SMX Services & Consulting, Inc.
Service Desk Lead
Worksite:
FLETC HQ (Glynco, GA) with support to Artesia, NM; Charleston, SC; and Cheltenham, MD Schedule:
Mon-Fri, 7:00 a.m.-5:00 p.m. (after-hours by Government approval) Suitability:
Public Trust background; completion of all agency onboarding and IT security requirements Pay Rate (Unburdened):
$95.00
-
$99.27/hr Role Summary Lead enterprise Service Desk operations and continual improvement. Implement ITIL-aligned processes and tooling (Ivanti/HEAT), manage performance and reporting, and coordinate communications with Government stakeholders. Responsibilities
Direct day-to-day Service Desk operations, staffing, and escalations
Implement and mature ITIL-aligned incident, request, problem, and change processes
Configure and optimize the ITSM platform (e.g., Ivanti/HEAT) and related workflows
Track SLAs/OLAs, produce metrics and executive reports, and drive corrective actions
Partner with engineering teams, vendors, and Government stakeholders on service improvements
Maintain knowledge base, SOPs, and audit-ready documentation
Minimum Qualifications (Government-Defined)
Experience:
Minimum
5 years
detailed
Help Desk/Service Desk
experience
and
5 years
in
IT
(operations, support, and management)
Methods/Tools:
Experience implementing
ITIL-based
Service Desk practices using an industry-recognized ticketing tool such as
Ivanti HEAT
Education:
Bachelor's degree
(or equivalent experience) in
Information Systems, Computer Science, or Computer Engineering
Certifications:
Preferred
—
HDI, ITIL, and Project Management
(no mandatory certifications specified)
Core Skills
Leadership of enterprise Service Desk teams and processes
ITIL process design, rollout, and continuous improvement
ITSM administration (Ivanti/HEAT or similar), workflow design, and integrations
SLA governance, KPI development, and executive-level reporting
Excellent communication, stakeholder management, and documentation discipline
Worksite:
FLETC HQ (Glynco, GA) with support to Artesia, NM; Charleston, SC; and Cheltenham, MD Schedule:
Mon-Fri, 7:00 a.m.-5:00 p.m. (after-hours by Government approval) Suitability:
Public Trust background; completion of all agency onboarding and IT security requirements Pay Rate (Unburdened):
$95.00
-
$99.27/hr Role Summary Lead enterprise Service Desk operations and continual improvement. Implement ITIL-aligned processes and tooling (Ivanti/HEAT), manage performance and reporting, and coordinate communications with Government stakeholders. Responsibilities
Direct day-to-day Service Desk operations, staffing, and escalations
Implement and mature ITIL-aligned incident, request, problem, and change processes
Configure and optimize the ITSM platform (e.g., Ivanti/HEAT) and related workflows
Track SLAs/OLAs, produce metrics and executive reports, and drive corrective actions
Partner with engineering teams, vendors, and Government stakeholders on service improvements
Maintain knowledge base, SOPs, and audit-ready documentation
Minimum Qualifications (Government-Defined)
Experience:
Minimum
5 years
detailed
Help Desk/Service Desk
experience
and
5 years
in
IT
(operations, support, and management)
Methods/Tools:
Experience implementing
ITIL-based
Service Desk practices using an industry-recognized ticketing tool such as
Ivanti HEAT
Education:
Bachelor's degree
(or equivalent experience) in
Information Systems, Computer Science, or Computer Engineering
Certifications:
Preferred
—
HDI, ITIL, and Project Management
(no mandatory certifications specified)
Core Skills
Leadership of enterprise Service Desk teams and processes
ITIL process design, rollout, and continuous improvement
ITSM administration (Ivanti/HEAT or similar), workflow design, and integrations
SLA governance, KPI development, and executive-level reporting
Excellent communication, stakeholder management, and documentation discipline