Contract Writing System Service Desk Manager - Remote

Overview

LMI is a new breed of digital solutions provider dedicated to accelerating government impact with innovation and speed. Investing in technology and prototypes ahead of need, LMI brings commercial-grade platforms and mission-ready AI to federal agencies at commercial speed.

Leveraging our mission-ready technology and solutions, proven expertise in federal deployment, and strategic relationships, we enhance outcomes for the government, efficiently and effectively. With a focus on agility and collaboration, LMI serves the defense, space, healthcare, and energy sectors—helping agencies navigate complexity and outpace change. Headquartered in Tysons, Virginia, LMI is committed to delivering impactful results that strengthen missions and drive lasting value.

We are seeking an experienced and dynamic Service Desk Lead to lead our Service Desk operations for the Army Contract Writing System (ACWS). The ideal candidate will possess a strong background in service management, with exceptional leadership and operational skills to drive excellence in Service Desk performance. Applies deep knowledge of service management to lead continuous improvement of service provided to the Army Contracting Enterprise (ACE).

In Short

• Lead a team of Tier 2 service desk agents for the Army Contract Writing System.
• Develop targeted communications and training for the ACE user community.
• Serve as a point of escalation for performance and scalability issues.
• Collaborate with internal teams throughout the project lifecycle.
• Provide comprehensive technical support through Army Enterprise Service Desk cases.
• Align Service Desk operations with ITIL best practices.
• Oversee and optimize the implementation of ServiceNow.
• Analyze metrics and recommend solutions for Service Desk efficiency.
• Present performance reports and actionable insights to stakeholders.
• Maintain a repository of best practices and troubleshooting procedures.

Requirements

• Bachelor’s degree with 10 years of experience.
• Preferred degree in IT, computer science, or engineering.
• 5+ years of experience with enterprise contract writing systems.
• Knowledge of Appian platform application development.
• Exceptional verbal and written communication skills.
• Understanding of DoD compliance and security frameworks.
• Security Plus certification required.
• Advanced ITIL certifications required.
• Agile delivery experience preferred.
• Active DoD Secret Clearance - U.S. Citizenship.

Benefits

• Competitive salary range of $115,000 - $160,000.
• Opportunity to work with innovative technology solutions.
• Engagement with federal agencies in various sectors.
• Collaborative work environment focused on agility.
• Professional development opportunities.