Contract Writing System Service Desk Manager

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).

Leadership experience leading a team of Teir 2 service desk agents performing hands-on procurement system technical and functional troubleshooting and support to the ACE to maintain accessibility and availability of ACWS for users.
• Apply advanced understanding of the ACE user community to develop targeted communications and training for the purpose of building core shared knowledge and resolving repeating incidents, service requests, and problems.
• Serve as a point of escalation for Tier II functional members within the ACWS Service Desk T3 DevOps teams regarding performance and scalability issues.
• Lead engagements with the ACWS program's internal teams, such as DevOps leads and quality assurance throughout the project lifecycle.
• Collaborate with end-users, business stakeholders, and procurement system functional teams to understand ACE education requirements to support adoption of system enhancements and develop user training sessions.
• Apply concepts of Appian's platform architecture and leverage that knowledge to test, deploy, enhance, and maintain Appian applications.
• Lead comprehensive technical support to the ACE through Army Enterprise Service Desk (AESD) cases, ensuring timely resolution and documentation of issues.
• Oversee Service Desk operations to align with ITIL best practices, meeting or exceeding established service level agreements (SLAs).
• Collaborate with key stakeholders to understand business needs and tailor support offerings accordingly.
• Drive consistent, user-focused improvements in the delivery of support services.
• Orchestrate on-call resolution for mission critical issues and major incidents and document solutions within the case management system.
• Guide the documenting, updating, and maintenance of a comprehensive repository of best practices and troubleshooting procedures.
• Oversee and optimize the implementation of ServiceNow for service desk operations.
• Maintain and update workflows, dashboards, and reporting tools within ServiceNow to ensure alignment with organizational needs.
• Leverage data to track team performance and trends, using tools such as ServiceNow to generate and maintain dashboards for real-time and periodic reporting.
• Analyze metrics, identify patterns, and recommend solutions to improve Service Desk efficiency and user satisfaction.
• Present regular performance reports, trend analysis, and actionable insights to management and stakeholders.

• Bachelor's degree with 10 years of experience.
• Degree in information technology, computer science, engineering, or related area preferred.
• 5+ years of experience with enterprise contract writing system implementations preferred.
• Knowledge of Appian platform application development, operations, maintenance, and interfacing systems.
• Advanced understanding of the Army Contracting Enterprise or similar user community.
• Experience with documentation development (SOPs, training aids, desk guides, etc.)
• Exceptional verbal and written communication skills to interact effectively with stakeholders of many levels, including ability to explain technical concepts to non-technical resources.
• Understanding of DoD 8500 series, DoD Risk Management Framework (RMF), JF-HQ DoDIN and USCYBERCOM orders, and DISA guides (SRGs, STIGs)
• Security Plus certification required.
• Advanced ITIL certifications (e.g., ITIL Practitioner, Intermediate, or Expert) required (or received w/in 6 months of hire)
• Agile delivery experience preferred.
• Active DoD Secret Clearance - U.S. Citizenship

Target salary range: $115,000 - $160,000. Final compensation will be determined by a variety of factors including but not limited to your skills, experience, education, and/or certifications.

The salary range displayed represents the typical salary range for this position and is not a guarantee of compensation. Individual salaries are determined by various factors including, but not limited to location, internal equity, business considerations, client contract requirements, and candidate qualifications, such as education, experience, skills, and security clearances.