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Responsibilities:
- Lead a team of Tier 2 service desk agents.
- Develop communications and training for shared knowledge.
- Serve as escalation point for Tier II functional members.
Oversight:
- Oversee Service Desk operations with ITIL best practices.
- Collaborate with stakeholders to tailor support offerings.
- Drive improvements in support services.
Management:
- Maintain and update ServiceNow workflows.
- Leverage data to track team performance and trends.
- Present performance reports to stakeholders.
LMI
LMI accelerates government impact with innovation and speed, bringing commercial-grade platforms and mission-ready AI to federal agencies. With a focus on agility and collaboration, LMI serves the defense, space, healthcare, and energy sectors, and is headquartered in Tysons, Virginia.