Client Services Lead

The Lead Client Support Tech will provide support to the Communications Focal Point (CFP) as the customer facing team for Combined Air and Operations Center (CAOC) Communications Support. This group is responsible for the tracking of tickets, monitoring of systems and overall incident response, creating, and deleting user accounts. Personnel in this area may provide cross-functional support to areas such as VTC support and other network and system administration duties depending on experience, clearance, and certification. The CFP works with the Client Systems Hardware team to provide 24x7 Coverage to meet operational requirements to include supporting multiple Shaw AFB CAOC hosted exercises each year.

As a dynamic systems integrator, SMS offers proven solutions in engineering, operations, cybersecurity, and digital transformation. With expertise in modernizing and optimizing legacy infrastructure and systems, ensuring operational efficiency, and designing, implementing, and managing secure environments, SMS supports business and mission goals with proficiency, quality, and integrity.

SMS has been serving the advanced information technology needs of the federal government since 1976, delivering talented teams and innovative, cost-effective solutions and services to support our customers’ missions for more than 45 years. SMS is headquartered in McLean, Virginia, with offices and on-site operations at customer locations throughout the United States. For additional information on SMS, visit www.sms.com.

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• Develop procedures that support the execution of service desk activities, including process flows, roles and responsibilities definition, and reporting schema to enable the establishment of appropriate touch points and engagements.
• Oversee the main customer focal point and ensure best customer service practices are used across the Service Desk.
• Refine procedures and processes for continual improvement and optimization.
• Identify and communicate service/network outages to site personnel and customers.
• Employ IT Service Management (ITSM) best practices, identifying and implementing opportunities for performance improvement associated with service desk performance, productivity, knowledge, and Service Desk Level Agreements.
• Ensure the delivery of onsite technical support team for Tier 1, Tier 2, and Tier 3 resolution to all end users’ IT issues
• Provides direction and guidance for investigating, resolving, documenting, and reporting the causes and corrective actions.
• Define, manage, and maintain contractual Service Level Agreements (SLAs) for each performance metric.
• Implement and communicate minimum requirements for end user incident/request resolution.
• Oversee the proper use and allocation of networked assets.
• Promote user awareness concerning unauthorized or illegal use of computer hardware and software.

• 6+ years of IT experience with 2+ years in helpdesk
• Hold a currently IAT level II certification: preferable Security + 
• Active DoD Top Secret SCI level clearance.

SMS is a dynamic systems integrator established in 1976, delivering talented teams and innovative, cost-effective solutions and services to support our customers’ missions for more than 47 years. Our ability to hire and retain quality people in a rapidly evolving IT market is proven through our employee retention rate averaging over 3 years. At SMS, we place a high value on quality of service, customer satisfaction, and best-of-breed policies and practices, resulting in CMMI Level 3 certification and ISO registrations including 9001:2015, 20000-1:2018, and ISO/IEC 27001:2013. SMS is headquartered in McLean, Virginia, with offices and on-site operations at customer locations throughout the United States. 

SMS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.