Subject Matter Expert (Task Lead)
Core
Provide advanced remote and deskside support for complex incidents, escalations, and outages while directing staff daily work and ensuring service delivery standards.
Role type
Senior IC task lead / SME for enterprise IT support
Builds
Stable IT operations for federal government users
Domain
Federal Government IT / Enterprise Help Desk
Required skills
Advanced remote and deskside assistance, incident/problem/change lifecycle management, staff coaching and quality review, SLA monitoring, SOP creation, Active Directory, Microsoft 365, Windows 11, Mac and mobile devices, Microsoft Entra ID, Microsoft Azure, Microsoft Intune
Preferred skills
Supervisory experience, ITIL/CMMI knowledge, Remedy Service Management, Microsoft and Apple support certifications
Technologies
Active Directory, Azure, Hardware Support, ITIL, ITSM, Microsoft 365, Microsoft Intune, Mobile, Network, VPN, Windows, Office 365, Cloud
Responsibilities
Provide advanced remote and deskside support for incidents and requests involving endpoints, user access, business applications, hardware, software, connectivity, and workplace tools. Act as the SME and task lead for complex incidents, escalations, outages, VIP or high-impact issues, surge support, and recurring technical or process problems. Direct assigned staffs daily work, including assigning and prioritizing tasks, monitoring queues, coordinating shift coverage and handoffs, and escalating personnel or service delivery concerns. Monitor individual and team performance against SLAs, ticket quality and documentation standards, customer service expectations, and established procedures. Support staff onboarding, training, coaching, mentoring, quality reviews, readiness, and performance feedback in partnership with program leadership. Coordinate workload distribution, SLA follow-through, escalation tracking, status communications, and customer-impact updates. Create, review, update, and retire SOPs, job aids, knowledge articles, troubleshooting workflows, and other support documentation.