Embedded Client Support Technician Lead

Join to apply for the Embedded Client Support Technician Lead role at SMS Data Products Group, Inc.

This position is responsible for leading three distinct CST teams at Kirtland Air Force Base in support of the 377th Comm Squadron’s C4 contract. The embedded CST team consists of two CSTs within the 351

SWTS unit, three CSTs within the 58

SOW unit, and one CST within the A4Z unit. The Embedded CST Lead oversees all aspects of maintaining these positions, including interviewing, scheduling, ensuring shift coverage, work assignment and prioritization, setting work center expectations, performance management, and disciplinary actions.

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, SMS ensures operational efficiency and designs, implements, and manages secure environments to support business and mission goals with proficiency, quality, and integrity.

• Ensure CST personnel provide competent and friendly customer support on every interaction.
• Monitor and track all open tickets for all three teams to ensure compliance with contractual requirements while providing updates to customers and leadership as required.
• Address customer feedback surveys.
• Support special projects, VIPs, and other assignments as needed, and respond to shift emergencies.
• Compile and communicate required metrics and notable tasks to leadership.
• Attend regular meetings with external and internal support teams.
• Socialize, document, and coordinate notable information between supported CST teams and local leadership.
• Manage embedded CSTs in fast‑paced and highly visible work centers while serving as the Subject Matter Expert (SME) for Tier I & II.
• Spend time within assigned work centers to provide onsite support and collaboration for team members.

• Ability to multi-task and prioritize to ensure all technicians and customers’ needs are responded to appropriately.
• Ability to apply advanced diagnostic techniques to identify problems, investigate causation, and recommend solutions.
• Create, update, review, and close help desk tickets.
• Work effectively with other Tier 1 and Tier 2 Support staff to ensure proper hand‑off of tickets for prompt resolution or external escalation if needed.
• Familiarity with Windows 10, Windows 11, and the O365 Microsoft Office Suite.
• Experience with Remedy or similar ticketing systems.
• Knowledge of enterprise‑class desktop software such as antivirus, remote management, trouble‑shooting, asset management, inventory, printing, and call centers.
• Knowledge of distributed software, including operating software and personal productivity software.
• Schedule, support, and troubleshoot classified and unclassified Video Teleconference systems.
• Knowledge of portable technologies such as laptops, tablets, and cell phones.
• Generate, update, and maintain documentation of Tier I & II processes and SOPs.
• Requirements:
  Minimum of three years’ experience in a help desk organization, minimum of one year managing a help desk team, experience with client/server data networks, IT ticketing systems, ITIL practices, and active DoD Secret clearance.
• Preferred:
  DoD 8140 IAT‑I certification, ITIL Foundation v4, project management certification.

Mid‑Senior level

Full‑time

Information Technology

IT Services and IT Consulting

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.