Subject Matter Expert (Task Lead)

Salary: $92,000 - 132,000 per year Requirements: High school diploma or equivalent; a bachelors degree is preferred. HDI Analyst Certification is required within 10 business days, and CompTIA A+ certification is required within 90 days. Microsoft and Apple support certifications are preferred. At least four years of enterprise help desk, service desk, computer support, technical support, or related end-user support experience in a large network environment. Experience supporting Windows operating systems, providing advanced remote and deskside assistance, resolving complex tickets and escalations, and supporting endpoint technologies, applications, and users while meeting SLAs and documentation standards. Knowledge of incident, problem, change, and ticket lifecycle management; supervisory or task-lead practices; staff coaching and quality review; and customer service and process standards. Familiarity with enterprise ITSM tools, preferably Remedy Service Management. Knowledge of ITIL, CMMI, or related process frameworks is preferred. Technical knowledge of Active Directory, VPN, Microsoft 365, Windows 11, Mac and mobile devices, printers, network drives, remote support tools, desktop software, antivirus, backup and recovery, and performance optimization. Working knowledge of Microsoft Entra ID, Microsoft Azure, and Microsoft Intune, including device management and endpoint support. Strong communication, stakeholder coordination, conflict resolution, accountability, critical thinking, and process improvement skills. Supervisory experience is desired, including experience as a supervisor, team lead, shift lead, task lead, senior technician, or SME directing daily work, coordinating coverage, coaching staff, reviewing quality, and supporting service delivery standards. 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. Technologies: Active Directory Azure Hardware Support ITIL ITSM Microsoft 365 Microsoft Intune Mobile Network VPN Windows Office 365 Cloud More: We are NuAxis, a federal IT company focused on putting people and customer experience at the center of government technology solutions. Our team brings together varied perspectives and works collaboratively to help federal clients succeed. This role provides advanced support to Federal Government users while serving as a technical, operational, and supervisory lead. We offer benefits and a culture program; employment is contingent on successfully completing a background investigation. We are an Equal Opportunity/Affirmative Action Employer, including for veterans and people with disabilities. last updated 42 week of 2026