About Kaimetrix, L. L. C.
At Kaimetrix, we deliver complete IT solutions and bring together complex and often siloed services - increasing the value of IT through a holistic, end-to-end approach. We combine real data with expert insights to help organizations modernize, streamline operations, advance IT initiatives, and achieve mission success for federal civilian, defense, and intelligence agencies. Our core capabilities include cybersecurity, data operations, end-user support, IT management, software development, systems engineering, process improvement, and technical advisory.
We believe our greatest asset is our people. We invest in our team’s growth, empower them with autonomy and accountability, and offer meaningful work that supports mission-focused agencies while advancing your career.
Join us if you’re looking to do impactful work, develop professionally, and be part of a culture that values continuous improvement, metrics-driven performance, and exceptional service.
Benefits Summary: Kaimetrix offers a comprehensive benefits package that includes medical, dental, and vision insurance; company-paid short-term and long-term disability coverage; company-paid life and AD&D insurance with additional voluntary options; a 401(k) and Roth retirement plan with employer matching; paid time off that increases with tenure; 11 paid federal holidays; FSA and HSA options; commuter benefits; annual education reimbursement for approved training and certifications; employer-paid identity protection; and optional supplemental coverages such as accident, cancer, critical illness, and hospital indemnity.
Kaimetrix, L.L.C. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.
About the role
Kaimetrix is seeking an IT Service Desk / Knowledge Base Manager – Level IV to provide senior-level leadership and oversight for enterprise service desk operations in a secure, mission-critical environment. This role serves as the primary escalation point for complex technical issues while managing knowledge base development and driving continuous improvement in support delivery.
What you'll do
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Serve as the primary escalation point for complex and critical hardware and software incidents
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Utilize advanced troubleshooting techniques, diagnostic tools, and industry best practices to implement scalable solutions
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Analyze support data to identify trends, patterns, and opportunities for process optimization
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Collaborate with engineering, product, and cross-functional teams to improve system design and supportability
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Lead development and implementation of support strategies and service desk processes
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Manage and maintain the organization’s knowledge base to improve efficiency and knowledge sharing
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Provide technical leadership and guidance to service desk personnel
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Serve in a site lead capacity, overseeing service desk operations and support activities
Qualifications
Education/Experience:
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Minimum of 10 years of progressive experience in IT service desk, knowledge management, or related support roles
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Master’s degree in Information Technology, Computer Science, or a related field, or equivalent experience
Certifications:
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CompTIA CASP+, (ISC)² CISSP
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Active Tier 3 (T3) background investigation or ability to obtain and maintain
