Help Desk Lead

About the role

Manages integrated BMx Level I, II, and III Help Desk operations supporting operational sustainment, user support, escalation governance, deficiency management, response-time compliance, and operational reporting activities.

Responsibilities

• Governs ticket intake, triage, queue management, escalation coordination, operational communication, and Help Desk metrics tracking across FMxC2, IMDS/IMDS-MSM, FEM, and PAMS.
• Coincides with Product Owners, Scrum Masters, Functional SMEs, DevSecOps personnel, Cybersecurity personnel, and Independent Test Teams to ensure Help Desk deficiencies, recurring incidents, operational pain points, and sustainment trends are integrated into backlog refinement and modernization prioritization activities.
• Governs CAT I escalation activities, response-time management, operational communication during outages, and sustainment coordination during surge events.
• Supports mission continuity by ensuring operational issues affecting maintenance scheduling, PMEL operations, calibration visibility, readiness reporting, or logistics workflows are escalated and resolved rapidly.

Requirements

• Must possess DoD Secret Clearance.
• Technical Skills: ITSM/ticketing systems, Incident management, Escalation coordination, Operational reporting, Help Desk governance, Agile sustainment integration.
• Certifications: Preferred - ITIL Foundation, Security+
• Experience: 7+ years Help Desk management, Experience supporting enterprise operational systems.

Qualifications

• Must have 7+ years of experience in help desk management.
• Must have experience supporting enterprise operational systems.

Skills

• ITIL Foundation
• Security+

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retailment Plan (401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability