Help Desk Lead with Security Clearance

Responsibilities

• Manage Level I, II, and III help desk support for all BMx systems.
• Oversee ticket intake, triage, escalation, and queue performance.
• Monitor response-time compliance and operational support metrics.
• Cook up issue resolution with technical and functional teams.
• Handle CAT I escalation procedures and outage communications.
• Review recurring issues and help prioritize the backlog.
• Support operational continuity during surge events and mission-critical incidents.

Qualifications

• 7+ years in Help Desk management and experience in supporting enterprise operational systems.
• Must have an active Secret clearance.
• Experience in ITSM/ticketing systems, incident management, escalation coordination, operational reporting, help desk governance, and Agile sustainment integration.
• ITIL Foundation and Security+ certs are preferred.

BlueWater Federal is proud to be an Equal Opportunity Employer.

All qualified candidates will be considered without regard to race, color, religion, national origin, age, disability, sexual orientation, gender identity, status as a protected veteran, or any other characteristic protected by law.

BlueWater Federal is a VEVRAA federal contractor and we request priority referral of veterans.