Help Desk Software Management Team Lead

Clearance & Work Schedule

Active Secret Clearance required. Full Time, Onsite, Monday - Friday.

Role Overview

The Help Desk Software Management Team Lead provides technical management of the trouble ticketing infrastructure while overseeing the Unit Diary/Help Desk section. The manager is responsible for configuring JIRA workflows, managing hardware assets, and ensuring staff compliance with annual training requirements.

General Skillset

• Experience with Microsoft Office
• Verbal and written communication skills
• Ability to work both collaboratively and individually
• Critical Thinking Skills
• Ability to give presentations and briefings as needed

Specific Skillset

Acts as the team lead overseeing daily help desk operations. The role demands extensive administration and tier I/II troubleshooting for the trouble-ticketing management software (e.g., JIRA).

Technical Configuration Duties Include:

• Creating problem investigations for trending issues
• Updating priority/weight ranges
• Building incident templates
• Authoring decision trees to aid in ticket creation

The Lead Will properly:

• Path assignment scripts
• Configure email notifications
• Update broadcast system alerts
• Create knowledge articles
• Establish user permissions
• Run detailed reports to track call volumes, operator performance, and ticket rework levels

Requirements

Education & Certifications:

• Bachelor's Degree in IT, Computer Science, Engineering, or a related field
• DoD 8140/8570.01-M IAT Level II (e.g., CompTIA Security+ CE)
• Atlassian Jira Administrator

Experience Requirements:

• 3-5 years IT Helpdesk experience preferred
• 2+ years of supervisory or managerial experience preferred

Pay & Benefits

Salary Range: $75,000-$105,000

Benefits include:

• Health, dental, and vision insurance
• 401(k) plan with company matching
• Flexible Spending Accounts (FSA)
• Company-funded disability and life insurance
• Paid time off (PTO) and company-paid holidays
• Employee Assistance Program (EAP)
• Educational assistance and parental leave