Sr. Help Desk Program Manager (Clearance Needed)

About the role

The Senior Help Desk Program Manager will oversee enterprise user support operations for large-scale Department of War environments across various impact levels, including IL2, NIPR Impact Level 5, SIPR Impact Level 6, and Joint Worldwide Intelligence Communications System enclaves. The role involves managing the full lifecycle of user support operations, from self-service automation to Tier 3 expert escalation, ensuring mission requirements and service level objectives are met.

Responsibilities

• Directs enterprise user support operations for large-scale federal or defense programs.
• Develops, maintains, and executes the User Support Operations Plan.
• Oversees Tier 0 through Tier 3 support operations using ServiceNow, Jira, Microsoft Teams, and automation platforms.
• Establishes service desk workflows aligned with Standard Operating Procedures.
• Tracks Key Performance Parameters and service-level measures using dashboards and metrics.
• Coordinates reporting packages, metrics briefings, outage response summaries, root cause analyses, and modernization recommendations.
• Leads modernization initiatives incorporating automation, AI triage tools, and self-service capabilities.
• Guides support personnel through structured leadership, technical prioritization, and execution.
• Performs other duties as assigned.

Requirements

• Current Secret clearance with the ability to obtain and maintain a Top Secret (TS) clearance with Sensitive Compartmented Information (SCI).
• 10+ years of progressive experience in help desk program management, IT service delivery leadership, or a closely related discipline.
• Hands-on proficiency with enterprise service management platforms, including ServiceNow and Jira.
• Experience developing and managing service desk performance dashboards.
• Proven experience leading modernization initiatives that incorporate AI-driven triage tools, chatbot integration, self-service automation, and ticket deflection capabilities.
• Strong problem-solving and decision-making capabilities.
• Highly developed interpersonal and communication skills.

Qualifications

• Education: Bachelor's degree in Computer Science, Information Technology, or a related field.
• Experience: 10+ years of relevant experience.

Skills

• ServiceNow and Jira proficiency.
• Service desk workflow design and enforcement.
• Performance dashboard development and analysis.
• Modernization initiative leadership.
• Customer onboarding and access management.
• Security and identity management expertise.

Benefits

Not specified.

Pay

Not specified.

Schedule

Not specified.