Help Desk Lead
About The Position
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. The Help Desk Lead governs ticket intake, triage, queue management, escalation coordination, operational communication, and Help Desk metrics tracking across FMxC2, IMDS/IMDS-MSM, FEM, and PAMS. This role coordinates closely 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. The Help Desk Lead also governs CAT I escalation activities, response-time management, operational communication during outages, and sustainment coordination during surge events. Within BMx, the Help Desk Lead 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
- ITSM/ticketing systems
- Incident management
- Escalation coordination
- Operational reporting
- Help Desk governance
- Agile sustainment integration
- 7+ years Help Desk management
- Experience supporting enterprise operational systems
Nice To Haves
- ITIL Foundation
- Security+
Responsibilities
- Manages integrated BMx Level I, II, and III Help Desk operations
- Supports operational sustainment, user support, escalation governance, deficiency management, response-time compliance, and operational reporting activities
- Governs ticket intake, triage, queue management, escalation coordination, operational communication, and Help Desk metrics tracking
- Coordinates with Product Owners, Scrum Masters, Functional SMEs, DevSecOps personnel, Cybersecurity personnel, and Independent Test Teams
- Integrates Help Desk deficiencies, recurring incidents, operational pain points, and sustainment trends 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
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Short Term & Long Term Disability
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
