Help Desk Manager
About The Position
The Help Desk Manager leads day-to-day support for the Gravity DevSecOps Pipeline, helping maintain secure, reliable, and high-performing infrastructure for mission-critical U.S. Space Force operations. The role handles escalated technical issues across systems, networks, software, CI/CD tools, container platforms, and cloud services, while coordinating with development, DevOps, systems administration, and security teams to limit disruption and preserve mission continuity. The manager guides and mentors support staff, oversees ticket workflows and service-level performance, communicates incidents and maintenance updates to stakeholders, and works with leadership to align support priorities with project goals. The role also improves support processes through automation and best practices, maintains troubleshooting documentation, and ensures adherence to DoD security policies and protocols, including STIGs. It requires maintaining the integrity and confidentiality of classified information handled in the help desk environment.
Requirements
- Secret clearance or above.
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
- At least 2 years of experience in IT support or help desk roles, including at least 1–2 years in a lead or supervisory position.
- Hands-on experience supporting DevSecOps pipelines, CI/CD tools such as Jenkins, GitLab, or Kubernetes, and cloud platforms such as AWS, Azure, or Google Cloud.
- Strong knowledge of Linux/Unix, Mac, and Windows environments, including system administration and network troubleshooting.
- Familiarity with configuration management and automation tools such as Ansible, Terraform, or Chef.
- Leadership and team collaboration abilities.
- Strong technical troubleshooting and problem-solving skills in complex IT environments.
- Effective communication skills for interacting with technical and non-technical personnel.
- Ability to prioritize multiple tasks, work under pressure, and resolve issues in a timely manner.
- Commitment to security best practices and compliance with strict DoD protocols.
Nice To Haves
- Experience supporting DoD or Space Force operations in a DevSecOps environment.
- Familiarity with DoD cybersecurity compliance frameworks such as RMF, STIGs, and NIST standards.
- Certifications such as CompTIA Security+, ITIL, or AWS Certified SysOps Administrator.
- Experience utilizing AI tools within a development environment.
Responsibilities
- Lead the help desk team's day-to-day activities and ensure timely resolution of user issues and escalations.
- Serve as the primary point of contact for complex technical issues involving systems, networks, and software in the Gravity DevSecOps Pipeline.
- Guide and mentor junior support staff to develop their skills and improve performance.
- Manage and respond to support tickets concerning Gravity pipeline infrastructure, CI/CD tools, and system performance.
- Ensure uptime and performance of development environments, container platforms such as Docker and Kubernetes, and cloud services.
- Diagnose and resolve network, server, and software issues in coordination with development and security teams.
- Oversee help desk workflows and adherence to SLAs and KPIs, including response times and resolution rates.
- Identify process improvements, automate common support tasks, and implement efficiency best practices.
- Assist with developing and maintaining troubleshooting guides, procedures, and knowledge base articles.
- Collaborate with DevOps engineers, developers, and system administrators to resolve issues and minimize disruption to development processes.
- Communicate status updates, incident reports, ongoing issues, and planned maintenance to stakeholders.
- Liaise between help desk staff and upper management to align support work with project goals and priorities.
- Ensure compliance with DoD security policies, STIGs, and other government-mandated protocols.
- Coordinate with the security team on security incidents, patches, and security configurations.
- Maintain the integrity and confidentiality of classified information in the help desk environment.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
