Help Desk Shift Lead

ECS Tech Inc•Fairfax, VA

17h•Onsite

About The Position

The War Data Platform (WDP) is a key initiative within the U.S. Department of War's (DoW) AI‑First strategy introduced in early 2026. The WDP focuses on operational warfighting data and aims to accelerate the deployment of artificial intelligence (AI) on the battlefield. The WDP extends to Unclassified, Secret, and Top Secret environments, and supports collaboration between Combatant Commands, Joint Staff directorates, Senior Executive Service leaders, and operational analysts. The Help Desk Shift Lead provides operational oversight of the WDP User Support Desk during assigned shifts, ensuring service request queues are actively managed, Service Level Objectives are met, and mission-impacting issues are escalated and resolved with urgency across NIPRNet, SIPRNet, and JWICS environments. This role serves as the authoritative point of coordination between frontline Tier-1 support staff and senior engineering, cybersecurity, and platform operations elements during each operational period.

Requirements

Current Secret security clearance with the ability to obtain and maintain a Top Secret (TS) security clearance.
3–10 years of experience in IT help desk operations, technical support leadership, or a closely related field, with demonstrated ability to oversee shift-based service delivery in enterprise or multi-enclave environments.
Hands-on experience with IT service management platforms such as ServiceNow or Jira Service Management, including queue management, SLO tracking, ticket quality assurance, and operational reporting in support of defense or federal government missions.
Strong problem-solving and decision-making capabilities, with a proven ability to weigh the relative costs and benefits of potential actions and identify the most appropriate solution.
Highly developed interpersonal and oral/written communication skills, with the ability to effectively and professionally interact with a diverse set of stakeholders (from peers to end-users to executive management).

Responsibilities

Provides operational oversight of the WDP User Support Desk during assigned shifts, ensuring service request queues are actively managed, Service Level Objectives are met, and mission-impacting issues are escalated and resolved with urgency across NIPRNet, SIPRNet, and JWICS environments.
Serves as the authoritative point of coordination between frontline Tier-1 support staff and senior engineering, cybersecurity, and platform operations elements during each operational period.
Oversees operational performance of mission support activities across multi-enclave environments used for defense analytics platforms such as War Data Platform (WDP) Core Integration, Joint All-Domain analytics missions, and headquarters-level decision support systems.
Conducts shift-based monitoring of service request queues using ServiceNow, Jira Service Management, and automated escalation tools to identify workload distribution patterns, track service response times, and measure compliance with Service Level Objectives, key performance parameters, and operational readiness indicators.
Executes triage, routing, and coordination procedures to advance resolution of account access issues, onboarding requests, resource allocation tasks, privileged access troubleshooting, and technical inquiries passed from Tier 1 to higher operational elements.
Performs quality assurance reviews on ticket documentation, customer interactions, and procedural adherence to maintain accuracy, operational discipline, and mission-aligned service consistency.
Utilizes monitoring dashboards, analytic reporting tools, and performance trending metrics to identify bottlenecks, prioritize critical workload, and highlight systemic issues requiring engineering or process intervention.
Coordinates with senior duty officers, watch floor personnel, and cross-functional support teams to communicate impacts affecting mission commanders, senior executives, and warfighter communities operating on NIPRNet, SIPRNet, and JWICS.
Provides shift change briefings, operational summaries, and daily status updates supporting continuity of operations, surge readiness, and sustained delivery of user support capabilities.
Strengthens service quality, operational throughput, and customer experience outcomes through disciplined shift leadership practices aligned with defense mission values.
Performs other duties as assigned.