Help Desk Technician III

Northern Technologies Group, Inc. • Fayetteville, NC

1d

About The Position

Provides Tier 3 expert-level technical support for mission-critical SATCOM network infrastructures and C2ISR platforms. Maintains backup and disaster recovery plans, liaises with commercial vendors and government entities, and ensures operational effectiveness of satellite communication systems. Requires TS/SCI clearance.

Requirements

• Bachelor’s degree in Business, Public Administration, IT, or related field (or equivalent experience).
• 5+ years of progressively responsible experience supporting government services, programs, or contracts.
• Demonstrated leadership experience managing teams, priorities, and stakeholder expectations.
• Strong knowledge of service delivery operations, performance management, and reporting.
• Excellent written and verbal communication skills; able to produce professional briefings and documentation.
• Ability to obtain and maintain required background check/clearance as applicable to contract.

Nice To Haves

• Experience supporting DoD or federal civilian customers in an operational services environment.
• Familiarity with contract vehicles, deliverables, and governance (e.g., QBRs, SLA reporting).
• Experience with IT service management practices (e.g., ITIL) and service desk tooling (e.g., ServiceNow).
• PMP, ITIL Foundation, or comparable certifications.
• Experience building SOPs, knowledge bases, and training programs.

Responsibilities

• Provide leadership and oversight for government services delivery to meet contractual requirements, SLAs, and performance metrics.
• Serve as primary escalation point for delivery risks, customer issues, and cross-functional blockers; drive timely resolution.
• Develop and maintain delivery plans, staffing models, and operating rhythms (reviews, reporting, governance).
• Ensure compliance with applicable federal contract requirements, security policies, and quality standards.
• Partner with program management, contracts, finance, and HR to support hiring, onboarding, performance management, and retention.
• Identify continuous improvement opportunities and implement process, tooling, and training enhancements.
• Prepare and deliver status updates, briefings, and documentation for leadership and customer stakeholders.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees