Senior Help Desk Operations Manager

ECS Tech Inc•Fairfax, VA

11h•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 Senior Help Desk Operations Manager serves as the senior operational deputy overseeing multi-tier WDP user support delivery across Unclassified, Secret, and Top Secret/SCI environments. This role is critical to ensuring continuous, mission-ready platform support for DoW users spanning the full WDP ecosystem, from onboarding through advanced technical resolution.

Requirements

Current Secret security clearance with the ability to obtain and maintain a Top Secret (TS) security clearance.
10 or more years of progressive experience managing enterprise IT service desk or help desk operations, including direct supervisory responsibility for multi-tier support teams in classified or federal government environments.
Demonstrated experience designing, documenting, and maintaining IT service management workflows, standard operating procedures, escalation frameworks, and knowledge base resources across tiered support models.
Hands-on experience administering enterprise ticketing and service management platforms, such as ServiceNow or Jira Service Management, within a DoW or federal government operational context.
Experience supporting user operations across multiple security enclaves, including Unclassified, Secret (SIPRNet), and Top Secret/SCI (JWICS) network environments.
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

Directs day-to-day execution of enterprise user support operations as the senior deputy overseeing multi-tier service delivery for mission platforms operating across Amazon Web Services GovCloud, Secret Region Cloud, and Intelligence Community enclaves supporting Department of War missions.
Leads operational staffing, shift coverage planning, workload balancing, surge activation, and performance management across distributed support teams handling account requests, onboarding, offboarding, access actions, troubleshooting, and resource allocation.
Develops and maintains user support operational procedures, knowledge resources, onboarding workflows, escalation guidelines, and communication pathways used by Tier One, Tier Two, and Tier Three personnel.
Oversees execution of service desk functions using ServiceNow, Jira Service Management, Microsoft Teams, SharePoint, and enterprise dashboards to manage ticket intake, routing, triage velocity, diagnostic accuracy, and service-level performance metrics.
Directs supervisors responsible for ticket categorization, VIP service actions, complex onboarding scenarios, privileged access requests, and specialty cases originating from Community Space environments and vendor integrations.
Leads operational quality assurance activities including ticket audits, root-cause analysis, incident pattern evaluation, and process improvements designed to strengthen response times and first-contact resolution.
Guides modernization initiatives that incorporate chatbot automation, robotic process automation, enhanced self-service mechanisms, and multi-channel user experience improvements.
Provides senior-level coordination with platform engineering, cybersecurity, data, and product teams to reduce cross-team friction, accelerate resolution cycles, and improve enterprise readiness.
Supports the Help Desk Program Manager by delivering operational reporting, staffing analyses, performance insights, and strategic recommendations that advance mission effectiveness.
Performs other duties as assigned.