Senior Help Desk Program Manager

ECS Tech Inc•Fairfax, VA

9d•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 separates business and financial data from operational warfighting data, aiming 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 Program Manager serves as the operational authority for enterprise user support across the WDP Core Integration program, directing a multi-tiered service desk that spans IL2, NIPRNet IL5, SIPRNet IL6, and JWICS environments to deliver coordinated, high-availability support for warfighter, enterprise, and senior leadership customer populations. In this role, the manager leads the full lifecycle of user support operations — from self-service automation and Tier 0 capability through Tier 3 expert escalation — ensuring that onboarding, access management, incident resolution, and service delivery continuously meet Government-defined service level objectives and mission requirements.

Requirements

Current Secret security clearance with the ability to obtain and maintain a Top Secret (TS) security clearance with Sensitive Compartmented Information (SCI).
10 or more years of progressive experience in help desk program management, IT service delivery leadership, or a closely related discipline, with demonstrated experience directing multi-tiered user support operations for large-scale federal or defense programs.
Demonstrated experience managing Tier 0 through Tier 3 service desk operations across multiple classification enclaves, including IL2, NIPRNet IL5, SIPRNet IL6, and JWICS, with direct responsibility for staffing, workflow governance, escalation management, and service-level compliance.
Hands-on proficiency with enterprise service management platforms, including ServiceNow and Jira, including demonstrated experience designing and enforcing ticket intake, routing, triage, resolution, and archival workflows that align with Government-approved Standard Operating Procedures and support continuous improvement objectives.
Proven ability to develop, maintain, and execute formal User Support Operations Plans or equivalent program documentation in compliance with Task Order PWS requirements and Contracting Officer Representative oversight cycles.
Experience developing and managing service desk performance dashboards that track Key Performance Parameters, ticket aging metrics, queue throughput, first contact resolution rates, and access approval cycle times, and demonstrated ability to translate performance data into actionable improvement initiatives presented to Government Program Managers.
Demonstrated experience leading modernization initiatives that incorporate AI-driven triage tools, chatbot integration, self-service automation, and ticket deflection capabilities to reduce manual workload and expand operational readiness across enterprise user support programs.
Proven ability to coordinate user onboarding, account management, access control, and resource allocation processes for diverse customer populations, including general officer, senior executive, coalition partner, and special access program audiences, in compliance with applicable security and identity management requirements.
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

Serves as the operational authority for enterprise user support across the WDP Core Integration program, directing a multi-tiered service desk that spans IL2, NIPRNet IL5, SIPRNet IL6, and JWICS environments to deliver coordinated, high-availability support for warfighter, enterprise, and senior leadership customer populations.
Leads the full lifecycle of user support operations — from self-service automation and Tier 0 capability through Tier 3 expert escalation — ensuring that onboarding, access management, incident resolution, and service delivery continuously meet Government-defined service level objectives and mission requirements.
Directs enterprise user support operations for large-scale Department of War environments across Impact Level 2, NIPR Impact Level 5, SIPR Impact Level 6, and Joint Worldwide Intelligence Communications System enclaves, delivering coordinated service desk performance for high-priority mission programs such as War Data Platform (WDP) Core Integration and joint analytics modernization initiatives.
Develops, maintains, and executes the User Support Operations Plan documenting support methodologies, customer interaction models, escalation pathways, and service delivery expectations approved by Government leadership.
Oversees Tier 0 through Tier 3 support operations using ServiceNow, Jira, Microsoft Teams, and approved automation platforms to manage intake, routing, resolution, and archival of all service tickets.
Establishes service desk workflows aligned with Standard Operating Procedures, onboarding requirements, access control mechanisms, security review processes, and resource allocation models supporting general officer, senior executive leader, and special access customer populations.
Tracks Key Performance Parameters and service-level measures using dashboards, performance analytics, ticket aging metrics, queue throughput, first contact resolution rates, and access approval cycle times to drive measurable improvements across the user experience.
Coordinates reporting packages, metrics briefings, outage response summaries, root cause analyses, and modernization recommendations for Government Program Managers and contracting oversight personnel.
Leads modernization initiatives incorporating automation, artificial intelligence triage tools, and self-service capabilities to expand operational readiness and reduce manual workload.
Guides support personnel across all tiers through structured leadership, technical prioritization, and disciplined execution to maintain uninterrupted mission availability, enhance customer satisfaction, and strengthen operational effectiveness.
Performs other duties as assigned.