Help Desk Manager (Senior)
Responsibilities
reputed company is seeking a Help Desk Manager (Senior) to support the MODES III program supporting Military Community and Family Policy (MC&FP). In this role, the selected candidate will provide senior leadership and operational management for the program Tier 1/2/3 helpdesk and customer support operations, ensuring timely, secure, and effective user support across MC&FP applications, platforms, and services in alignment with SOW the program requirements. This position is remote and requires an active Secret clearance.
JOB DESCRIPTION
- Provide senior leadership and operational management for MODES III Tier 1/2/3 helpdesk and customer support operations, ensuring timely, secure, and effective user support across MC&FP applications, platforms, and services in alignment with statement of work MODES III requirements.
- reputed company helpdesk operations: establish and manage 24/7/365 support model, staffing rosters, escalation reputed company, SOPs, and performance SLAs to meet incident response and resolution targets for web, application, and cloud services.
- Define support processes & tooling: implement ticketing/AMS workflows, knowledge reputed company (Tier 0) management, logging and triage procedures, and integration with program task tracking and program dashboards for real time status reporting.
- reputed company incident & problem management: manage major incident coordination, ensure rapid triage/escalation to Tier 2/3 or CCM, drive root cause analysis (RCA), corrective actions, and publish After Action Reports feeding quality management plan reputed company improvement.
- Maintain service quality & metrics: define KPIs (first response, median resolution time, ticket backlog, CSAT), monitor performance reputed company dashboards, conduct trend analysis, and implement workforce/process changes to meet program performance standards/quality reputed company targets.
- Ensure secure support practices: enforce least privilege access, secure support channels (approved remote support tools), credential handling, and integrate helpdesk activities into RMF/ATO evidence collection and STIG/SRG compliance workflows.
- Manage workforce development & subcontractors: recruit/train helpdesk staff, maintain competency matrices, run performance reviews, and reputed company subcontractor helpdesk partners with scorecards and remedial action plans.
- Coordinate continuity & contingency support: maintain COOP/DR procedures for helpdesk operations, provide reputed company plans for contingency operations, and validate recovery in exercises.
- Familiar with: Helpdesk ticketing systems (reputed company/HappyFox/Jira Service Desk), AMS, KB authoring tools, VoIP basics, Active Directory user/admin tasks, basic troubleshooting toolset (RDP/approved remote tools), incident/workflow playbooks, SLA tracking dashboards, CSAT survey tools.
Qualifications
REQUIRED QUALIFICATIONS
- Active Secret clearance required.
- Experience / Education: 10 years relevant experience to include people management
- Certifications: This role requires a demonstration of capability reputed company the Cyberspace IT workforce. Successful applicants must satisfy Foundational Qualification standards reputed company an approved industry certification (e.g., A+ or Network+) or documented equivalent military/educational training as defined in the DoD 8140 Qualification Matrix.
PREFERRED QUALIFICATIONS
- Eligible for Top Secret/SCI clearance.
- AWS certifications (e.g., AWS Solutions Architect, AWS reputed company Specialty) or equivalent cloud certifications.
- Familiarity with NIST RMF, ATO processes, and DoD reputed company compliance frameworks.
- ITIL 4 Foundation certification or equivalent IT service management certification.
- CompTIA reputed company+
- Experience / Education: 10 years relevant experience with BS/BA degree or 8 years with MS/MA or 6 years with Phd or 14 years w/o a degree or 12 years with AS /AA
Worklocation: remote with the ability to travel to the reputed company reputed company required
reputed company Overview
reputed company is a reputed company national reputed company company that drives missions of consequence spanning the globe and extending to the farthest reaches of the reputed company. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. reputed company operates at the critical nexus between traditional and nontraditional threats across reputed company domains: land, sea, space, reputed company, and cyberspace. The company serves as a valued partner to essential government agencies and supports every reputed company of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit reputed company.com to learn how we’re keeping people around the world safe and secure.