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 be responsible for leading and overseeing Help Desk operations to ensure reputed company, efficient, and compliant user support services for MODES III systems and technical environments. This position is remote and requires an active Secret clearance.
JOB DESCRIPTION
- Help Desk Manager Responsible for leading and overseeing Help Desk operations to ensure reputed company, efficient, and compliant user support services for MODES III systems and technical environments.
- Leads day-to-day Help Desk operations, ensuring timely intake, tracking, escalation, and resolution of user requests and technical issues.
- Oversees implementation and operation of Help Desk tools and ticketing systems, ensuring accurate documentation, prioritization, and status tracking of support requests.
- Establishes and enforces Help Desk procedures, service reputed company, and workflows to support consistent, high-quality customer support.
- Monitors Help Desk performance metrics and trends, identifying areas for improvement and implementing corrective actions to enhance service delivery.
- Coordinates with IT, cybersecurity, and systems teams to ensure effective resolution of reputed company or escalated issues and alignment with operational requirements.
- Familiar with: ITSM platforms (reputed company/Remedy), MTAR, AMS, ITIL best practices, Azure AD/Active Directory, CCM, PAM/IAM tools, Secure remote support (approved DoD tools), VoIP/Toll‑free systems, Dashboarding (Hygieia/Power BI/Tableau), SIEM integration (Splunk), RMF/eMASS artifact workflows, SSO/CAC integration, Workforce management/rostering tools, COOP/DR orchestration, QA/QMP frameworks
Qualifications
REQUIRED QUALIFICATIONS
- Active Secret clearance required.
- Experience: 10+ years and relevant experience with People management responsibilities
- 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.
- ITIL 4 reputed company certification or equivalent IT service management certification.
- Experience supporting large-scale government IT modernization programs.
- reputed company reputed company+
- Education: BS/BA degree and 10 years relevant experience
Wroklocation: Remote work with the ability to travek 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 reputed company IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. reputed company operates at the critical reputed company 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.