Help Desk Lead in IT Operations

Description

SAIC is seeking an experienced and dynamic Tier 1 Help Desk Lead (TSS C4I Help Desk Lead-Leadership Role in IT Operations) to manage and optimize Tier 1 Help Desk operations. This is a key leadership role responsible for ensuring seamless support to Navy customers and PMW-160, driving operational excellence, and mentoring a high-performing team of Help Desk Analysts. This position is onsite at a secure government facility and is primarily a day shift position.

As the first point of contact for technical assistance and escalation triage, you'll work to resolve issues systematically, maintain critical workflows using the HELIX ticketing system, and deliver timely, secure, and efficient customer support. You will collaborate directly with stakeholders, refine support processes, and ensure compliance with service level agreements (SLAs) in alignment with mission-critical objectives. This role offers the opportunity to lead, innovate, and contribute to impactful outcomes in IT operations.

JOB DUTIES:

• Oversee all Help Desk operations, ensuring smooth 24/5 coverage and adherence to defined SLAs.
• Oversee all Help Desk operations, ensuring smooth 24/5 coverage and adherence to defined SLAs.
  
  Manage ticket escalations and resolution workflows using the HELIX system, while maintaining ticketing continuity, prioritization, and timelines for customer satisfaction.
• Supervise, mentor, and lead a team of Tier 1 Help Desk Analysts (HDAs), fostering skills development, accountability, and high performance.
• Monitor and report key operational metrics, providing regular status updates and performance briefings to leadership.
• Continuously refine help desk processes, procedures, and workflows to adapt to evolving customer and mission requirements.
• Collaborate with stakeholders to maintain smooth Configuration Management (CM) practices for Program of Record (POR) systems.

Qualifications

REQUIREMENTS :

Bachelor's degree in Information Technology, Computer Science, or a related field and five (5) years or more of relevant IT support experience; Master's degree and three (3) or more years of relevant experience.

• Bachelor's degree in Information Technology, Computer Science, or a related field and five (5) years or more of relevant IT support experience; Master's degree and three (3) or more years of relevant experience.
• Must be a U.S. Citizen
• Must have an Active Secret Clearance to start
• 2+ years of help desk experience
• 1+ year in a leadership role, managing teams and/or IT service operations.
• Active DoD 8570 IAT Level 1 Certification (or ability to obtain prior to start).
• Flexibility to provide on-call or after-hours support as needed to maintain ongoing customer operations.
• The Help Desk Lead is primarily a day shift position, however the watch standers are onsite from 0545 - 2145 Monday through Friday in a days and eve shift format. As the lead you can anticipate modifying your schedule accordingly to accommodate supervision of the watch standers.

DESIRED SKILLS:

• Proven success in managing or supporting high-paced IT help desks in secure environments.
• Experience with HELIX ticketing systems and Configuration Management processes for Program of Record (POR) systems.
• Demonstrated expertise in process improvement, team leadership, and customer interaction.
• Strong communication, analytical, team-building, and problem-solving skills.
• The work environment requires a focused, organized leader who thrives in a team-oriented setting and can meet operational challenges with confidence. This role is integral to delivering mission-critical support to the U.S. Navy.
• Candidates should demonstrate flexibility, adaptability, and a commitment to technical and customer service excellence.

Target salary range: $80,001 - $120,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.