Posted today
Top Secret
Unspecified
Unspecified
IT - Support
ballston, VA (On-Site/Office)
Location: Ballston, VA & Reston, VA
Clearance Requirement: Active TS (required)
Job Description and Responsibilities:
The Senior Help Desk Manager provides leadership and operational oversight for enterprise IT service desk operations supporting a mission-critical government program. This role manages personnel, processes, and performance to ensure timely, secure, and compliant IT support in a classified environment.
Key Responsibilities:
Minimum Qualifications:
Desired Qualifications:
Clearance Requirement: Active TS (required)
Job Description and Responsibilities:
The Senior Help Desk Manager provides leadership and operational oversight for enterprise IT service desk operations supporting a mission-critical government program. This role manages personnel, processes, and performance to ensure timely, secure, and compliant IT support in a classified environment.
Key Responsibilities:
- Manage day-to-day operations of a multi-tier IT Help Desk supporting classified systems
- Supervise, train, and mentor Help Desk personnel across multiple locations
- Ensure compliance with contract requirements, SLAs, ITIL processes, and security policies
- Serve as the primary escalation point for high-impact incidents and customer issues
- Coordinate with engineering, cybersecurity, and program leadership to resolve complex technical problems
- Track, analyze, and report service desk metrics and performance indicators
- Maintain and enforce SOPs, knowledge management, and configuration documentation
- Support staffing, onboarding, scheduling, and performance evaluations
- Participate in audits, inspections, and compliance reviews as required by the contract
- Recommend and implement process improvements to increase efficiency and service quality
Minimum Qualifications:
- Active TS clearance (must be current)
- Bachelor's degree in IT, Computer Science, or related field (or equivalent experience)
- 8-10 years of IT support experience, including 3+ years in a supervisory or management role
- Experience supporting government or Intelligence Community customers
- Strong knowledge of enterprise IT environments (Windows, Linux, networking, endpoints)
- Experience working in classified or highly secure environments
- Familiarity with ITIL-based service management and ticketing systems (e.g., ServiceNow)
- Strong written and verbal communication skills
- Onsite role supporting customer sites in Ballston, VA and Reston, VA
- On-site presence required as dictated by mission and contract needs
Desired Qualifications:
- ITIL Foundation (or higher) certification
- PMP or other leadership/management certification
- Experience supporting multi-site or hybrid operations
- Prior experience on DoD or IC contracts
group id: 91112404
