Job Requirements
Remote Reston, VA
Secret Polygraph not specified
Early Career (2+ yrs experience)
$85,000 - $105,000
Job Description
ISI is seeking a Help Desk Operations Manager to lead day-to-day operations for a growing Tier 1 help desk team supporting administrative personnel security work through the HALO task management system.
This role is responsible for team performance, queue health, workflow standardization, escalation discipline, and leadership reporting. The ideal candidate is a calm, structured people leader who can drive quality and consistency in a high-volume, quick-turn environment while developing junior staff into stronger operators and future leaders. This aligns with the Tier 1 model reflected in your staffing materials: repetitive, process-driven administrative work with Tier 2 reserved for deeper scrutiny and specialist judgment.
Key Responsibilities
• Lead daily operations of a growing Tier 1 help desk team supporting administrative personnel security tasks in HALO
• Manage queue volume, aging, escalations, turnaround time, error rate, and rework rate
• Ensure work is handled consistently, accurately, documented properly, and completed in accordance with defined workflows
• Standardize team execution and reinforce clear operating expectations across the help desk
• Approve escalations to Tier 2 when issues require deeper review, and surface system-access blockers to leadership when they affect completion times or trend reporting
• Build and maintain dashboards and KPI reporting to provide leadership with visibility into operational performance and trends
• Coach and develop junior staff through mentoring, cross-training, performance feedback, and clear accountability
• Strengthen teamwork, improve consistency, and address performance or behavior issues quickly and directly
• Refine workflows, update SOPs, and improve team effectiveness based on data, trends, and business needs
• Participate in hiring and selection of new team members
Qualifications
Required
• 1–2 years of experience leading a help desk, service desk, or similar support team
• Experience managing performance in a high-volume support environment
• Strong communication skills and ability to lead effectively up and down the organization
• Demonstrated ability to create structure, standardize workflows, and drive consistent execution
• Experience using metrics and reporting to manage operations and improve performance
• U.S. Citizenship required
• Ability to work in a hybrid capacity and remain accessible to Reston, VA
Preferred
• Experience in personnel security, security operations, or other regulated administrative environments
• Experience with HALO or similar ticket/case management systems
• Experience building dashboards and KPI reporting
• Military experience
• Background in AI, data science, analytics, or a related field
• Comfort using AI tools such as ChatGPT or Claude to improve reporting, workflow design, SOP creation, and operational efficiency
What Success Looks Like
• A well-managed, steady queue with low turnaround times
• Consistent task handling, documentation, and escalation practices
• Fewer avoidable errors and rework
• Clear leadership visibility through dashboards and trend reporting
• Junior staff who are developing into stronger operators and emerging leaders
• A team culture that is calm, accountable, and aligned around quality, accuracy, and speed
Ideal Candidate Profile
The right candidate is calm, fair, sharp, structured, decisive, and encouraging. They care deeply about quality and consistency, use data to drive decisions, and are passionate about leading and developing people.
This role is responsible for team performance, queue health, workflow standardization, escalation discipline, and leadership reporting. The ideal candidate is a calm, structured people leader who can drive quality and consistency in a high-volume, quick-turn environment while developing junior staff into stronger operators and future leaders. This aligns with the Tier 1 model reflected in your staffing materials: repetitive, process-driven administrative work with Tier 2 reserved for deeper scrutiny and specialist judgment.
Key Responsibilities
• Lead daily operations of a growing Tier 1 help desk team supporting administrative personnel security tasks in HALO
• Manage queue volume, aging, escalations, turnaround time, error rate, and rework rate
• Ensure work is handled consistently, accurately, documented properly, and completed in accordance with defined workflows
• Standardize team execution and reinforce clear operating expectations across the help desk
• Approve escalations to Tier 2 when issues require deeper review, and surface system-access blockers to leadership when they affect completion times or trend reporting
• Build and maintain dashboards and KPI reporting to provide leadership with visibility into operational performance and trends
• Coach and develop junior staff through mentoring, cross-training, performance feedback, and clear accountability
• Strengthen teamwork, improve consistency, and address performance or behavior issues quickly and directly
• Refine workflows, update SOPs, and improve team effectiveness based on data, trends, and business needs
• Participate in hiring and selection of new team members
Qualifications
Required
• 1–2 years of experience leading a help desk, service desk, or similar support team
• Experience managing performance in a high-volume support environment
• Strong communication skills and ability to lead effectively up and down the organization
• Demonstrated ability to create structure, standardize workflows, and drive consistent execution
• Experience using metrics and reporting to manage operations and improve performance
• U.S. Citizenship required
• Ability to work in a hybrid capacity and remain accessible to Reston, VA
Preferred
• Experience in personnel security, security operations, or other regulated administrative environments
• Experience with HALO or similar ticket/case management systems
• Experience building dashboards and KPI reporting
• Military experience
• Background in AI, data science, analytics, or a related field
• Comfort using AI tools such as ChatGPT or Claude to improve reporting, workflow design, SOP creation, and operational efficiency
What Success Looks Like
• A well-managed, steady queue with low turnaround times
• Consistent task handling, documentation, and escalation practices
• Fewer avoidable errors and rework
• Clear leadership visibility through dashboards and trend reporting
• Junior staff who are developing into stronger operators and emerging leaders
• A team culture that is calm, accountable, and aligned around quality, accuracy, and speed
Ideal Candidate Profile
The right candidate is calm, fair, sharp, structured, decisive, and encouraging. They care deeply about quality and consistency, use data to drive decisions, and are passionate about leading and developing people.
group id: 10516548
