Help Desk Technician III

Position Summary

Provides Tier 3 expert-level technical support for mission-critical SATCOM network infrastructures and C2ISR platforms. Maintains backup and disaster recovery plans, liaises with commercial vendors and government entities, and ensures operational effectiveness of satellite communication systems. Requires TS/SCI clearance.

Essential Duties and Responsibilities

• Provide leadership and oversight for government services delivery to meet contractual requirements, SLAs, and performance metrics.
• Serve as primary escalation point for delivery risks, customer issues, and cross-functional blockers; drive timely resolution.
• Develop and maintain delivery plans, staffing models, and operating rhythms (reviews, reporting, governance).
• Ensure compliance with applicable federal contract requirements, security policies, and quality standards.
• Partner with program management, contracts, finance, and HR to support hiring, onboarding, performance management, and retention.
• Identify continuous improvement opportunities and implement process, tooling, and training enhancements.
• Prepare and deliver status updates, briefings, and documentation for leadership and customer stakeholders.

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Bachelor’s degree in Business, Public Administration, IT, or related field (or equivalent experience).
• 5+ years of progressively responsible experience supporting government services, programs, or contracts.
• Demonstrated leadership experience managing teams, priorities, and stakeholder expectations.
• Strong knowledge of service delivery operations, performance management, and reporting.
• Excellent written and verbal communication skills; able to produce professional briefings and documentation.
• Ability to obtain and maintain required background check/clearance as applicable to contract.

Desired Requirements:

• Experience supporting DoD or federal civilian customers in an operational services environment.
• Familiarity with contract vehicles, deliverables, and governance (e.g., QBRs, SLA reporting).
• Experience with IT service management practices (e.g., ITIL) and service desk tooling (e.g., ServiceNow).
• PMP, ITIL Foundation, or comparable certifications.
• Experience building SOPs, knowledge bases, and training programs.

Physical Demands and Work Environment 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate. 

Travel - Up to 10%

Shift

• Hours and shift determined by location.

Note

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

The company is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable