HELP DESK SUPPORT SPECIALIST IV (SUPERVISOR/LEAD)

***ONSITE IN PORT HUENEME***

Job Summary

This position provides senior-level support and leadership within a 24x7x365 operations environment, combining advanced help desk functions with real-time system and facility monitoring oversight. The Help Desk Support Specialist IV serves as the lead for incident management, process monitoring, and operational continuity for mission-critical systems and services.

This role is responsible not only for resolving complex escalated issues but also for supervising help desk personnel, managing daily operations, and coordinating project and service delivery activities. The position ensures alignment with service level agreements (SLAs), operational procedures, and customer expectations while maintaining high system availability and performance.

The Help Desk Support Specialist IV acts as the primary interface between the help desk team, engineering staff, and program leadership, providing guidance, escalation management, and operational reporting. This role requires strong leadership, decision-making, and organizational skills in a dynamic, mission-critical environment.

As with any position, additional expectations exist. Some of these include, but are not limited to, adhering to normal working hours (including shift oversight as required), meeting deadlines, following company policies as outlined by the Employee Handbook, communicating regularly with assigned supervisor(s), staying focused on assigned tasks, and completing other tasks as assigned.

Responsibilities

• Oversee and support resolution of escalated Tier I and Tier II support issues
• Monitor applications, systems, and services to ensure availability, performance, and operational compliance
• Lead incident management activities including prioritization, escalation, resolution oversight, and reporting
• Proactively identify system anomalies and ensure appropriate corrective actions are taken
• Monitor and ensure proper response to facility environmental systems including power, HVAC, fire suppression, water detection, and physical security systems
• Maintain operational awareness of all systems within a 24/7 operations center environment
• Coordinate with Tier III support, system administrators, and engineers to resolve complex issues
• Ensure compliance with service level agreements (SLAs) and operational performance metrics
• Oversee documentation efforts including SOPs, policies, and operational procedures
• Provide direct supervision and daily oversight of help desk personnel and operations staff
• Assign tasks, manage shift coverage, and monitor workload distribution across the team
• Review and validate work products including incident tickets, reports, and documentation for accuracy and completeness
• Mentor and train help desk staff to improve technical capability and service delivery performance
• Provide input to performance evaluations, professional development, and staffing decisions
• Facilitate team meetings, shift briefings, and knowledge-sharing sessions
• Promote adherence to operational procedures, customer service standards, and best practices
• Coordinate and manage help desk-related projects, initiatives, and process improvement efforts
• Track and report operational metrics, trends, and performance indicators to program leadership
• Support quality assurance activities including test plans, reporting, and continuous improvement initiatives
• Serve as primary point of contact for customer communication regarding service desk operations
• Identify opportunities for automation, process optimization, and efficiency improvements
• Support contract deliverables, audits, and compliance requirements

Basic Qualifications

• U.S. Citizenship Required
• High School Diploma or equivalent; Associate’s or Bachelor’s degree preferred
• 6+ years of IT support or help desk experience in a corporate or operational environment
• 2+ years of experience in a supervisory, lead, or team coordination role
• Strong experience with incident management and ticketing systems
• Demonstrated leadership, organizational, and decision-making skills
• Ability to manage multiple priorities in a fast-paced, 24/7 operational environment
• Strong written and verbal communication skills
• Ability to obtain and maintain a DoD Secret clearance

Preferred Qualifications

• Current/Active DoD Secret clearance
• CompTIA Security+ (IAT Level II) certification
• Experience leading operations center, NOC, or watch floor teams
• Experience supporting DoD or Navy operational environments
• Knowledge of ITIL processes and service management frameworks
• Experience with performance metrics, reporting, and SLA management
• Experience supporting audits, compliance, or contract deliverables

Location: Government Site – NITC, Port Hueneme, CA

Department: EBS EOE

Reporting Senior: Project Manager

Company Summary


Join the VSolvit Team! Founded in 2006, VSolvit (pronounced 'We Solve It') is a technology services provider that specializes in cybersecurity, cloud computing, geographic information systems (GIS), business intelligence (BI) systems, data warehousing, engineering services, and custom database and application development. VSolvit is an award winning WOSB, CA CDB, MBE, WBE, and CMMI Level 3 certified company. We offer a customizable health benefits program that best meets the needs of its employees. Offering may include: medical, dental, and vision insurance, life insurance, long and short-term disability and other insurance products, Health Savings Account, Flexible Spending Account, 401K Retirement Plan options, Tuition Reimbursement, and assorted voluntary benefits. Our goal is to grow together and enjoy the work that we do as a team.

VSolvit LLC is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.