Help Desk Lead

BlueWater Federal Solutions, Inc.; Montgomery (AL); Ibrido; USD 90.000 - 120.000; Tempo pieno

Descrizione del lavoro

Bluewater Federal is seeking a Help Desk Lead to support the USAF at Maxwell AFB, overseeing Level I–III help desk operations for the BMx systems and coordinating across teams to ensure rapid incident resolution.

Candidates must have 7+ years in Help Desk management and hold an active Secret clearance; ITIL Foundation and Security+ are preferred. Responsibilities include governance, reporting, and surge-event continuity planning.

Competenze

• 7+ years in Help Desk management and support for enterprise systems.
• Active Secret clearance required.
• Experience with ITSM/ticketing systems, incident management, escalation coordination, operational reporting, and governance.
• ITIL Foundation and Security+ certifications are preferred.

Mansioni

• Manage Level I–III help desk support for all BMx systems.
• Oversee ticket intake, triage, escalation, and queue performance.
• Monitor response-time compliance and operational metrics.
• Coordinate issue resolution with technical and functional teams.
• Handle CAT I escalation procedures and outage communications.
• Review recurring issues and prioritize the backlog.
• Support continuity during surge events and incidents.

Conoscenze

Help Desk leadership

Incident management

Escalation coordination

Operational reporting

Agile sustainment

Formazione

ITIL Foundation

Security+

Strumenti

ITSM ticketing systems

Descrizione del lavoro

Overview

Bluewater Federal is looking for a Help Desk Lead to support the USAF at Maxwell AFB.

The Base Maintenance (BMx) Family of Systems program provides critical lifecycle support for enterprise U.S. Air Force logistics and maintenance systems that enable global mission readiness and sustainment operations.

Responsibilities

• Manage Level I, II, and III help desk support for all BMx systems.
• Oversee ticket intake, triage, escalation, and queue performance.
• Monitor response-time compliance and operational support metrics.
• Coordinate issue resolution with technical and functional teams.
• Handle CAT I escalation procedures and outage communications.
• Review recurring issues and help prioritize the backlog.
• Support operational continuity during surge events and mission-critical incidents.

Qualifications

• 7+ years in Help Desk management and experience in supporting enterprise operational systems.
• Must have an active Secret clearance.
• Experience in ITSM/ticketing systems, incident management, escalation coordination, operational reporting, help desk governance, and Agile sustainment integration.
• ITIL Foundation and Security+ certs are preferred.

BlueWater Federal is proud to be an Equal Opportunity Employer. All qualified candidates will be considered without regard to race, color, religion, national origin, age, disability, sexual orientation, gender identity, status as a protected veteran, or any other characteristic protected by law. BlueWater Federal is a VEVRAA federal contractor and we request priority referral of veterans.