Help Desk Lead

American Ops; Montgomery (AL); On-site; USD 80,000 - 100,000; Full time

Job summary

American Ops in Montgomery, Alabama, is seeking a Help Desk Lead to manage integrated Help Desk operations. This role includes overseeing ticket intake and triage, ensuring rapid resolution of operational issues, and coordinating closely with cross-functional teams to address deficiencies.

The ideal candidate must have DoD Secret Clearance and over 7 years of experience in Help Desk management, solid understanding of ITSM, and relevant certifications like ITIL Foundation and Security+.

Qualifications

• Must possess DoD Secret Clearance.
• 7+ years Help Desk management experience.
• Experience supporting enterprise operational systems.

Responsibilities

• Manage Help Desk operations and ticket intake.
• Coordinate communication and escalation during operational issues.
• Ensure Help Desk deficiencies are resolved rapidly.

Skills

ITSM/ticketing systems

Incident management

Escalation coordination

Operational reporting

Help Desk governance

Agile sustainment integration

Job description

Manages integrated BMx Level I, II, and III Help Desk operations supporting operational sustainment, user support, escalation governance, deficiency management, response‑time compliance, and operational reporting activities. The Help Desk Lead governs ticket intake, triage, queue management, escalation coordination, operational communication, and Help Desk metrics tracking across FMxC2, IMDS/IMDS-MSM, FEM, and PAMS.

This role coordinates closely with Product Owners, Scrum Masters, Functional SMEs, DevSecOps personnel, Cybersecurity personnel, and Independent Test Teams to ensure Help Desk deficiencies, recurring incidents, operational pain points, and sustainment trends are integrated into backlog refinement and modernization prioritization activities. The Help Desk Lead also governs CAT I escalation activities, response‑time management, operational communication during outages, and sustainment coordination during surge events.

Within BMx, the Help Desk Lead supports mission continuity by ensuring operational issues affecting maintenance scheduling, PMEL operations, calibration visibility, readiness reporting, or logistics workflows are escalated and resolved rapidly.

Requirements

Must possess DoD Secret Clearance.

Technical Skills

• ITSM/ticketing systems
• Incident management
• Escalation coordination
• Operational reporting
• Help Desk governance
• Agile sustainment integration

Certifications

• ITIL Foundation
• Security+

Experience

• 7+ years Help Desk management.
• Experience supporting enterprise operational systems.