Help Desk Lead: Enterprise ITSM & Incident Mgmt

BlueWater Federal Solutions; Montgomery (AL); On-site; USD 115,000 - 150,000; Full time

Job summary

Bluewater Federal is seeking a Help Desk Lead to oversee Level I–III support for BMx systems at Maxwell AFB. You will manage tickets, triage incidents, and coordinate resolution with engineering and functional teams.

The role requires 7+ years of help desk leadership, active Secret clearance, and experience with ITSM, incident management, and Agile sustainment integration. ITIL Foundation and Security+ are preferred.

Qualifications

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

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.

Skills

Help desk management

Secret clearance

ITSM / ticketing

Incident management

Agile sustainment

Job description

Bluewater Federal is seeking a Help Desk Lead to oversee Level I–III support for BMx systems at Maxwell AFB. You will manage tickets, triage incidents, and coordinate resolution with engineering and functional teams.

The role requires 7+ years of help desk leadership, active Secret clearance, and experience with ITSM, incident management, and Agile sustainment integration. ITIL Foundation and Security+ are preferred.