Help Desk Lead: Enterprise ITSM & Secret Clearance

BlueWater Federal Solutions, Inc.; Montgomery (AL); Hybrid; USD 90,000 - 120,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Help Desk leadership

Incident management

Escalation coordination

Operational reporting

Agile sustainment

Education

ITIL Foundation

Security+

Tools

ITSM ticketing systems

Job description

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.