Help Desk Lead: Mission-Critical ITSM & Escalation

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

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+.