Help Desk Lead: Mission-Critical ITSM & Escalation

American Operations Corporation; Texas; On-site; USD 70,000 - 90,000; Full time

Job summary

American Operations Corporation is seeking a Help Desk Lead to manage Help Desk operations supporting user assistance, escalation governance, and operational reporting. This role entails coordinating closely with various teams to ensure operational issues are resolved efficiently.

Key requirements include holding a DoD Secret Clearance and having over 7 years of Help Desk management experience. The ideal candidate will have expertise in ITSM systems and will support mission continuity through effective operational communication during outages.

Qualifications

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

Responsibilities

• Manages integrated Help Desk operations and user support.
• Coordinates with Product Owners and Functional SMEs.
• Ensures rapid escalation and resolution of operational issues.

Skills

ITSM/ticketing systems

Incident management

Escalation coordination

Operational reporting

Help Desk governance

Agile sustainment integration

Education

ITIL Foundation

Security+

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

Must possess DoD Secret Clearance.

Technical Skills

· ITSM/ticketing systems

· Incident management

· Escalation coordination

· Operational reporting

· Help Desk governance

· Agile sustainment integration

Certifications

Preferred:

· ITIL Foundation

· Security+

Experience

· 7+ years Help Desk management.

· Experience supporting enterprise operational systems.

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability