Help Desk Lead with Security Clearance

BlueWater Federal Solutions; Montgomery (AL); On-site; USD 110,000 - 150,000; Full time

Job summary

BlueWater Federal Solutions is seeking a Help Desk Lead to support the USAF at Maxwell AFB. You will manage Level I–III support for BMx systems, oversee ticket handling, and ensure timely resolutions during surge events and incidents.

The role requires 7+ years in help desk management, an active Secret clearance, and experience with ITSM/ticketing systems, incident management, and escalation coordination. ITIL and Security+ are preferred qualifications.

Qualifications

• 7+ years of Help Desk management experience supporting enterprise operational systems.
• Active Secret clearance is required.
• Experience with ITSM/ticketing systems and incident management.
• Experience in escalation coordination and operational reporting.
• Experience with help desk governance and Agile sustainment integration.
• ITIL Foundation and Security+ certifications are preferred.
• BlueWater Federal is an Equal Opportunity Employer and a VEVRAA federal contractor.

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 Mgmt

ITSM

Incident Management

Escalation Coordination

Operational Reporting

Help Desk Governance

Agile Sustainment

Security+ (preferred)

Tools

ITSM/Ticketing Systems

Job description

Job Description Overview Bluewater Federal is looking for a Help Desk Lead to support the USAF at Maxwell AFB. The Base Maintenance (BMx) Family of Systems program provides critical lifecycle support for enterprise U.S. Air Force logistics and maintenance systems that enable global mission readiness and sustainment operations.

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.

Qualifications

• 7+ years in Help Desk management and experience in supporting enterprise operational systems.
• Must have an active Secret clearance.
• Experience in ITSM/ticketing systems, incident management, escalation coordination, operational reporting, help desk governance, and Agile sustainment integration.
• ITIL Foundation and Security+ certs are preferred. BlueWater Federal is proud to be an Equal Opportunity Employer. All qualified candidates will be considered without regard to race, color, religion, national origin, age, disability, sexual orientation, gender identity, status as a protected veteran, or any other characteristic protected by law. BlueWater Federal is a VEVRAA federal contractor and we request priority referral of veterans.