Help Desk Lead with Security Clearance

BlueWater Federal Solutions; Montgomery (AL); On-site; USD 90,000 - 120,000; Full time

Job summary

Bluewater Federal is seeking a Help Desk Lead to support the USAF at Maxwell AFB. The role manages Level I–III help desk for the BMx systems, ensuring ticket intake, triage and SLA performance in a mission-critical environment.

Applicants should have 7+ years in help desk management with enterprise systems, active Secret clearance, and experience with ITSM, incident management, escalation, and operational reporting within Agile sustainment contexts.

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.

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

Security clearance

Tools

ITSM / ticketing systems

Incident management

Escalation coordination

Operational reporting

Help desk governance

Agile sustainment integration

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.