Help Desk Manager - Pipeline

Orion Consortium; Fort Meade (MD); On-site; USD 75,000 - 110,000; Full time

Job summary

Orion Consortium in Fort Meade, MD seeks a supervisor to lead staff responsible for AI-assisted, chat, phone and in-person user support across communications and collaboration tools.

You will act as the first point of contact for Help Desk performance, manage via performance metrics, and gather and present usage statistics. Clearance required: TS/SCI with Full-Scope polygraph; staffing anticipated for November 2026.

Qualifications

• TS/SCI clearance with Full-Scope polygraph is required.
• Experience supervising AI-assisted and help desk support teams.

Responsibilities

• Provide daily supervision to staff responsible for AI, AI-assisted, chat, phone and in-person support to users.
• Serve as the first point of contact for troubleshooting Help Desk performance.
• Manage via performance metrics and gather and present usage statistics.

Skills

AI support leadership

Help Desk supervision

Performance metrics

Troubleshooting

Job description

TS/SCI FS poly required.

*This is a pipeline position for an anticipated new contract, with staffing expected to begin in November 2026. Employment opportunities are contingent upon final staffing requirements. Applications are being accepted in advance to identify qualified candidates for potential openings.*

Description

Provide daily supervision and direction to staff who are responsible for AI, AI-assisted, chat, phone and/or in-person support to users in the areas of communications, collaboration tools, and applications. Serve as the first point of contact for troubleshooting Help Desk performance. Manage via performance metrics, gather and present usage statistics and information.

Requirements TBD

Clearance Required: TS/SCI with Full-Scope polygraph