Help Desk Manager — Secret Clearance, IT Service Leader

AMERICAN SYSTEMS; Arlington (VA); On-site; USD 133,000 - 222,000; Full time

Job summary

AMERICAN SYSTEMS is seeking a Help Desk Specialist Manager to lead the staff and day-to-day operations of the technical service desk supporting the F-35 Joint Program Office Virtual Enterprise environment. This role directs second-tier support for end-user hardware, software, servers, and network services.

The position requires a Bachelor's degree in IT-related fields and at least five years of technical support experience, including supervisory responsibilities.

Qualifications

• Bachelor's degree in information technology, computer science, MIS, or related discipline.
• Minimum of five years of technical support or help desk experience; one to three years of supervisory experience.
• Experience managing day-to-day performance of technical support personnel and achieving milestones.
• Strong knowledge of help desk operations, incident management, problem management, service request fulfillment, escalation, and root-cause analysis.
• Experience using IT service management platforms and performance metrics to improve service delivery.
• Ability to coordinate across Government, contractor, network, systems, cybersecurity, and engineering stakeholders.

Responsibilities

• Manage help desk personnel and daily support operations, including work assignment, coaching, performance oversight, and coverage needed to maintain uninterrupted service.
• Direct second-tier troubleshooting for PCs, servers, applications, hardware, software, and network services.
• Oversee service requests, incidents, escalations, and problem-management activities to support timely resolution per SLAs.
• Serve as escalation point for severe or complex issues requiring cross-team coordination.
• Train personnel on help desk systems, tools, knowledge resources, and troubleshooting methods.
• Monitor ticket volume, resolution times, backlog, customer satisfaction, trends, and metrics to identify gaps.
• Lead post-incident reviews and root-cause analyses and implement corrective actions and knowledge articles.
• Coordinate with network, systems, application, cybersecurity, and engineering teams to restore service.
• Recommend workflow, staffing, automation, and service-management improvements to increase efficiency.

Skills

Help desk operations

Incident management

Root-cause analysis

Team leadership

IT service management

Education

Bachelor's degree in IT / CS / MIS or related discipline

Tools

ITSM platforms

Job description

AMERICAN SYSTEMS is seeking a Help Desk Specialist Manager to lead the staff and day-to-day operations of the technical service desk supporting the F-35 Joint Program Office Virtual Enterprise environment. This role directs second-tier support for end-user hardware, software, servers, and network services.

The position requires a Bachelor's degree in IT-related fields and at least five years of technical support experience, including supervisory responsibilities.