Help Desk Manager with Active Secret Clearance

Whitecollars; Arlington (TX); Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Help Desk Manager to lead daily operations and ensure effective support for all users. This role involves managing a 24/7 Help Desk team, ensuring compliance with strict SLA requirements, and developing SOPs aligned with ITIL best practices. The ideal candidate will have a strong background in Help Desk management, particularly in a Department of Defense environment, and will be responsible for reporting on performance metrics. If you thrive in a fast-paced environment and have a passion for user support, this opportunity is perfect for you.

Qualifications

• 5+ years of experience leading Help Desk teams in a DoD environment.
• ITIL Foundation Certification strongly preferred.

Responsibilities

• Manage 24/7 Help Desk operations and personnel.
• Ensure 30-minute response times for user inquiries.
• Oversee incident and problem management activities.

Skills

Help Desk Management

ITIL Best Practices

Incident Management

User Support

Education

Bachelor's Degree

ITIL Foundation Certification

Job description

Location:
Arlington, VA (primary); remote oversight required

Clearance Requirement:
Active Secret Clearance

Position Overview:
The Help Desk Manager leads daily Help Desk operations, ensuring prompt
and effective Tier 1 and Tier 2 support for allForeign Liaison Office (FLO) users under strict SLA
compliance.

Responsibilities:
- Manage 24/7 Help Desk operations and personnel.
- Ensure 30-minute response times for user inquiries.
- Oversee incident, event, problem, request fulfillment, andaccessmanagement activities.
-Report on Help Desk performance metrics aligned to the QualityAssurance Surveillance Plan (QASP).
-Develop SOPs aligned with ITIL best practices.

Qualifications:
-ITIL Foundation Certification strongly preferred.
- Minimum 5 years of experience leading Help Desk teams in aDoDenvironment.
- Bachelor's degree or equivalent experience.