Lead Service Desk Manager - 23134

Huntington Ingalls Industries; Whitehurst (MD); On-site; USD 112,000 - 161,000; Full time

Job summary

An established industry player is seeking a Lead Service Desk Manager to enhance IT support delivery for a critical US Air Force program. This role involves developing and mentoring a team while ensuring operational excellence in a cloud-based environment. Candidates should possess strong technical support and troubleshooting skills, alongside leadership capabilities to improve service quality. A commitment to excellence and a proactive approach to problem-solving are essential. Join a team dedicated to national defense and make a significant impact in cybersecurity and mission IT.

Qualifications

• 6 years of experience in IT support with a Bachelor's degree.
• 4+ years in technical support and troubleshooting.
• Active secret security clearance required.

Responsibilities

• Train and mentor Service Desk personnel for operational excellence.
• Analyze help desk performance using key metrics.
• Act as escalation point for critical issues.

Skills

Technical Support

Troubleshooting

Human Factors

User Experience

Education

Bachelor's in Computer Science

Master's in related field

High School Diploma

Job description

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Location: Annapolis Junction, MD, Maryland, United States

Requisition Number:23134

Required Travel: 0 - 10%

Employment Type:Full Time/Salaried/Exempt

Anticipated Salary Range:$112,625.00-$160,892.00

Security Clearance:Secret

Level of Experience:Senior

This opportunity resides with Warfare Systems (WS), a business group within HII’s Mission Technologies division. Warfare Systems comprises cyber and mission IT; electronic warfare; and C5ISR systems.

HII works within our nation’s intelligence and cyber operations communities to defend our interests in cyberspace and anticipate emerging threats. Our capabilities in cybersecurity, network architecture, reverse engineering, software and hardware development uniquely enable us to support sensitive missions for the U.S. military and federal agency partners.

Meet HII’s Mission Technologies Division
Our team of more than 7,000 professionals worldwide delivers all-domain expertise and advanced technologies in service of mission partners across the globe. Mission Technologies is leading the next evolution of national defense – the data evolution - by accelerating a breadth of national security solutions for government and commercial customers. Our capabilities range from C5ISR, AI and Big Data, cyber operations and synthetic training environments to fleet sustainment, environmental remediation and the largest family of unmanned underwater vehicles in every class. Find the role that’s right for you. Apply today. We look forward to meeting you.

HII, Mission Technologies is seeking an experienced Lead Service Desk Manager responsible for developing and mentoring Service Desk personnel while ensuring operational excellence in IT support delivery. Position will support a US Air Forcecloud-based program involving the final integration and deployment of Zero-trust enabled, data centric, coalition information sharing functionality to DoD components, allies, and interagency partners.

This role combines technical expertise with leadership skills to enhance service quality and team capabilities across all support classifications.

What you will do

• Responsible for training and coaching Service Desk team members on effective methods to research, troubleshoot, deliver solutions, and understand existing services and their updates across all classifications.
• Identifies, develops, and gathers key metrics to provide on-demand access by Government and Contractor leadership, while using the metrics to analyze help desk performance and identify problem areas.
• Acts as the escalation point and facilitator for severe, mission critical, or unique issues.

What we are looking for

• 6 years relevant progressive experience with Bachelors in related field (Computer Science, Mathematics, or equivalent technical degree), 4 years relevant progressive experience with Masters in related field; or High School Diploma or equivalent and 10 years relevant progressive experience in enterprise data and information management experience.
• 4+ years’ experience with focus in technical support and troubleshooting.
• Formal Human Factors and/or User Experience skills.
• Active secret security clearance.

Physical Requirements

May be required to visit job site in an industrial or shipboard environment. Normally not required to lift more than 40 pounds higher than three feet above feet/floor level.

The listed salary range for this role is intended as a good faith estimate based on the role's location, expectations, and responsibilities. When extending an offer, HII's Mission Technologies division takes a variety of factors into consideration which include, but are not limited to, the role's function and a candidate's education or training, work experience, and key skills.

Together we are working to ensure a future where everyone can be free and thrive.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.

Do You Need Assistance?
If you need a reasonable accommodation for any part of the employment process, please send an e-mail to [e-mail] and let us know the nature of your request and your contact information. Reasonable accommodations are considered on a case-by-case basis. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address. Additionally, you may also call 1-844-849-8463 for assistance. Press #3 for HII Mission Technologies.