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American Operations Corporation

Help Desk Lead

American Operations Corporation

Location
Onsite (Montgomery, Alabama)
Employment
Full-time
Level
Senior Level
Posted 2 days ago

About the Role

American Operations Corporation is seeking a Help Desk Lead to manage integrated Help Desk operations supporting critical systems. This role is crucial for ensuring mission continuity by rapidly resolving operational issues and coordinating with various technical teams.

Skills

Itsm Ticketing Systems Incident Management Escalation Coordination Operational Reporting Help Desk Governance Agile Sustainment Integration Triage Queue Management Backlog Refinement Metrics Tracking DoD Secret Clearance

Benefits

  • Health Care Plan
  • Retirement Plan
  • Life Insurance
  • Paid Time Off
  • Disability

Full job details

Manages integrated BMx Level I, II, and III Help Desk operations supporting operational sustainment, user support, escalation governance, deficiency management, response-time compliance, and operational reporting activities. The Help Desk Lead governs ticket intake, triage, queue management, escalation coordination, operational communication, and Help Desk metrics tracking across FMxC2, IMDS/IMDS-MSM, FEM, and PAMS.

This role coordinates closely with Product Owners, Scrum Masters, Functional SMEs, DevSecOps personnel, Cybersecurity personnel, and Independent Test Teams to ensure Help Desk deficiencies, recurring incidents, operational pain points, and sustainment trends are integrated into backlog refinement and modernization prioritization activities. The Help Desk Lead also governs CAT I escalation activities, response-time management, operational communication during outages, and sustainment coordination during surge events.

Within BMx, the Help Desk Lead supports mission continuity by ensuring operational issues affecting maintenance scheduling, PMEL operations, calibration visibility, readiness reporting, or logistics workflows are escalated and resolved rapidly

Must possess DoD Secret Clearance.

Technical Skills

·       ITSM/ticketing systems

·       Incident management

·       Escalation coordination

·       Operational reporting

·       Help Desk governance

·       Agile sustainment integration

Certifications

Preferred:

·       ITIL Foundation

·       Security+

Experience

·       7+ years Help Desk management.

·       Experience supporting enterprise operational systems.

  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k)
  • Life Insurance (Basic, Voluntary & AD&D)
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Short Term & Long Term Disability