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Help Desk Lead

American Operations CorporationMontgomery, AL
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Overview

Schedule
Full-time
Career level
Director
Remote
On-site
Benefits
Health Insurance
Dental Insurance
Vision Insurance

Job Description

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

Requirements

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.

Benefits

  • 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

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FAQs About Help Desk Lead Jobs at American Operations Corporation

What is the work location for this position at American Operations Corporation?
This job at American Operations Corporation is located in Montgomery, AL, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at American Operations Corporation?
Employer has not shared pay details for this role.
What employment applies to this position at American Operations Corporation?
American Operations Corporation lists this role as a Full-time position.
What experience level is required for this role at American Operations Corporation?
American Operations Corporation is looking for a candidate with "Director" experience level.
What benefits are offered by American Operations Corporation for this role?
American Operations Corporation offers following benefits: Health Insurance, Dental Insurance, Vision Insurance, Disability Insurance, Life Insurance, and Paid Vacation for this position. Actual benefits may vary depending on the employer's policies and employment terms.
What is the process to apply for this position at American Operations Corporation?
You can apply for this role at American Operations Corporation either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.