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American Operations

Delivers national defense technology solutions

Help Desk Lead

IT Service Desk & End User SupportConfirmed live in the last 24 hours
Full-timeMontgomery, AL, USANo salary listedIn-person

About the Job

Requirements

  • Must possess a Department of Defense Secret Clearance.
  • Must have 7 or more years of Help Desk management experience.
  • Must have experience supporting enterprise operational systems.
  • Must have proficiency with IT service management and ticketing systems.
  • Must have incident management skills.
  • Must have escalation coordination skills.
  • Must have operational reporting skills.
  • Must have Help Desk governance skills.
  • Must have Agile sustainment integration skills.

Responsibilities

  • Manage 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.
  • Govern ticket intake, triage, queue management, escalation coordination, operational communication, and Help Desk metrics tracking across FMxC2, IMDS/IMDS-MSM, FEM, and PAMS.
  • Coordinate with Product Owners, Scrum Masters, Functional Subject Matter Experts, DevSecOps personnel, Cybersecurity personnel, and Independent Test Teams to integrate Help Desk deficiencies, recurring incidents, operational pain points, and sustainment trends into backlog refinement and modernization prioritization activities.
  • Govern CAT I escalation activities, response-time management, operational communication during outages, and sustainment coordination during surge events.
  • Support mission continuity within BMx by ensuring operational issues affecting maintenance scheduling, PMEL operations, calibration visibility, readiness reporting, or logistics workflows are escalated and resolved rapidly.

Desired Qualifications

  • ITIL Foundation certification is preferred.
  • Security+ certification is preferred.

About the Company

American Operations

Delivers national defense technology solutions

American Operations Corporation focuses on national defense and security by delivering mission-critical technology and mission-support solutions for federal partners. It integrates services across enterprise technology modernization, battlespace interoperability, aviation systems engineering and operations, facility and workspace management, and global logistics to plan, implement, and operate complex missions using large, scalable teams and globally distributed resources. The company differentiates itself through its dedicated national-defense focus, extensive past performance, ability to scale for large orders, TS-cleared workforce, and strategic joint ventures with Tetra Tech Federal IT. Its goal is to help federal customers meet mission needs worldwide with end-to-end capabilities that cover technology, interoperability, aviation, facilities, and logistics.

Company size
51-200
Company stage
Not listed
Total funding
Not listed
Headquarters
Chantilly, VA
Founded
1983

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