Title:Help Desk Manager
As a
Help Desk Manager, you will be responsible for developing and implementing secure, end-to-end cluster and application lifecycles in cloud environments. You will collaborate with clients and internal teams to design and implement containerization solutions using Kubernetes or Docker. A key aspect of your role will involve building and maintaining CI/CD pipelines, ensuring a smooth, secure software update process. Additionally, you will apply GitOps principles for software delivery automation, ensuring that systems are both efficient and secure. Your work will support the organization's goals of enhancing security, scalability, and operational efficiency.
Key Responsibilities:- Lead the day-to-day activities of the help desk team, ensuring timely resolution of user issues and escalations.
- Serve as the primary point of contact for complex technical issues, troubleshooting system, network, and software problems in the Gravity DevSecOps Pipeline.
- Provide guidance and mentorship to junior support staff, helping them develop skills and improve performance.
- Manage and respond to all support tickets related to the Gravity pipeline infrastructure, CI/CD tools, and system performance.
- Ensure uptime and performance of critical systems, including development environments, container platforms (e.g., Docker, Kubernetes), and cloud services.
- Diagnose and resolve network, server, or software issues, working with development and security teams to ensure mission continuity.
- Oversee help desk workflows, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs) such as response time and resolution rates.
- Continuously identify areas for process improvement, automating common support tasks and implementing best practices for efficiency.
- Assist in the development and maintenance of internal documentation, including troubleshooting guides, procedures, and knowledge base articles.
- Collaborate with DevOps engineers, developers, and system administrators to ensure effective issue resolution and minimal disruption to development processes.
- Communicate updates and incident reports to stakeholders, including status updates on ongoing issues or planned maintenance activities.
- Act as a liaison between help desk staff and upper management to ensure alignment with project goals and priorities.
- Ensure compliance with all DoD security policies, including adherence to Security Technical Implementation Guides (STIGs) and other government-mandated protocols.
- Coordinate with the security team to manage security incidents, apply patches, and implement security configurations as required.
- Maintain the integrity and confidentiality of classified information handled within the help desk environment.
QualificationsRequired:- Secret Clearance or above
- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- 2+ years of experience in IT support or help desk roles, with at least 1-2 years in a lead or supervisory position.
- Hands-on experience supporting DevSecOps pipelines, CI/CD tools (e.g., Jenkins, GitLab, Kubernetes), and cloud platforms (e.g., AWS, Azure, Google Cloud).
- Strong knowledge of Linux/Unix, Mac and Windows environments, including system administration and network troubleshooting.
- Familiarity with configuration management and automation tools such as Ansible, Terraform, or Chef.
- Excellent leadership and team collaboration abilities.
- Strong technical troubleshooting and problem-solving skills in complex IT environments.
- Effective communication skills to interact with both technical and non-technical personnel.
- Ability to prioritize multiple tasks, work under pressure, and resolve issues in a timely manner.
- Commitment to security best practices and ensuring compliance with strict DoD protocols.
Desired: - Experience supporting DoD or Space Force operations in a DevSecOps environment.
- Familiarity with DoD cybersecurity compliance frameworks such as RMF, STIGs, and NIST standards.
- Certifications such as CompTIA Security+, ITIL, or AWS Certified SysOps Administrator.
- Experience with utilizing AI tools within a development environment.
Basic Compensation: $70,100 - $105,200 (For Colorado Springs, CO Only)The offered rate will be based on the selected candidate's knowledge, skills, abilities and/or experience and in consideration of internal parity.
Additional Compensation: KBR may offer bonuses, commissions, or other forms of compensation to certain job titles or levels, per internal policy or contractual designation. Additional compensation may be in the form of a sign on bonus, relocation benefits, short-term incentives, long-term incentives, or discretionary payments for exceptional performance.
