The Senior Help Desk Operations Manager serves as the senior operational deputy overseeing multi-tier WDP user support delivery across Unclassified, Secret, and Top Secret/SCI environments. This role is critical to ensuring continuous, mission-ready platform support for DoW users spanning the full WDP ecosystem, from onboarding through advanced technical resolution.
• Directs day-to-day execution of enterprise user support operations as the senior deputy overseeing multi-tier service delivery for mission platforms operating across Amazon Web Services GovCloud, Secret Region Cloud, and Intelligence Community enclaves supporting Department of War missions.
• Leads operational staffing, shift coverage planning, workload balancing, surge activation, and performance management across distributed support teams handling account requests, onboarding, offboarding, access actions, troubleshooting, and resource allocation.
• Develops and maintains user support operational procedures, knowledge resources, onboarding workflows, escalation guidelines, and communication pathways used by Tier One, Tier Two, and Tier Three personnel.
• Oversees execution of service desk functions using ServiceNow, Jira Service Management, Microsoft Teams, SharePoint, and enterprise dashboards to manage ticket intake, routing, triage velocity, diagnostic accuracy, and service-level performance metrics.
• Directs supervisors responsible for ticket categorization, VIP service actions, complex onboarding scenarios, privileged access requests, and specialty cases originating from Community Space environments and vendor integrations.
• Leads operational quality assurance activities including ticket audits, root-cause analysis, incident pattern evaluation, and process improvements designed to strengthen response times and first-contact resolution.
• Guides modernization initiatives that incorporate chatbot automation, robotic process automation, enhanced self-service mechanisms, and multi-channel user experience improvements.
• Provides senior-level coordination with platform engineering, cybersecurity, data, and product teams to reduce cross-team friction, accelerate resolution cycles, and improve enterprise readiness.
• Supports the Help Desk Program Manager by delivering operational reporting, staffing analyses, performance insights, and strategic recommendations that advance mission effectiveness.
• Performs other duties as assigned.
• Current Secret security clearance with the ability to obtain and maintain a Top Secret (TS) security clearance.
• 10 or more years of progressive experience managing enterprise IT service desk or help desk operations, including direct supervisory responsibility for multi-tier support teams in classified or federal government environments.
• Demonstrated experience designing, documenting, and maintaining IT service management workflows, standard operating procedures, escalation frameworks, and knowledge base resources across tiered support models.
• Hands-on experience administering enterprise ticketing and service management platforms, such as ServiceNow or Jira Service Management, within a DoW or federal government operational context.
• Experience supporting user operations across multiple security enclaves, including Unclassified, Secret (SIPRNet), and Top Secret/SCI (JWICS) network environments.
• Strong problem-solving and decision-making capabilities, with a proven ability to weigh the relative costs and benefits of potential actions and identify the most appropriate solution.
• Highly developed interpersonal and oral/written communication skills, with the ability to effectively and professionally interact with a diverse set of stakeholders (from peers to end-users to executive management).
