Help Desk Manager

General Dynamics
United States
Workplace: OnsiteFull timeUSD 85,000 - 115,000 annuallyFunction: Customer Support (Service Desk)Experience: 7+ yearsEducation: associatesSkills: ["Active Directory","SCCM","PXE","STIG/IAVA","Imaging","Hardware troubleshooting","Network operations","NOSC","BIOS"]

Lead and oversee the enterprise help desk for a TS/SCI–cleared environment supporting US Army INSCOM, coordinating staff, prioritizing incidents, and driving continuous improvement in IT service delivery. You will mentor staff, manage ticketing and incident response, collaborate with system admins, implement improvements, ensure security controls, and maintain high availability of desktop, network, and application services in a NOSC setting.

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FursaFursa
General Dynamics
General Dynamics
3 months ago

Help Desk Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 9 minutes agoStatus: Live
Reposted: similar role first listed 7 months ago

Job Summary

Lead and oversee the enterprise help desk for a TS/SCI–cleared environment supporting US Army INSCOM, coordinating staff, prioritizing incidents, and driving continuous improvement in IT service delivery. You will mentor staff, manage ticketing and incident response, collaborate with system admins, implement improvements, ensure security controls, and maintain high availability of desktop, network, and application services in a NOSC setting.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Manage all activities related to staffing, operation, and performance of an enterprise help desk.
  • •Develop schedules, prioritize tasks, and ensure continuity of service delivery.
  • •Lead, mentor, and evaluate help desk staff to deliver high-quality and efficient support services.
  • •Analyze help desk inquiries to identify recurring issues, recommend solutions, and develop process improvements.
  • •Maintain and monitor problem management databases and ticketing systems to track performance and user issues.

Pay and Benefits

Salary: USD 85,000 - 115,000 annually
Perks:401kPaid Leave

Key Requirements

  • •7+ years of related experience
  • •US Citizenship Required
  • •Clearance: Top Secret/SCI (currently), Top Secret/SCI + Polygraph (able to obtain)
  • •Education: Associate’s degree
  • •Certifications: DoW 8570.01-M IAT II/8140 CE; IAT II 8570/8140 Baseline Certification; AZ104 Microsoft Azure Administrator (within 180 days)
Experience:7+ yearsGovernmentDefenseIntelligenceIT supportHelp desk
Education:Associate's
Skills:Active DirectorySCCMPXESTIG/IAVAImagingHardware troubleshootingNetwork operationsNOSCBIOS
Certifications:DoW 8570.01-M IAT Level II/8140 CEIAT II 8570/8140 Baseline CertificationAZ104 Microsoft Azure Administrator
Languages:English
Tech Stack:Active DirectorySCCMPXESTIGIAVANOSCSCCM/PXEBIOS

Eligibility

Nationality:US National
Security Clearance:Top Secret/SCITop Secret SCI + Polygraph

Company Brief

General Dynamics
Provides IT, systems engineering, cybersecurity, cloud, and mission support services to U.S. federal civilian and defense agencies, delivering large-scale technology solutions and managed services for national security and government operations.
Industry: Defense Technology
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Tysons / Fairfax, United States
WebsiteLinkedIn