Unclassified Help Desk Manager - Top Secret clearance

General Dynamics
United States
Workplace: OnsiteFull timeUSD 111,155 - 150,385Function: Customer Support (Service Desk)Experience: 5+ yearsEducation: bachelorsSkills: ["Customer service","Leadership","Mentoring","Process improvement"]

Lead unclassified help desk operations for a federal government customer in Washington, DC, serving as the first point of contact for executive IT support. Manage, mentor, and develop a team of help desk technicians troubleshooting hardware, software, and network issues, and ensure efficient ticket documentation and resolution. Drive continuous improvement through workflow streamlining, performance metrics analysis, and training program development, while maintaining compliance and high service quality.

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General Dynamics
General Dynamics
1 month ago

Unclassified Help Desk Manager - Top Secret clearance

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Lead unclassified help desk operations for a federal government customer in Washington, DC, serving as the first point of contact for executive IT support. Manage, mentor, and develop a team of help desk technicians troubleshooting hardware, software, and network issues, and ensure efficient ticket documentation and resolution. Drive continuous improvement through workflow streamlining, performance metrics analysis, and training program development, while maintaining compliance and high service quality.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Serve as the senior manager for unclassified help desk operations, providing leadership and guidance to technicians and team leads.
  • •Manage a team that troubleshoots and resolves IT issues across unclassified hardware, software, and network systems.
  • •Ensure support requests are documented, tracked, and resolved accurately using appropriate tools and platforms.
  • •Plan, prioritize, and coordinate help desk activities to maximize resolution rates and minimize downtime.
  • •Analyze help desk performance metrics to identify process optimization and tool enhancements, and develop training programs.
Travel: Low travel

Pay and Benefits

Salary: USD 111,155 - 150,385
Perks:401kDentalVisionPaid Leave

Key Requirements

  • •5+ years of related experience.
  • •Active Top Secret clearance with SCI eligibility.
  • •CompTIA Security+ (DoD 8570 Compliance) required within 6 months of starting.
  • •Must be able to pass a basic English language assessment test.
  • •BA/BS (or equivalent experience) desired.
Experience:5+ years
Education:Bachelor's
Skills:Customer serviceLeadershipMentoringProcess improvement
Certifications:CompTIA Security+
Languages:English
Tech Stack:Microsoft OfficeCompTIA Security+

Eligibility

Nationality:US National
Security Clearance:Top SecretTop Secret/SCI

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