Help Desk Manager with Security Clearance

Help Desk Manager
We are seeking a seasoned Help Desk Manager to lead and oversee Tier 1 and Tier 2 support operations for a high-security government program. The ideal candidate will have extensive experience managing help desk teams, resolving technical issues, and maintaining high customer satisfaction in a fast-paced, mission-critical environment. This role requires a hands-on leader with strong troubleshooting expertise, superior communication skills, and experience with Microsoft Office and SharePoint. Familiarity with CODIS is highly preferred.
Key Responsibilities:

• Manage daily operations of the help desk, ensuring prompt and effective resolution of technical issues.

• Supervise and mentor help desk staff, providing training and performance management to ensure service excellence.

• Develop, document, and enforce help desk procedures, service level agreements (SLAs), and escalation paths.

• Monitor ticket queues, analyze trends, and generate performance reports to improve support outcomes.

• Ensure compliance with security protocols and maintain operational readiness in a Top Secret environment.

• Serve as the escalation point for complex software and user issues, leveraging advanced troubleshooting skills.

• Coordinate with technical teams to support system updates, migrations, and incident resolution.

• Maintain user-facing documentation and knowledge base content to enhance self-service support.

• Utilize and support Microsoft Office Suite and SharePoint to facilitate collaboration and reporting.

• Communicate effectively with users, stakeholders, and leadership to provide updates and manage expectations.
Required Qualifications:

• Minimum of 5 years of experience as a Help Desk Manager supporting programs of similar scope and complexity.

• Demonstrated troubleshooting expertise on software and desktop support issues.

• Minimum of 3 years of experience with Microsoft Office Suite (Word, Excel, PowerPoint) and SharePoint (as a user).

• Excellent written and verbal communication skills.

• Active Top Secret Clearance (required).

• Preferred: At least 1 year of experience with CODIS or familiarity with its operational environment.