Overview

The Help Desk Specialist Manager leads the staff and day-to-day operations of the technical service desk supporting the F-35 Joint Program Office Virtual Enterprise environment. This position directs second-tier support for end-user hardware, software, applications, servers, network services, service requests, incidents, and recurring problems that cannot be resolved at the first tier. The role trains and coaches help desk personnel, monitors service levels and customer experience, serves as an escalation point for critical or unusual issues, and uses performance data, post-incident reviews, and root-cause analysis to improve service quality. Through disciplined use of information technology service management processes and tools, the Help Desk Specialist Manager promotes timely restoration of service, accurate ticket handling, effective knowledge transfer, and continual service improvement.

Responsibilities

• Lead configuration- and change-management personnel and oversee day-to-day execution of technical baseline, change-control, and documentation activities.
• Develop, maintain, and enforce approved configuration baselines for servers, workstations, network devices, applications, commercial software, Government software, and related infrastructure.
• Track, log, categorize, distribute, and maintain change packages resulting from approved Configuration Control Board, Change Approval Board, Technical Review Board, or emergency change actions.
• Evaluate proposed changes for technical dependencies, cybersecurity risk, testing requirements, implementation steps, rollback procedures, service impact, and required approvals.
• Facilitate change-control meetings and ensure that decisions, action items, implementation status, deadlines, exceptions, and unresolved issues are accurately documented and communicated.
• Maintain configuration records, audit trails, architectural diagrams, system documentation, and applicable Risk Management Framework or authorization artifacts affected by approved changes.
• Monitor for configuration drift and coordinate remediation to keep systems aligned with approved baselines and applicable information technology and cybersecurity standards.
• Train and guide personnel on configuration-management methodology, documentation expectations, change status requirements, and proactive control of technical changes.
• Coordinate with system administrators, network engineers, application teams, cybersecurity personnel, service-management teams, and Government stakeholders to support effective implementation.

Qualifications

• Bachelor’s degree from an accredited college or university in information technology, computer science, cybersecurity, engineering, or a related discipline.
• Minimum of 10 years of related experience in information technology operations, configuration management, change management, systems administration, network operations, or a comparable technical field.
• Experience managing technical personnel and ensuring that department milestones, operational goals, schedules, and approved resource constraints are met.
• Demonstrated knowledge of hardware, software, server, application, and network configurations and the operational and security implications of technical changes.
• Experience with configuration baselines, change packages, configuration control boards, implementation and rollback planning, audit trails, and configuration-management databases.
• Working knowledge of Risk Management Framework and authorization-to-operate maintenance activities, including updates to security and technical documentation affected by system changes.
• Ability to apply relevant configuration- and service-management practices and frameworks, including Information Technology Infrastructure Library, National Institute of Standards and Technology, and Federal Information Security Modernization Act requirements.
• CLEARANCE: Active Secret clearance

Pay Transparency Statement

EEO Statement