Help Desk Lead
sosi1
Full time
Help Desk Lead
About this role
Manages integrated BMx Level I, II, and III Help Desk operations supporting operational sustainment, user support, escalation governance, deficiency management, response-time compliance, and operational reporting activities. The Help Desk Lead governs ticket intake, triage, queue management, escalation coordination, operational communication, and Help Desk metrics tracking across FMxC2, IMDS/IMDS-MSM, FEM, and PAMS.
This role coordinates closely with Product Owners, Scrum Masters, Functional SMEs, DevSecOps personnel, Cybersecurity personnel, and Independent Test Teams to ensure Help Desk deficiencies, recurring incidents, operational pain points, and sustainment trends are integrated into backlog refinement and modernization prioritization activities. The Help Desk Lead also governs CAT I escalation activities, response-time management, operational communication during outages, and sustainment coordination during surge events.
Within BMx, the Help Desk Lead supports mission continuity by ensuring operational issues affecting maintenance scheduling, PMEL operations, calibration visibility, readiness reporting, or logistics workflows are escalated and resolved rapidly
Must possess DoD Secret Clearance.
Technical Skills
· ITSM/ticketing systems
· Incident management
· Escalation coordination
· Operational reporting
· Help Desk governance
· Agile sustainment integration
Certifications
Preferred:
· ITIL Foundation
· Security+
Experience
· 7+ years Help Desk management.
· Experience supporting enterprise operational systems.
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Short Term & Long Term Disability
Frequently Asked Questions
Is the salary disclosed for the Help Desk Lead position at American Operations Corporation?
The salary for this Help Desk Lead role at American Operations Corporation is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Help Desk Lead position at American Operations Corporation located?
This Help Desk Lead role at American Operations Corporation is based in Montgomery, Alabama, United States. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Help Desk Lead role at American Operations Corporation full-time or part-time?
This is listed as a Full time position. It is posted as a Help Desk Lead role at American Operations Corporation.
How do I apply for the Help Desk Lead position at American Operations Corporation?
Click the "Apply Now" button on this page. You will be redirected to American Operations Corporation's official application portal hosted on workable where you can submit your application directly.
When was the Help Desk Lead job at American Operations Corporation posted?
This Help Desk Lead position at American Operations Corporation was posted on Jun 4, 2026. Apply as soon as possible — early applications are often reviewed first.
Help Desk Lead
American Operations Corporation
You'll be redirected to American Operations Corporation's official application page on workable.