Help Desk Manager with Active Secret Clearance

Location:
Arlington, VA (primary); remote oversight required

Clearance Requirement:
Active Secret Clearance

Position Overview:
The Help Desk Manager leads daily Help Desk operations, ensuring prompt
and effective Tier 1 and Tier 2 support for all Foreign Liaison Office (FLO) users under strict SLA
compliance.

Responsibilities:
- Manage 24/7 Help Desk operations and personnel.
- Ensure 30-minute response times for user inquiries.
- Oversee incident, event, problem, request fulfillment, and access management activities.
- Report on Help Desk performance metrics aligned to the Quality Assurance Surveillance Plan (QASP).
- Develop SOPs aligned with ITIL® best practices.

Qualifications:
- ITIL Foundation Certification strongly preferred.
- Minimum 5 years of experience leading Help Desk teams in a DoD environment.
- Bachelor's degree or equivalent experience.