Help Desk Manager with Security Clearance

Help Desk Manager

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

Clearance: 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 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' experience leading Help Desk teams in a DoD environment Bachelor's degree or equivalent experience

Permanent