Senior Help Desk Operations Manager

Job Description

Everforth ECS is seeking a Senior Help Desk Operations Manager to work in the National Capital Region covering the Pentagon, Falls Church, and Fairfax. Please Note: This position is contingent upon contract award.

The War Data Platform (WDP) is a key initiative within the U.S. Department of War's (DoW) AI-First strategy introduced in early 2026. The WDP focuses on operational warfighting data and aims to accelerate the deployment of artificial intelligence (AI) on the battlefield. The WDP extends to Unclassified, Secret, and Top Secret environments, and supports collaboration between Combatant Commands, Joint Staff directorates, Senior Executive Service leaders, and operational analysts.

The Senior Help Desk Operations Manager serves as the senior operational deputy overseeing multi-tier WDP user support delivery across Unclassified, Secret, and Top Secret/SCI environments. This role is critical to ensuring continuous, mission-ready platform support for DoW users spanning the full WDP ecosystem, from onboarding through advanced technical resolution.

Directs day-to-day execution of enterprise user support operations as the senior deputy overseeing multi-tier service delivery for mission platforms operating across Amazon Web Services GovCloud, Secret Region Cloud, and Intelligence Community enclaves supporting Department of War missions.
Leads operational staffing, shift coverage planning, workload balancing, surge activation, and performance management across distributed support teams handling account requests, onboarding, offboarding, access actions, troubleshooting, and resource allocation.
Develops and maintains user support operational procedures, knowledge resources, onboarding workflows, escalation guidelines, and communication pathways used by Tier One, Tier Two, and Tier Three personnel.
Oversees execution of service desk functions using ServiceNow, Jira Service Management, Microsoft Teams, SharePoint, and enterprise dashboards to manage ticket intake, routing, triage velocity, diagnostic accuracy, and service-level performance metrics.
Directs supervisors responsible for ticket categorization, VIP service actions, complex onboarding scenarios, privileged access requests, and specialty cases originating from Community Space environments and vendor integrations.
Leads operational quality assurance activities including ticket audits, root-cause analysis, incident pattern evaluation, and process improvements designed to strengthen response times and first-contact resolution.
Guides modernization initiatives that incorporate chatbot automation, robotic process automation, enhanced self-service mechanisms, and multi-channel user experience improvements.
Provides senior-level coordination with platform engineering, cybersecurity, data, and product teams to reduce cross-team friction, accelerate resolution cycles, and improve enterprise readiness.
Supports the Help Desk Program Manager by delivering operational reporting, staffing analyses, performance insights, and strategic recommendations that advance mission effectiveness.
Performs other duties as assigned.

Required Skills

Current Secret security clearance with the ability to obtain and maintain a Top Secret (TS) security clearance.
10 or more years of progressive experience managing enterprise IT service desk or help desk operations, including direct supervisory responsibility for multi-tier support teams in classified or federal government environments.
Demonstrated experience designing, documenting, and maintaining IT service management workflows, standard operating procedures, escalation frameworks, and knowledge base resources across tiered support models.
Hands-on experience administering enterprise ticketing and service management platforms, such as ServiceNow or Jira Service Management, within a DoW or federal government operational context.
Experience supporting user operations across multiple security enclaves, including Unclassified, Secret (SIPRNet), and Top Secret/SCI (JWICS) network environments.
Strong problem-solving and decision-making capabilities, with a proven ability to weigh the relative costs and benefits of potential actions and identify the most appropriate solution.
Highly developed interpersonal and oral/written communication skills, with the ability to effectively and professionally interact with a diverse set of stakeholders (from peers to end-users to executive management).

Desired Skills

Active Top Secret (TS) security clearance.
Experience implementing or overseeing service automation technologies such as chatbots, robotic process automation (RPA), or AI-assisted ticket triage tools within an IT service management environment.
ITIL v4 Foundation certification or higher, or an equivalent IT service management framework certification demonstrating formal knowledge of service delivery best practices.
Familiarity with DoW cybersecurity and compliance frameworks, including Zero Trust Architecture principles and Risk Management Framework (RMF) requirements as they apply to user access and platform operations.
Prior experience supporting cloud-hosted platforms in Amazon Web Services (AWS) environments, particularly AWS GovCloud (IL5) or classified cloud enclaves (SC2S or C2S).

ECS Federal LLC is an equal opportunity employer and does not discriminate or allow discrimination on the basis any characteristic protected by law. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local jurisdiction law.

Everforth ECS is the federal segment of Everforth , a $4B global organization with over 10,000 employees. Our nearly 3,500 professionals deliver advanced technology solutions in data and AI, cybersecurity, and enterprise transformation, serving defense, intelligence, and federal civilian agencies.

Our work powers mission-critical outcomes, strengthens technology partnerships, and creates meaningful opportunities for our people. We are defined by a commitment to excellence in delivery, a culture of innovation, and an environment where talent can thrive and grow.

We value:

• Attracting and developing top talent and high-performing teams
• Fostering a culture that is engaging, accountable, and mission-driven