Help Desk Manager
Help Desk Manager
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Salary Not Disclosed
1 Vacancy
Job Description
Title:
Help Desk ManagerBelong. Connect. Grow. with KBR!
KBRs National Security Solutions team provides high-end engineering and advanced technology solutions to our customers in the intelligence and national security this position your work will have a profound impact on the countrys most critical role protecting our national security.
Key Responsibilities:
- Lead the day-to-day activities of the help desk team ensuring timely resolution of user issues and escalations
- Serve as the primary point of contact for complex technical issues troubleshooting system network and software problems in the Gravity DevSecOps Pipeline
- Provide guidance and mentorship to junior support staff helping them develop skills and improve performance
- Manage and respond to all support tickets related to the Gravity pipeline infrastructure CI/CD tools and system performance
- Ensure uptime and performance of critical systems including development environments container platforms (e.g. Docker Kubernetes) and cloud services
- Diagnose and resolve network server or software issues working with development and security teams to ensure mission continuity
- Oversee help desk workflows ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs) such as response time and resolution rates
- Continuously identify areas for process improvement automating common support tasks and implementing best practices for efficiency
- Assist in the development and maintenance of internal documentation including troubleshooting guides procedures and knowledge base articles
- Collaborate with DevOps engineers developers and system administrators to ensure effective issue resolution and minimal disruption to development processes
- Communicate updates and incident reports to stakeholders including status updates on ongoing issues or planned maintenance activities
- Act as a liaison between help desk staff and upper management to ensure alignment with project goals and priorities
- Ensure compliance with all DoD security policies including adherence to Security Technical Implementation Guides (STIGs) and other government-mandated protocols
- Coordinate with the security team to manage security incidents apply patches and implement security configurations as required
- Maintain the integrity and confidentiality of classified information handled within the help desk environment
Qualifications:
Required:
- Must Reside in the Colorado Springs Area
- Security Clearance:Must be eligible to obtain a U.S. government security clearance which is something only a U.S. citizen can obtain
- Bachelors degree in Information Technology Computer Science or a related field (or equivalent experience)
- 0-3 years of experience in IT support or help desk roles
- Hands-on experience supporting DevSecOps pipelines CI/CD tools (e.g. Jenkins GitLab Kubernetes) and cloud platforms (e.g. AWS Azure Google Cloud)
- Strong knowledge of Linux/Unix Mac and Windows environments including system administration and network troubleshooting
- Familiarity with configuration management and automation tools such as Ansible Terraform or Chef
- Excellent leadership and team collaboration abilities
- Strong technical troubleshooting and problem-solving skills in complex IT environments
- Effective communication skills to interact with both technical and non-technical personnel
- Ability to prioritize multiple tasks work under pressure and resolve issues in a timely manner
- Commitment to security best practices and ensuring compliance with strict DoD protocols
Desired:
- Secret clearance preferred
- Experience supporting DoD or Space Force operations in a DevSecOps environment
- Familiarity with DoD cybersecurity compliance frameworks such as RMF STIGs and NIST standards
- Certifications such as CompTIA Security ITIL or AWS Certified SysOps Administrator
Basic Compensations: $63100 - $94600 (For The Colorado Springs Area Only)
The offered rate will be based on the selected candidates knowledge skills abilities and/or experience and in consideration of internal parity.
Additional Compensation:
KBR may offer bonuses commissions or other forms of compensation to certain job titles or levels per internal policy or contractual designation. Additional compensation may be in the form of a sign on bonus relocation benefits short-term incentives long-term incentives or discretionary payments for exceptional performance.
Ready to Make a Difference
Close with a strong call to action encouraging potential candidates to apply and highlighting the opportunity to make a significant impact in the role.
Belong Connect and Grow at KBR
At KBR we are passionate about our people and our Zero Harm culture. These inform all that we do and are at the heart of our commitment to and ongoing journey toward being a People First company. That commitment is central to our team of teams philosophy and fosters an environment where everyone can Belong Connect and Grow. We Deliver Together.
KBR is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion disability sex sexual orientation gender identity or expression age national origin veteran status genetic information union status and/or beliefs or any other characteristic protected by federal state or local law.
Required Experience:
Manager
Employment Type
Full-Time
