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Help Desk Lead
Job
American Operations Corporation
Montgomery, AL (In Person)
Full-Time
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Job Description
Help Desk Lead American Operations Corporation - 3.8 Montgomery, AL Job Details Full-time 6 hours ago Benefits AD&D insurance Disability insurance Health insurance Dental insurance 401(k) Paid time off Vision insurance Life insurance Qualifications Metrics Reporting Incident Escalation Customer support ticket management Ticketing system technical support Agile planning Full Job Description 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 Requirements Must possess DoD Secret Clearance. Technical Skills ITSM/ticketing systems Incident management Escalation coordination Operational reporting Help Desk governance Agile sustainment integration