Help Desk Lead

The Base Maintenance (BMx) Family of Systems program provides critical lifecycle support for enterprise U.S. Air Force logistics and maintenance systems that enable global mission readiness and sustainment operations. Responsibilities

• Manage Level I, II, and III help desk support for all BMx systems.
• Oversee ticket intake, triage, escalation, and queue performance.
• Monitor response-time compliance and operational support metrics.
• Coordinate issue resolution with technical and functional teams.
• Handle CAT I escalation procedures and outage communications.
• Review recurring issues and help prioritize the backlog.
• Support operational continuity during surge events and mission-critical incidents.

• 7+ years in Help Desk management and experience in supporting enterprise operational systems.
• Must have an active Secret clearance.
• Experience in ITSM/ticketing systems, incident management, escalation coordination, operational reporting, help desk governance, and Agile sustainment integration.
• ITIL Foundation and Security+ certs are preferred.