{"id":1491409,"url":"https://alion.io/job/american-systems-help-desk-specialist-manager","title":"Help Desk Specialist Manager","company":{"id":1945647,"name":"American Systems","domain":"americansystems.com","url":"https://alion.io/company/american-systems","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Arlington, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":133000,"max":222100,"currency":"USD","period":"year","gross":null,"usd_annual":222100},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-09-30T00:45:45Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-20T12:48:51Z","board_verified":true,"closed_at":null,"days_open":20,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":20},"description":"Overview\nThe Help Desk Specialist Manager leads the staff and day-to-day operations of the technical service desk supporting the F-35 Joint Program Office Virtual Enterprise environment. This position directs second-tier support for end-user hardware, software, applications, servers, network services, service requests, incidents, and recurring problems that cannot be resolved at the first tier. The role trains and coaches help desk personnel, monitors service levels and customer experience, serves as an escalation point for critical or unusual issues, and uses performance data, post-incident reviews, and root-cause analysis to improve service quality. Through disciplined use of information technology service management processes and tools, the Help Desk Specialist Manager promotes timely restoration of service, accurate ticket handling, effective knowledge transfer, and continual service improvement.\nResponsibilities\nManage help desk personnel and daily support operations, including work assignment, coaching, performance oversight, and coverage needed to maintain uninterrupted service.\nDirect second-tier troubleshooting for personal computers, servers, applications, hardware, software, network services, and other end-user technologies.\nOversee service requests, incidents, escalations, and problem-management activities to support timely resolution in accordance with established service-level expectations.\nServe as the escalation point and facilitator for severe, critical, recurring, or technically complex issues requiring coordination across support teams.\nTrain personnel on help desk systems, tools, knowledge resources, documentation standards, troubleshooting methods, and current technical or product updates.\nMonitor ticket volume, resolution times, backlog, customer satisfaction, service trends, and other key metrics to identify performance gaps and resource needs.\nLead post-incident reviews and root-cause analyses and ensure that corrective actions, knowledge articles, and process improvements are implemented to reduce recurrence.\nCoordinate with network, systems, application, cybersecurity, and engineering teams to restore service and resolve issues that cross technical boundaries.\nRecommend workflow, staffing, automation, and service-management improvements that increase efficiency, reduce risk, and improve the user experience\nQualifications\nBachelor’s degree from an accredited college or university in information technology, computer science, management information systems, or a related discipline.\nMinimum of five years of related technical support or help desk experience as an individual contributor; one to three years of supervisory or team-lead experience is also required.\nExperience managing the day-to-day performance of technical support personnel and ensuring that team milestones, service objectives, and operational priorities are achieved.\nStrong knowledge of help desk operations, second-tier troubleshooting, incident management, problem management, service request fulfillment, escalation, and root-cause analysis.\nExperience using information technology service management platforms and performance metrics to document, track, analyze, and improve service delivery.\nDemonstrated ability to coordinate across Government, contractor, network, systems, application, cybersecurity, and engineering stakeholders in a mission-focused environment.\nCLEARANCE: Active Secret clearance\nPay Transparency Statement\nAMERICAN SYSTEMS is committed to pay transparency for our applicants and employee-owners. The salary range for this position is USD $133,000.00/Yr. - USD $222,100.00/Yr. Actual compensation will be determined based on several factors permitted by law. AMERICAN SYSTEMS provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance.EEO Statement\nEEO Race/Sex/Disability Status/Veteran Status","description_format":"text","description_chars":4025,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":true,"languages":[]},"benefits":["Retirement plans"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Military","Human Resources"],"lifecycle":[{"event":"open","at":"2026-09-30T00:45:45Z"}],"visa":[],"liveness":{"score":19,"band":"cold","label":"Long shot","p_open":1,"p_active":0.539,"p_room":0.35,"age_days":20,"expected_fill_days":8,"reasons":["conf:2","velocity","win:tail","comp:brand"],"computed_at":"2026-10-20T05:45:00Z"},"pay":{"stated_usd_annual":222100,"is_top_pay":true},"html_url":"https://alion.io/job/american-systems-help-desk-specialist-manager","json_url":"https://alion.io/job/american-systems-help-desk-specialist-manager.json","meta":{"generated_at":"2026-10-20T14:37:49Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16460,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1945647},"rest":"https://alion.io/mcp/rest/get_company?id=1945647"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Famerican-systems-help-desk-specialist-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Famerican-systems-help-desk-specialist-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Famerican-systems-help-desk-specialist-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/american-systems-help-desk-specialist-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Famerican-systems-help-desk-specialist-manager"}]}