Help Desk Manager

Lead the day-to-day activities of the help desk team, ensuring timely resolution of user issues and escalations within the Gravity DevSecOps Pipeline. Serve as the primary point of contact for complex technical issues, troubleshooting system, network, and software problems while managing and responding to all support tickets related to CI/CD tools and system performance. Oversee help desk workflows, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs) such as response time and resolution rates. Provide guidance and mentorship to junior support staff, helping them develop skills and improve performance. Continuously identify areas for process improvement, automating common support tasks and implementing best practices for efficiency. 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. 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.