Helpdesk Engineer, Senior

Senior ITSM Delivery Lead & Helpdesk Administrator – Drive Excellence in Technology Support

Are you a seasoned professional with a passion for optimizing complex IT environments and mentoring the next generation of engineers? We are seeking a **Senior Helpdesk Engineer** to lead our ITSM delivery initiatives, ensuring seamless operations, robust security, and continuous process improvement across hybrid and edge solutions for our Defense of the World (DoW) clients.

In this pivotal role, you will take ownership of architecting, deploying, and maintaining high-performance helpdesk environments while fostering collaboration with cross-functional teams—including cybersecurity experts, engineering leads, and internal stakeholders. Your strategic insights will drive efficiency, enhance incident management, and shape scalable solutions that align with federal and enterprise security standards. Beyond troubleshooting, you will document workflows, refine standard operating procedures (SOPs), and advocate for data-centric delivery excellence.

Your Impact

As a **Senior Helpdesk Engineer**, your responsibilities will include:

• Leadership in ITSM Delivery: Oversee the implementation and optimization of helpdesk processes, ensuring alignment with industry best practices and regulatory requirements.
• Incident & Problem Management: Resolve complex technical issues while developing SOPs to streamline troubleshooting and reduce resolution times.
• Policy & Compliance: Design and enforce custom access control policies to safeguard data integrity across hybrid and edge environments.
• Stakeholder Collaboration: Bridge gaps between engineering teams, cybersecurity professionals, and end-users to foster a culture of resilience and innovation.
• Mentorship & Growth: Guide junior engineers, nurturing their development into future data architects and IT leaders.
• Process Innovation: Identify opportunities for automation, AI integration, and workflow optimization to enhance operational efficiency.

Why Join Us?

At our organization, we empower professionals to shape the future of technology while making a tangible difference in national security. This role offers:

• A **challenging and rewarding environment** where your expertise directly impacts mission-critical operations.
• **Career advancement** through mentorship, training, and exposure to cutting-edge IT solutions.
• A **collaborative culture** that values cross-functional teamwork and innovation.
• **Competitive compensation** ranging from **$77,600 to $176,000 annually**, reflecting your experience and contributions.
• **Comprehensive benefits**, including health, retirement planning, professional development, and work-life balance initiatives.

Qualifications

To excel in this role, you must meet the following requirements:

• 8+ years of experience in operating complex helpdesk environments, with expertise in incident management, troubleshooting, and SOP development.
• Proven proficiency with identity systems (e.g., Microsoft Active Directory) and advanced ticketing platforms (e.g., ServiceNow, Jira).
• Documentation & Process Improvement skills to refine workflows and escalation protocols for enhanced efficiency.
• Cross-functional communication abilities to collaborate effectively with engineering, cybersecurity, and client teams.
• Secret clearance eligibility (or current clearance) due to the nature of DoW engagements.
• High school diploma or GED (preferred: Bachelor’s in IT, Cybersecurity, or Engineering).

Preferred: Experience with AI in ITSM, federal information security frameworks (e.g., NIST, FIPS), and certifications such as ITIL, ServiceNow, or COBIT.

Security & Compliance

This position requires a **security investigation**, and candidates must meet eligibility criteria for access to classified information. Clearance is a mandatory prerequisite for this role.

Join a Legacy of Innovation

If you are a detail-oriented, proactive leader with a commitment to excellence in IT support, we invite you to apply. Help us build the future of secure, scalable technology—where your expertise drives mission success. The world’s challenges demand your talent; let’s shape them together.