Mgr Help Desk Customer Suppt

Job Description

Mission Technologies, a division of HII, is seeking a Help Desk Customer Support Manager to support the DSS PASS Helpdesk contract in our Fair Lakes, Fairfax VA location. This multi‑faced role requires accountability for on‑time, on‑budget, high‑quality delivery while managing multiple projects with varying levels of business impacts, complexity, and risks.

• Project Leadership:
  Oversee complex IT engineering projects, manage day‑to‑day Service Desk operations.
• Strategic Planning:
  Define project scope, objectives, resource needs, and talent acquisition.
• Task Management:
  Break down project phases, assign responsibilities, develop efficient schedules.
• Documentation:
  Define, generate, review and update various project documentation.
• Execution & Coordination:
  Monitor progress, proactively resolve challenges, facilitate cross‑disciplinary collaboration.
• Reporting & Analysis:
  Generate comprehensive status reports, analyze trends, defects, and provide strategic recommendations.
• Risk & Budget Management:
  Conduct risk assessments, implement mitigation strategies, ensure budget adherence.
• Process Optimization:
  Align project methodologies with best practices, assess and develop resolutions to meet productivity, quality, and client‑satisfaction goals.
• Team Leadership:
  Guide helpdesk/project engineers, oversee subcontractor performance, manage third‑party installation efforts.
• Continuous Improvement:
  Stay informed on emerging industry best practices and advancements to enhance project execution and innovation.

• 6 years relevant progressive experience with Bachelors in related field; 4 years relevant progressive experience with Masters in related field; or High School Diploma or equivalent and 10 years relevant progressive experience.
• Client requirements:
  Degree in Engineering, Information Technology, Computer Science or equivalent and 10-15 years of experience.
• 3-5 years of experience in managing complex IT engineering projects.
• Technical proficiency with understanding of IT concepts and technologies.
• Experience using any of the following Project Management tools:
  Confluence, JIRA, MS Project, MS Visio, MS Office products, Service Now or similar tools.
• Strong understanding of Project Management methodologies (Agile, Hybrid & Waterfall).
• Familiarity with government contracting environments.
• Exceptional organizational skills, attention to detail, strong problem‑solving and analytical abilities.
• Proven track record in leading cross‑functional teams across the full project lifecycle.
• Experience in managing project plans, budgeting, scheduling, risk management, subcontractor/vendor management, and reporting.
• Able to support schedule flexibility if needed in support of help desk operations work schedule.

• Must be able to obtain and maintain a USPS Sensitive Clearance.
• Must be a U.S. Citizen or Green Card holder and have been living in the U.S. for at least the last five years.
• Must not have traveled outside of the United States for more than 180 days in the last five years.
• All candidates will be subject to a pre‑employment background investigation and drug screening per HII and/or client requirements.

• Current experience supervising and leading a team of Help Desk support staff.
• Recent experience overseeing the use and optimization of IT service management (ITSM) tools and ticketing systems.
• Relevant IT or Project Management certification, such as PMP or ITIL.

We offer competitive benefits such as best‑in‑class medical, dental and vision plan choices; wellness resources; employee assistance programs;
Savings Plan Options (401(k)); financial planning tools; life insurance; employee discounts; paid holidays and paid time off; tuition reimbursement; early childhood and post‑secondary education scholarships.

We build the world’s most powerful, survivable naval ships and defense technology solutions that safeguard our seas, sky, land, space and cyber. Our workforce includes skilled tradespeople; artificial intelligence, machine learning (AI/ML) experts; engineers; technologists; scientists; logistics experts; and…