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Help Desk Manager

4 weeks ago

Colorado Springs, United States KBR Full time

Overview Title: Help Desk Manager Company: KBR, Inc. National Security Solutions Location: Colorado Springs area Belong. Connect. Grow. with KBR Belong, Connect and Grow at KBR. Responsibilities Lead the day-to-day activities of the help desk team, ensuring timely resolution of user issues and escalations Serve as the primary point of contact for complex technical issues, troubleshooting system, network, and software problems in the Gravity DevSecOps Pipeline Provide guidance and mentorship to junior support staff, helping them develop skills and improve performance Manage and respond to all support tickets related to the Gravity pipeline infrastructure, CI/CD tools, and system performance Ensure uptime and performance of critical systems, including development environments, container platforms (e.g., Docker, Kubernetes), and cloud services Diagnose and resolve network, server, or software issues, working with development and security teams to ensure mission continuity Oversee help desk workflows, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs) such as response time and resolution rates Continuously identify areas for process improvement, automating common support tasks and implementing best practices for efficiency 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 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 Qualifications Required: Must Reside in the Colorado Springs Area Security Clearance: Must be eligible to obtain a U.S. government security clearance, which is something only a U.S. citizen can obtain Bachelors degree in Information Technology, Computer Science, or a related field (or equivalent experience) 0-3 years of experience in IT support or help desk roles Hands-on experience supporting DevSecOps pipelines, CI/CD tools (e.g., Jenkins, GitLab, Kubernetes), and cloud platforms (e.g., AWS, Azure, Google Cloud) Strong knowledge of Linux/Unix, Mac and Windows environments, including system administration and network troubleshooting Familiarity with configuration management and automation tools such as Ansible, Terraform, or Chef Excellent leadership and team collaboration abilities Strong technical troubleshooting and problem-solving skills in complex IT environments Effective communication skills to interact with both technical and non-technical personnel Ability to prioritize multiple tasks, work under pressure, and resolve issues in a timely manner Commitment to security best practices and ensuring compliance with strict DoD protocols Desired: Secret clearance preferred Experience supporting DoD or Space Force operations in a DevSecOps environment Familiarity with DoD cybersecurity compliance frameworks such as RMF, STIGs, and NIST standards Certifications such as CompTIA Security+, ITIL, or AWS Certified SysOps Administrator Compensation Basic Compensation: $63,100 - $94,600 (For The Colorado Springs Area Only) The offered rate will be based on the candidates knowledge, skills, abilities and/or experience and in consideration of internal parity. Additional Compensation: KBR may offer bonuses, commissions, or other forms of compensation to certain job titles or levels, per internal policy or contractual designation. This may include sign-on bonuses, relocation benefits, short-term incentives, long-term incentives, or discretionary payments for exceptional performance. Equal Opportunity KBR is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law. R2112155 #J-18808-Ljbffr