Help Desk Lead TS/SCI w/Poly

Job description

Responsibilities The team is looking for a Help Desk Lead who can: - Manage project help desk Jira tickets from customers seeking product support. - Provide support for a suite of Data Management tools, including user access management, change requests, and real-time troubleshooting of technical issues. - Collaborate with system engineers, software engineers, and external application teams to drive timely issue resolution. - Document reported issues and change requests in Jira across multiple network platforms. - Create, update, and maintain both internal and customer-facing documentation in Confluence. - Manage the full lifecycle of Jira tickets, including prioritization, assignment, tracking, follow-up, and closure. - Coordinate software deployments, system upgrades, and security patches. - Participate in internal and customer meetings to provide updates, gather requirements, and ensure alignment on priorities. - Generate and deliver weekly and monthly performance, incident, and operational metrics. Qualifications: #MPOJobs - 14 years of experience as an SE in programs and contracts of similar scope, type and complexity are required. Demonstrated experience in planning and leadin...