Senior Helpdesk Engineering Management Specialist; TS​/SCI Poly

Senior Helpdesk Engineering Management Specialist (TS/SCI Poly)

Our Deloitte AI & Engineering team transforms technology platforms, drives innovation, and helps make a significant impact on our clients’ success. You’ll work alongside talented professionals reimagining and reengineering operations and processes that are critical to businesses. Your contributions can help clients improve financial performance, accelerate new digital ventures, and fuel growth through innovation.

As a Senior Engineering Management Specialist on the Engineering as a Service team, you will be responsible for:

• Lead day‑to‑day operations and maintenance support for an Appian‑based contract writing system in a steady‑state production environment
• Oversee ticket triage, backlog prioritization, issue escalation, and resolution tracking across support activities
• Coordinate hot fixes, release support, year‑end support activities, and training support with technical teams and stakeholders
• Monitor operational performance, prepare status reporting, identify delivery risks, and escalate issues early to support timely resolution
• Partner with leadership, functional teams, and technical resources to remove blockers, reprioritize work during surge periods, and improve support processes

• Ability to work independently and collaborate as part of a team
• Effective written and verbal communication skills
• Meticulous attention to detail and quality of work product
• Ability to build and sustain professional relationships
• Ability to lead projects or work streams
• Ability to manage and prioritize multiple tasks in a fast‑paced and dynamic environment
• Strong interpersonal skills and professional demeanor
• Ability to meet deadlines
• Ability to mentor and provide clear guidance to others
• Minimum 6+ years of experience supporting enterprise applications, production support environments, or help desk operations
• Minimum 3+ years of experience leading operations and maintenance, service desk, or application support activities
• Experience managing ticket queues, backlog prioritization, escalations, release support, and operational status reporting
• Permission to hold active TS/SCI Polygraph security clearance
• Ability to travel 0‑10% of the time

• Experience supporting federal government technology programs
• Experience coordinating hot fixes, production releases, and defect resolution in a live support environment
• Experience using service management or ticketing tools to track incidents, service requests, and backlog items
• Experience leading cross‑functional teams across business, support, and technical stakeholders
• Experience developing support metrics, dashboards, or operational reports

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.