Sr. Help Desk Program Manager; Clearance

Everforth ECS is seeking a Senior Help Desk Program Manager to work in the National Capital Region covering the Pentagon, Falls Church, and Fairfax Supporting The War Data Platform (WDP). This role serves as the operational authority for enterprise user support across the War Data Program Core Integration program.

The WDP is a key initiative within the U.S. Department of War's (DoW) AI‑First strategy introduced in early 2026. The WDP focuses on operational war fighting data and aims to accelerate the deployment of artificial intelligence (AI) on the battlefield. The WDP extends to Unclassified, Secret, and Top Secret environments, and supports collaboration between Combatant Commands, Joint Staff directorates, Senior Executive Service leaders, and operational analysts.

This position will direct and manage a multi-tiered service desk that spans IL2, NIPRNet IL5, SIPRNet IL6, and JWICS environments to deliver coordinated, high‑availability support for warfighter, enterprise, and senior leadership customer populations. In this role, the manager leads the full lifecycle of user support operations— from self‑service automation and Tier 0 capability through Tier 3 expert escalation— ensuring that onboarding, access management, incident resolution, and service delivery continuously meet Government‑defined service level objectives and mission requirements.

Please note this role is contingent upon contract award, and requires a current and active Secret Clearance that can be upgraded to Top Secret status.

• Directs enterprise user support operations for large-scale Department of War environments across Impact Level 2, NIPR Impact Level 5, SIPR Impact Level 6, and Joint Worldwide Intelligence Communications System enclaves, delivering coordinated service desk performance for high‑priority mission programs such as War Data Platform (WDP) Core Integration and joint analytics modernization initiatives.
• Develops, maintains, and executes the User Support Operations Plan documenting support methodologies, customer interaction models, escalation pathways, and service delivery expectations approved by Government leadership.
• Oversees Tier 0 through Tier 3 support operations using Service Now, Jira, Microsoft Teams, and approved automation platforms to manage intake, routing, resolution, and archival of all service tickets.
• Establishes service desk workflows aligned with Standard Operating Procedures, onboarding requirements, access control mechanisms, security review processes, and resource allocation models supporting general officer, senior executive leader, and special access customer populations.
• Tracks Key Performance Parameters and service‑level measures using dashboards, performance analytics, ticket aging metrics, queue throughput, first contact resolution rates, and access approval cycle times to drive measurable improvements across the user experience.
• Coordinates reporting packages, metrics briefings, outage response summaries, root cause analyses, and modernization recommendations for Government Program Managers and contracting oversight personnel.
• Leads modernization initiatives incorporating automation, artificial intelligence triage tools, and self‑service capabilities to expand operational readiness and reduce manual workload.
• Guides support personnel across all tiers through structured leadership, technical prioritization, and disciplined execution to maintain uninterrupted mission availability, enhance customer satisfaction, and strengthen operational effectiveness.
• Performs other duties as assigned.

• Current Secret security clearance with the ability to obtain and maintain a Top Secret (TS) security clearance with Sensitive Compartmented Information (SCI).
• 10 or more years of progressive experience in help desk program management, IT service delivery leadership, or a closely related discipline, with demonstrated experience directing multi‑tiered user support operations for large‑scale federal or defense programs.
• Demonstrated experience managing Tier 0 through Tier 3 service desk operations across multiple classification enclaves, including IL2,…