Senior Help Desk Program Manager

Everforth ECS is seeking a Senior Help Desk Program Manager to work in the National Capital Region covering the Pentagon, Falls Church, and Fairfax. Please Note: This position is contingent upon contract award.

The War Data Platform (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 warfighting 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. 

• The Senior Help Desk Program Manager serves as the operational authority for enterprise user support across the WDP Core Integration program, directing 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.
• 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 ServiceNow, 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.