Service Desk Administrator II (Secret Clearance)

About the role

The Service Desk Administrator II leads the service desk operation, supervising Level I administrators and ADPE Technicians. The role ensures adequate staffing, monitors performance metrics, and provides high‑level technical and customer support while handling escalations and incident routing.

Key responsibilities

• Oversee daily service desk activities, manage shift schedules and ensure staffing levels meet service‑level targets.
• Act as escalation point for complex calls and produce daily, weekly and monthly performance reports.
• Monitor incident and service request metrics, identify improvement opportunities and implement corrective actions.
• Provide first‑line support via phone, walk‑in, email and self‑service channels, and manage Remedy ticket queues when needed.
• Coordinate training, briefings and policy compliance for service desk staff and maintain communication with Information Management Officers and senior management.

Required profile

• Active Secret clearance and ability to meet DoD 8570.01M certification requirements.
• High school diploma or GED; additional certifications such as CCNA Security, CompTIA Security+, CISSP, or equivalent are required.
• Minimum four years of customer‑service experience, including 1‑2 years in a service‑desk environment and at least two years of supervisory or lead experience.
• Proven ability to manage a high‑tempo workforce, enforce compliance training and conduct performance appraisals.

Required skills

• Proficiency with Remedy ticketing system and incident routing.
• Service desk management, shift scheduling and performance reporting.
• Incident response and escalation handling.

What we offer

• Company‑paid housing and transportation.
• Completion bonus.
• Tuition reimbursement program.