Help Desk Manager

Trinzic is seeking a Help Desk Manager to lead daily help desk operations and act as the primary escalation point for complex technical issues within the Gravity DevSecOps Pipeline. This onsite role in Colorado Springs, CO combines hands-on support leadership, system performance ownership, and close coordination with DevOps, developers, and security teams to keep critical services running.

In this position, you will manage support ticket activity tied to pipeline infrastructure, CI/CD tooling, and end-to-end container and application lifecycles in cloud environments. You will also ensure uptime and performance for development environments, container platforms, and cloud services while maintaining compliance with DoD security policies, including STIG requirements and handling of classified information.

What You’ll Do

• Lead day-to-day help desk activities, ensuring timely resolution of user issues and escalations.
• Serve as the primary point of contact for complex technical issues, troubleshooting system, network, and software problems in the Gravity DevSecOps Pipeline.
• Provide guidance and mentorship to junior support staff to improve performance and grow support capabilities.
• Manage and respond to support tickets related to the Gravity pipeline infrastructure, CI/CD tools, and system performance.
• Ensure uptime and performance for critical systems, including development environments, container platforms (e.g., Docker, Kubernetes), and cloud services.
• Diagnose and resolve network, server, or software issues, partnering with development and security teams to maintain mission continuity.
• Oversee help desk workflows, ensuring adherence to SLAs and KPIs such as response time and resolution rates.
• Identify opportunities for process improvement by automating common support tasks and implementing best practices for efficiency.
• Support internal documentation efforts, including troubleshooting guides, procedures, and knowledge base articles.
• Collaborate with DevOps engineers, developers, and system administrators to resolve issues with minimal disruption.
• Communicate updates and incident reports to stakeholders, including status updates for ongoing issues and planned maintenance.
• Act as a liaison between help desk staff and upper management to align work with project goals and priorities.
• Ensure compliance with DoD security policies, including Security Technical Implementation Guides (STIGs) and other government-mandated protocols.
• Coordinate with security to manage security incidents, apply patches, and implement security configurations as required.
• Maintain the integrity and confidentiality of classified information handled within the help desk environment.

Required Qualifications

• Eligibility to obtain a U.S. government Security Clearance (U.S. citizenship required).
• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 2+ years of experience in IT support or help desk roles, including 1-2 years in a lead or supervisory position.
• Hands-on experience supporting DevSecOps pipelines, CI/CD tools (e.g., Jenkins, GitLab, Kubernetes), and cloud platforms (e.g., AWS, Azure, Google Cloud).
• Strong knowledge of Linux/Unix, Mac, and Windows environments, including system administration and network troubleshooting.
• Familiarity with configuration management and automation tools such as Ansible, Terraform, or Chef.
• Excellent leadership and team collaboration abilities.
• Strong technical troubleshooting and problem-solving skills in complex IT environments.
• Effective communication skills for technical and non-technical stakeholders.
• Ability to prioritize multiple tasks, work under pressure, and resolve issues in a timely manner.
• Commitment to security best practices and compliance with strict DoD protocols.

Technologies

• Kubernetes, Docker
• CI/CD, GitOps, Jenkins, GitLab
• AWS, Azure, Google Cloud
• Linux/Unix, Mac, Windows
• Ansible, Terraform, Chef

Compensation & Benefits

• Basic Compensation: $80,000 - $95,000 per year (For Colorado Springs, CO only)
• Additional Compensation: KBR may offer bonuses, commissions, or other forms of compensation based on internal policy or contractual designation, including sign-on bonus, relocation benefits, short-term incentives, long-term incentives, or discretionary payments for exceptional performance.

Desired Experience

• Experience supporting DoD or Space Force operations in a DevSecOps environment.
• Familiarity with DoD cybersecurity compliance frameworks such as RMF, STIGs, and NIST standards.
• Certifications such as CompTIA Security+, ITIL, or AWS Certified SysOps Administrator.
• Experience using AI tools within a development environment.