Help Desk Manager

ABOUT DEFCON AI

DEFCON AI is a modeling, simulation, and analysis (MS&A) company that provides cutting-edge technology solutions for generating operationally relevant insights for the next generation of logistics and mobility decision making. An AI- driven software incorporating an intelligent agent within a simulation environment — DEFCON is the next driving force in defining how logistics disruptions are handled.

About Us

We are a team of mission-focused, world-class AI Engineers, mobility, and logistics experts (and some business folks) who are leveraging big data and cutting-edge technology to develop the next generation of technologies for addressing how our partners can better prepare for contested mobility disruptions. Together, we are building much needed solutions to address our Nation's pressing challenges in the areas of logistics and mobility. 

Description

The Help Desk Manager is responsible for overseeing the overall operations of the Help Center, ensuring all customer support activities align with government security regulations. This role combines strategic planning, operational oversight, and team leadership to maintain high levels of customer satisfaction, security, and efficiency. This position is onsite at Scott Air Force Base with the ability to be on call for weekend shifts. 

Responsibilities 

• Operational Management: Oversee the day-to-day operations of the Help Center, ensuring effective and efficient customer support services are provided. 
• Issue Escalation: Serve as the primary point of contact for escalated issues, ensuring timely resolution and clear communication. 
• Compliance & Process Management: Develop, update, and enforce support processes to ensure compliance with government security regulations. 
• Team Leadership: Train and mentor team members on Gov Cloud, Second Front-specific protocols, and security best practices. 
• Performance Monitoring: Monitor key performance metrics, identify areas for improvement, and implement process enhancements to ensure continuous service improvement. 
• Crisis Management: Implement and maintain procedures for handling unexpected surges in demand, to ensure uninterrupted service delivery. 
• Cross-functional Collaboration: Collaborate with other departments to address and resolve complex or cross-functional issues. 
• Customer Communication: Act as the face of the Help Center during escalated incidents, ensuring transparent and timely communication with customers to build trust and confidence. 

Required Qualifications

• Top Secret Clearance: Mandatory for managing sensitive or classified information. 
• CompTIA Security+ (Optional): Recommended for environments dealing with sensitive information. 

Preferred Qualifications

• Experience in managing Help Center or customer support operations, preferably within a government-regulated or high-security environment. 
• Strong understanding of the handling of classified data. 
• Proven ability to lead and mentor a team in a fast-paced, high-stakes environment. 
• Excellent communication skills, with a focus on clear, transparent, and timely updates during incidents. 

Benefits:  

• 100% employer paid, comprehensive health care including medical, dental, and vision for you and your family. 
• Paid maternity and paternity for 14 weeks at employees' normal pay. 
• Unlimited PTO, with management approval. 
• A fully remote, results-based work environment. 
• Opportunities for professional development and continued learning. 
• Occasional travel to our offices in Washington D.C or alternative locations to collaborate with your team in person. 
• Optional 401K, FSA, and equity incentives available. 
• Opportunity to participate in our Defcon equity program, allowing you to share in the company's success and growth.
• Annual bonus potential based on individual and company performance.

Salary Range: $125,000-$165,000. This represents the typical salary range for this position based on experience, skills, and other factors.

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