Help Desk Support Lead

Help Desk Support Lead

Belong. Connect. Grow. with KBR!

KBR's National Security Solutions team provides high-end engineering and advanced technology solutions to our customers in the intelligence and national security communities. In this position, your work will have a profound impact on the country's most critical role protecting our national security.

Help Desk Support Lead Gravity DevSecOps Pipeline (Top Secret Clearance)

KBR is seeking an experienced Help Desk Support Lead to provide hands-on leadership and oversight of help desk operations for the Gravity DevSecOps Pipeline, supporting U.S. Space Force and Department of Defense (DoD) missions. As the Help Desk Support Lead, you will manage daily technical support activities, resolve complex technical issues, and ensure smooth operation of the pipeline's CI/CD processes. This role requires a deep understanding of IT support and DevSecOps practices, with a focus on ensuring system reliability and security for mission-critical operations.

Why Join Us?

• Innovative Projects: At KBR, you'll be working on cutting-edge projects that support the U.S. Space Force's most mission-critical operations. Our team is pushing the boundaries of DevSecOps with state-of-the-art CI/CD pipelines, cloud-native architectures, containerization using Kubernetes, and advanced automation tools like Terraform and Ansible. You'll be contributing to systems designed for real-time satellite communication, space domain awareness, and defense technology that are revolutionizing the future of space operations.
• Collaborative Environment: KBR fosters a dynamic and collaborative atmosphere where cross-functional teams of product manager, engineers, developers, and defense experts work in unison. We practice Agile and DevSecOps principles, ensuring rapid iteration, continuous feedback, and integration across all projects. Our team is passionate, forward-thinking, and united by a mission-first mindset that encourages knowledge sharing, innovation, and problem-solving at every level.
• Impactful Work: Your work here won't just be limited to software developmentit will directly support the Space Force in securing national defense assets and advancing space technology. By supporting KBR initiatives, you'll be at the forefront of innovations that safeguard satellites, enhance space situational awareness, and strengthen U.S. space dominance. Your contributions will have real-world impacts, from improving software resilience to enhancing global communications and security operations in space.

Key Responsibilities

• Lead the day-to-day activities of the help desk team, 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, helping them develop skills and improve performance.
• Manage and respond to all support tickets related to the Gravity pipeline infrastructure, CI/CD tools, and system performance.
• Ensure uptime and performance of critical systems, including development environments, container platforms (e.g., Docker, Kubernetes), and cloud services.
• Diagnose and resolve network, server, or software issues, working with development and security teams to ensure mission continuity.
• Oversee help desk workflows, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs) such as response time and resolution rates.
• Continuously identify areas for process improvement, automating common support tasks and implementing best practices for efficiency.
• Assist in the development and maintenance of internal documentation, including troubleshooting guides, procedures, and knowledge base articles.
• Collaborate with DevOps engineers, developers, and system administrators to ensure effective issue resolution and minimal disruption to development processes.
• Communicate updates and incident reports to stakeholders, including status updates on ongoing issues or planned maintenance activities.
• Act as a liaison between help desk staff and upper management to ensure alignment with project goals and priorities.
• Ensure compliance with all DoD security policies, including adherence to Security Technical Implementation Guides (STIGs) and other government-mandated protocols.
• Coordinate with the security team 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.

Work Environment

• On-site support may be required at military installations or secure facilities.
• May involve working on highly sensitive and classified projects, requiring adherence to strict security protocols.

Qualification

Required:

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 4+ years of experience in IT support or help desk roles, with at least 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 to interact with both technical and non-technical personnel.
• Ability to prioritize multiple tasks, work under pressure, and resolve issues in a timely manner.
• Commitment to security best practices and ensuring compliance with strict DoD protocols.
• U.S. citizenship and active Top Secret security clearance.

Desired:

• 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.

Basic Compensations

Salary 65-85K. The offered rate will be based on the selected candidate's knowledge, skills, abilities and/or experience and in consideration of internal parity.

Additional Compensation

KBR may offer bonuses, commissions, or other forms of compensation to certain job titles or levels, per internal policy or contractual designation. Additional compensation may be in the form of sign on bonus, relocation benefits, short term incentives, long term incentives, or discretionary payments for exceptional performance.

Ready to Make a Difference?

Close with a strong call to action, encouraging potential candidates to apply and highlighting the opportunity to make a significant impact in the role.

KBR Benefits

KBR offers a selection of competitive lifestyle benefits which could include 401K plan with company match, medical, dental, vision, life insurance, AD&D, flexible spending account, disability, paid time off, or flexible work schedule. We support career advancement through professional training and development.

Inclusion and Diversity at KBR

At KBR, we are passionate about our people, sustainability, and our Zero Harm culture. These inform all that we do and are at the heart of our commitment to, and ongoing journey toward being a more inclusive and diverse company. That commitment is central to our team of team's philosophy and fosters an environment of real collaboration across cultures and locations. Our individual differences and perspectives bring enhanced value to our teams and help us develop solutions for the most challenging problems. We understand that by embracing those differences and working together, we are more innovative, more resilient, and safer.

KBR is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.