HELP DESK SUPPORT SPECIALIST IV (SUPERVISOR/LEAD)

ONSITE IN PORT HUENEME*** Job SummaryThis position provides senior-level support and leadership within a 24x7x365 operations environment, combining advanced help desk functions with real-time system and facility monitoring oversight. The Help Desk Support Specialist IV serves as the lead for incident management, process monitoring, and operational continuity for mission-critical systems and services.This role is responsible not only for resolving complex escalated issues but also for supervising help desk personnel, managing daily operations, and coordinating project and service delivery activities. The position ensures alignment with service level agreements (SLAs), operational procedures, and customer expectations while maintaining high system availability and performance.The Help Desk Support Specialist IV acts as the primary interface between the help desk team, engineering staff, and program leadership, providing guidance, escalation management, and operational reporting. This role requires strong leadership, decision-making, and organizational skills in a dynamic, mission-critical environment.As with any position, additional expectations exist. Some of these include, but are not limited to, adhering to normal working hours (including shift oversight as required), meeting deadlines, following company policies as outlined by the Employee Handbook, communicating regularly with assigned supervisor(s), staying focused on assigned tasks, and completing other tasks as assigned.ResponsibilitiesOversee and support resolution of escalated Tier I and Tier II support issuesMonitor applications, systems, and services to ensure availability, performance, and operational complianceLead incident management activities including prioritization, escalation, resolution oversight, and reportingProactively identify system anomalies and ensure appropriate corrective actions are takenMonitor and ensure proper response to facility environmental systems including power, HVAC, fire suppression, water detection, and physical security systemsMaintain operational awareness of all systems within a 24/7 operations center environmentCoordinate with Tier III support, system administrators, and engineers to resolve complex issuesEnsure compliance with service level agreements (SLAs) and operational performance metricsOversee documentation efforts including SOPs, policies, and operational proceduresProvide direct supervision and daily oversight of help desk personnel and operations staffAssign tasks, manage shift coverage, and monitor workload distribution across the teamReview and validate work products including incident tickets, reports, and documentation for accuracy and completenessMentor and train help desk staff to improve technical capability and service delivery performanceProvide input to performance evaluations, professional development, and staffing decisionsFacilitate team meetings, shift briefings, and knowledge-sharing sessionsPromote adherence to operational procedures, customer service standards, and best practicesCoordinate and manage help desk-related projects, initiatives, and process improvement effortsTrack and report operational metrics, trends, and performance indicators to program leadershipSupport quality assurance activities including test plans, reporting, and continuous improvement initiativesServe as primary point of contact for customer communication regarding service desk operationsIdentify opportunities for automation, process optimization, and efficiency improvementsSupport contract deliverables, audits, and compliance requirementsBasic QualificationsU.S. Citizenship RequiredHigh School Diploma or equivalent; Associate’s or Bachelor’s degree preferred6+ years of IT support or help desk experience in a corporate or operational environment2+ years of experience in a supervisory, lead, or team coordination roleStrong experience with incident management and ticketing systemsDemonstrated leadership, organizational, and decision-making skillsAbility to manage multiple priorities in a fast-paced, 24/7 operational environmentStrong written and verbal communication skillsAbility to obtain and maintain a DoD Secret clearancePreferred QualificationsCurrent/Active DoD Secret clearanceCompTIA Security+ (IAT Level II) certificationExperience leading operations center, NOC, or watch floor teamsExperience supporting DoD or Navy operational environmentsKnowledge of ITIL processes and service management frameworksExperience with performance metrics, reporting, and SLA managementExperience supporting audits, compliance, or contract deliverablesLocation: Government Site – NITC, Port Hueneme, CADepartment: EBS EOEReporting Senior: Project ManagerCompany SummaryJoin the VSolvit Team! Founded in 2006, VSolvit (pronounced 'We Solve It') is a technology services provider that specializes in cybersecurity, cloud computing, geographic information systems (GIS), business intelligence (BI) systems, data warehousing, engineering services, and custom database and application development. VSolvit is an award winning WOSB, CA CDB, MBE, WBE, and CMMI Level 3 certified company. We offer a customizable health benefits program that best meets the needs of its employees. Offering may include: medical, dental, and vision insurance, life insurance, long and short-term disability and other insurance products, Health Savings Account, Flexible Spending Account, 401K Retirement Plan options, Tuition Reimbursement, and assorted voluntary benefits. Our goal is to grow together and enjoy the work that we do as a team.VSolvit LLC is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.