Help Desk Shift Lead

ECS Federal LLC

DC

JOB DETAILS
SKILLS
Analysis Skills, Artificial Intelligence (AI), Atlassian JIRA, Business Continuity Planning (BCP), Cross-Functional, Customer Experience, Customer Relations, Customer Support/Service, Decision Support, Documentation, Establish Priorities, Help Desk, Identify Issues, Internet Security, Leadership, Maintain Compliance, Maintenance Services, Onboarding, Operational Audit, Operational Support, Performance Analysis, Performance Metrics, Quality Assurance, Reporting Dashboards, Resource Management, ServiceNow, Team Player, Top Secret Clearance, Trend Analysis
LOCATION
DC
POSTED
30+ days ago

Everforth ECS is seeking a Help Desk Shift Lead to work in the National Capital Region covering the Pentagon, Falls Church, and Fairfax. Please Note: This position is contingent upon contract award.

The War Data Platform (WDP) is a key initiative within the U.S. Department of War's (DoW) AI‑First strategy introduced in early 2026. The WDP focuses on operational warfighting data and aims to accelerate the deployment of artificial intelligence (AI) on the battlefield. The WDP extends to Unclassified, Secret, and Top Secret environments, and supports collaboration between Combatant Commands, Joint Staff directorates, Senior Executive Service leaders, and operational analysts.

  • The Help Desk Shift Lead provides operational oversight of the WDP User Support Desk during assigned shifts, ensuring service request queues are actively managed, Service Level Objectives are met, and mission-impacting issues are escalated and resolved with urgency across NIPRNet, SIPRNet, and JWICS environments. This role serves as the authoritative point of coordination between frontline Tier-1 support staff and senior engineering, cybersecurity, and platform operations elements during each operational period.
  • Oversees operational performance of mission support activities across multi-enclave environments used for defense analytics platforms such as War Data Platform (WDP) Core Integration, Joint All-Domain analytics missions, and headquarters-level decision support systems.
  • Conducts shift-based monitoring of service request queues using ServiceNow, Jira Service Management, and automated escalation tools to identify workload distribution patterns, track service response times, and measure compliance with Service Level Objectives, key performance parameters, and operational readiness indicators.
  • Executes triage, routing, and coordination procedures to advance resolution of account access issues, onboarding requests, resource allocation tasks, privileged access troubleshooting, and technical inquiries passed from Tier 1 to higher operational elements.
  • Performs quality assurance reviews on ticket documentation, customer interactions, and procedural adherence to maintain accuracy, operational discipline, and mission-aligned service consistency.
  • Utilizes monitoring dashboards, analytic reporting tools, and performance trending metrics to identify bottlenecks, prioritize critical workload, and highlight systemic issues requiring engineering or process intervention.
  • Coordinates with senior duty officers, watch floor personnel, and cross-functional support teams to communicate impacts affecting mission commanders, senior executives, and warfighter communities operating on NIPRNet, SIPRNet, and JWICS.
  • Provides shift change briefings, operational summaries, and daily status updates supporting continuity of operations, surge readiness, and sustained delivery of user support capabilities.
  • Strengthens service quality, operational throughput, and customer experience outcomes through disciplined shift leadership practices aligned with defense mission values.
  • Performs other duties as assigned.

About the Company

E

ECS Federal LLC

ECS was founded in 2001 by experienced IT professionals with a commitment to quality processes, people and performance. Led by our Chairman, Roy Kapani, and an experienced executive leadership team, ECS provides our customers with solutions and services that support their critical needs and further mission objectives. This commitment has paved the way for expansive growth, year over year.

ECS gained market share in 2011 in the Department of Defense and Federal spaces through both organic and acquisition growth. In May, ECS completed its first strategic acquisition with the purchase of OAK Management, Inc., a leading provider of marine environmental services, ship systems engineering, maritime consulting and platform acquisition management. The OAK acquisition kicked off ECS’ intention to add tactical acquisitions as a part of its long term strategy to supplement and expand upon organic growth and to build enterprise value. ECS closed out 2011 with the acquisition of Paradigm Technologies, Inc. The Paradigm transaction added approximately 200 employees to ECS’ existing 900+ employees. Paradigm also added new Defense clients for ECS, including the Missile Defense Agency, the Navy’s Program Executive Officer for Integrated Warfare Systems, the United States Marine Corps, and the U.S. Marshals Service.

In 2012, ECS completed the acquisition of iLuMinA Solutions, Inc. iLuMinA brings large-scale Enterprise Resource Planning (ERP) software implementation and infrastructure design and development to ECS’ expanding capabilities.

ECS will continue to invest in corporate infrastructure and quality processes as we grow and enhance our ability to offer professional excellence to both our customers and our employees.

COMPANY SIZE
50 to 99 employees
INDUSTRY
Staffing/Employment Agencies
FOUNDED
2000
WEBSITE
http://www.ecs-federal.com/