Help Desk Manager

Title:

Help Desk Manager

At KBR, we deliver science, technology and engineering solutions to governments and companies around the world. KBR employs approximately 37,000 people worldwide with customers in more than 85 countries and operations in over 28 countries. KBR is proud to work with its customers across the globe to provide technology, value-added services, and long-term operations and maintenance services to ensure consistent delivery with predictable results.

Trinzic is the future independent company to be created through the planned spin-off of KBR's Mission Technology Solutions business, expected in January 2027. Our people work at the frontier of what is possible, delivering solutions in challenging environments and advancing some of the world's highest-priority national security and space missions. 

Backed by decades of mission success, deep expertise, and trusted partnerships, Trinzic will launch as a global organization with more than 18,000 employees supporting customers around the world. Join us at a defining moment and help shape the future of a company built to tackle complex challenges and make a meaningful impact. 

Candidates who join KBR's Mission Technology Solutions business before the spin-off will transition to Trinzic when the separation is complete and will not need to reapply for employment. 

As a Help Desk Manager, you will be responsible for developing and implementing secure, end-to-end cluster and application lifecycles in cloud environments. You will collaborate with clients and internal teams to design and implement containerization solutions using Kubernetes or Docker. A key aspect of your role will involve building and maintaining CI/CD pipelines, ensuring a smooth, secure software update process. Additionally, you will apply GitOps principles for software delivery automation, ensuring that systems are both efficient and secure. Your work will support the organization's goals of enhancing security, scalability, and operational efficiency.

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.

Qualifications

Required:

• Security Clearance: Must be eligible to obtain a U.S. government Security Clearance, which is something only a U.S. citizen can obtain
• 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, 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.

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.
• Experience with utilizing AI tools within a development environment.

Basic Compensation: $90,000 - $110,000 (For Colorado Springs, CO Only)

The offered rate will be based on the selected candidate’s knowledge, skills, abilities and/or experience and in consideration of internal parity.

Other 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.

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.

Ready to Make a Difference?

If you’re excited about making a significant impact in the field of space defense and working on projects that matter, we encourage you to apply and join our team at KBR. Let's shape the future together.

Belong, Connect and Grow at KBR

At KBR, we are passionate about our people 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 People First company. That commitment is central to our team of team’s philosophy and fosters an environment where everyone can Belong, Connect and Grow. We Deliver – Together.

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.

About Us

Trinzic is the future independent company to be created through the planned spin-off of KBR's Mission Technology Solutions business, expected in January 2027. Our people work at the frontier of what is possible, delivering solutions in challenging environments and advancing some of the world's highest-priority national security and space missions.

Backed by decades of mission success, deep expertise, and trusted partnerships, Trinzic will launch as a global organization with more than 18,000 employees supporting customers around the world. Join us at a defining moment and help shape the future of a company built to tackle complex challenges and make a meaningful impact

Fraud Alert

As Trinzic prepares to launch as an independent company through the planned spin-off of KBR's Mission Technology Solutions business, job seekers may encounter fraudulent recruiting activity that improperly uses the names, logos, or branding of either Trinzic or KBR.
Bad actors may mix in fake job advertisements with legitimate postings. These ads can include contact instructions and require job seekers to send sensitive personal information or money to pay for visa applications, processing fees, etc., in exchange for consideration for a high-paying position. 
 
Neither Trinzic nor KBR will ever ask for any sort of advance payment as part of the recruiting or hiring process. Candidate profiles are carefully managed to protect personal information.  If you experience fraud in a job offer, we encourage you to contact the KBR ethics hotline (fhoukbrcode@kbr.com) and report it to the Federal Trade Commission by clicking here.