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Help Desk Manager

Scott Air Force Base (Onsite + On-Call)

About Us

Red Cell Partners is an incubation firm building and investing in rapidly scalable technology-led companies that are bringing revolutionary advancements to market in three distinct practice areas: healthcare, cyber, and national security. United by a shared sense of duty and deep belief in the power of innovation, Red Cell is developing powerful tools and solutions to address our Nation’s most pressing problems. 

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 

  • Career track opportunity with potential for rapid advancement with strong performance as the firm grows. 
  • 100% employer paid, comprehensive health care including medical, dental, and vision for you and your family.
  • Flexible work environment with in-person & remote options.
  • Paid maternity and paternity for 14 weeks at employees' normal pay.
  • Unlimited PTO, with management approval.
  • Opportunities for professional development and continued learning.
  • Optional 401K, FSA, and equity incentives available. 

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

#LI-RCP

We’re an Equal Opportunity Employer: You’ll receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

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