Help Desk Manager with Active Secret Clearance
Help Desk Manager with Active Secret Clearance
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Location:
Arlington VA (primary); remote oversight required
Clearance Requirement:
Active Secret Clearance
Position Overview:
The Help Desk Manager leads daily Help Desk operations ensuring prompt
and effective Tier 1 and Tier 2 support for all Foreign Liaison Office (FLO) users under strict SLA
compliance.
Responsibilities:
Manage 24/7 Help Desk operations and personnel.
Ensure 30minute response times for user inquiries.
Oversee incident event problem request fulfillment and access management activities.
Report on Help Desk performance metrics aligned to the Quality Assurance Surveillance Plan (QASP).
Develop SOPs aligned with ITIL best practices.
Qualifications:
ITIL Foundation Certification strongly preferred.
Minimum 5 years of experience leading Help Desk teams in a DoD environment.
Bachelors degree or equivalent experience.
Employment Type
Full Time
