Help Desk Manager
Help Desk Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
We are committed to attracting and retaining the best and brightest talent who desire to work with industry leading technology to stay on top of their provide an excellent benefit package which includesmedical dental vision paid time off401(k)paid professionaldevelopment reimbursementand more!
We are seeking a Help Desk Manager for an onsite opportunity in Washington DC to do the following tasks:
Key Responsibilities include:
- Manage daily operations of Tier I and Tier II help desk services overseeing phone email and in-person support.
- Supervise and mentor Help Desk Specialists ensuring service levels are met and customer satisfaction remains high.
- Serve as the escalation point for complex technical issues and ensure timely resolution.
- Monitor Help Desk ticket queues and maintain service performance metrics; generate daily weekly and monthly reports.
- Ensure all personnel accessing classified systems meet clearance authorization and need-to-know requirements.
- Manage SCIF and collateral space operations including access control visitor monitoring and compliance with security protocols.
- Oversee COMSEC support functions including material handling destruction records and semi-annual inventories.
- Develop and maintain Standard Operating Procedures (SOPs) and Help Desk process documentation.
- Facilitate team scheduling to ensure coverage Monday-Friday 7:00 am - 5:00 pm including emergency response support.
- Support the organizations incident change and problem management processes based on ITIL best practices.
- Coordinate with IT leadership to align Help Desk services with business and operational requirements.
- Manage VIP support services ensuring rapid and thorough resolution of issues.
- Advise management on service improvements customer feedback trends and operational risks.
Requirements:
- Bachelors Degree in Information Technology Business Administration or related field.
- Minimum 6 years of IT help desk or technical support experience including at least 3 years in a leadership or managerial role.
- Strong knowledge of service desk operations ITSM/ITIL frameworks and performance management.
- Experience managing IT support teams in classified environments.
- Familiarity with Microsoft Windows OS Active Directory ticketing systems and standard IT support tools.
- Exceptional leadership customer service and communication skills.
- Must have an active Top Secret / SCI clearance.
Preferred Skills and Experience:
- Experience supporting Department of Commerce (DOC) or similar federal agency environments.
- Experience supporting secure facilities (SCIF) operations.
- One of the following certifications required: COMPTIA Security with CE Cyber Security Analyst certification (CySA) Cisco Certified Network Associate (CCNA) Global Industrial Cyber Security Professional (GICSP) or GIAC Security E.
Required Experience:
Manager
Employment Type
Full Time
