Help Desk Manager with Secret Clearance

Columbia, IN - USA

Monthly Salary: Not Disclosed

Posted on: 5 days ago

Vacancies: 1 Vacancy

Job Summary

Description

Founded in 1989 CALNET Inc. has become one of the fastest growing privately held companies in the Technology Intelligence Analysis and Language Services consulting arena. Headquartered in Reston VA CALNET employees deliver true value to our customers by employing best practices world-class technologies industry expertise in every project. CALNET is ISO 9001 ISO 20000 and CMMI-Level III certified

As a Prime Government Contractor for a major government institution we are currently searching for a talented Help Desk Manager with Secret Clearance to work in Washington DC

Position Overview

The Help Desk Manager is responsible for the overall leadership management performance and operational excellence of the ITIL-based Service Desk supporting the Governments Secure Data Network. This role ensures delivery of high-quality IT support services achievement of Service Level Agreements (SLAs) compliance with the Quality Assurance Surveillance Plan (QASP) and adherence to Treasury security and operational standards.

The Help Desk Manager serves as the operational lead for Service Desk activities ensuring incident request and problem management functions are executed effectively and efficiently while maintaining a customer-first service culture.

Key Responsibilities

1. Service Desk Operations Management

Lead and manage daily Service Desk operations supporting IT incidents service requests and inquiries.
Ensure onsite coverage during core hours (7:00 AM 6:00 PM ET) and effective 24x7 operational support.
Oversee staffing schedules and adjust shifts to meet changing ticket volumes and operational demands.
Maintain escalation procedures for Priority 1 2 and 3 incidents.
Ensure on-call personnel meet 1-hour response and 2-hour onsite requirements for critical events.
Facilitate daily stand-up meetings and ensure preparation and distribution of Daily Status Reports (DSR/SITREP).

2. SLA & Performance Management

Ensure compliance with QASP performance metrics including:

90% first-contact resolution
100% ticket logging accuracy
100% ticket closure within 1 hour of resolution
Help Desk Answer Time ( 60 seconds 90% compliance)

Track weekly monthly and bi-annual Service Desk performance reports.
Develop performance dashboards and trend analysis.
Implement corrective action plans for SLA deviations.
Drive continuous improvement initiatives to exceed Acceptable Quality Levels (AQLs).

3. Incident & Request Management

Oversee logging and tracking of all incidents and service requests.
Ensure proper categorization prioritization and documentation of tickets.
Monitor escalation processes and ensure Service Desk remains engaged throughout ticket lifecycle.
Ensure proper handling of:

Active Directory account management
Password resets
Group policy modifications
Citrix troubleshooting
Remote assistance support
Asset tracking entries

4. Customer Experience & Quality Assurance

Implement and manage customer satisfaction survey processes.
Analyze complaint trends and ensure same-day escalation of customer complaints.
Promote professional conduct and high customer service standards.
Ensure 100% documentation accuracy and lifecycle ticket updates.
Coordinate development and annual update of Standard Operating Procedures (SOPs).

5. Security & Compliance

Ensure Service Desk operations comply with:

FISMA
NIST SP 800-53
DoD and CNSS directives

Ensure all personnel maintain required security clearances and training.
Coordinate with ISSO and Security teams for incident response and vulnerability reporting.
Support DR/COOP exercises and maintain operational readiness.

6. Reporting & Deliverables

Prepare and submit:

Daily Status Reports (by 8:00 AM ET)
Weekly Service Desk Reports
Monthly Service Desk Reports
Bi-annual performance reports

Support Monthly Project Management Reviews (PMRs).
Provide ad hoc reporting to COR and Government leadership.
Ensure deliverables meet accuracy timeliness and completeness standards.

7. Team Leadership & Workforce Development

Lead a team of junior mid-level and senior Service Desk technicians.
Provide coaching mentoring and performance management.
Identify training needs and ensure ITIL-aligned service delivery.
Maintain low turnover and high morale.
Replace underperforming staff as required.

Required Qualifications

Bachelors degree in Information Technology Computer Science or related field (or equivalent experience).
Minimum 710 years of IT support experience.
Minimum 35 years in a Service Desk leadership role.
Experience managing ITIL-based Service Desk environments.
Experience supporting enterprise IT infrastructure in federal or national security environments.
Active Secret clearance (Tier 3 investigation).
Strong knowledge of:

Windows 10/11
Active Directory
Citrix environments
LAN networking
ITSM platforms (ServiceNow or similar)

Desired Certifications

ITIL v4 Foundation (or higher)
CompTIA Security
HDI Support Center Manager

This opportunity is in Washington DC

CALNET Inc. offers a competitive salary and a generous benefits package. This package includes medical dental vision life short- and long-term disability insurances a 401(k)-retirement savings plan and generous leave time.

CALNET Inc. is an Equal Opportunity Employer. EEO/M/F/D/V

Required Experience:

Manager

DescriptionFounded in 1989 CALNET Inc. has become one of the fastest growing privately held companies in the Technology Intelligence Analysis and Language Services consulting arena. Headquartered in Reston VA CALNET employees deliver true value to our customers by employing best practices world-clas...