Help Desk Manager

Title: Help Desk ManagerApplying for this role is straight forward Scroll down and click on Apply to be considered for this position. Duration: Full Time Permanent The Help Desk Manager will oversee the day-to-day operations of the NS3 Help Desk, managing a team that provides phone and in-person support for IT issues, including email, computer systems (PC & Mac), and desktop applications. The manager will serve as the first point of contact for troubleshooting hardware/software issues, including printers, and oversee SCIF/Collateral security management responsibilities. Key Responsibilities: Supervise and direct Help Desk staff, ensuring efficient operations and timely resolution of support requests. Manage Tier 2 service calls, monitor queue management, and ensure adherence to Service Level Agreements (SLA). Establish, monitor, and report on service performance metrics; ensure help desk objectives are met and customer expectations are exceeded. Act as the escalation point for all requests and incidents, analyzing and determining root causes. Train, mentor, and provide backup support for Help Desk Specialists. Develop training materials and schedules. Oversee scheduling and day-to-day operations of NS3's Sensitive Compartmented Information Facilities (SCIFs) and/or Collateral spaces. Ensure compliance with physical security protocols and personnel clearances in SCIFs/Collateral spaces. Directly responsible for access control and monitoring security of SCIF-related property and personnel. Communicate daily with government personnel, ensuring compliance with SCIF/Collateral accreditation and personnel security requirements. Develop and implement processes for continuous improvement in IT support, reducing cost and optimizing speed. Maintain hardware inventory, assist with installation, and oversee equipment refresh cycles. Oversee video teleconference setups for NS3's customers and support communication needs. Provide detailed reports on help desk performance, including the status of open and aging tickets, and VIP-related issues until resolution. SCIF/Collateral Security Management: Manage the day-to-day scheduling, access control, and physical security of SCIF and Collateral spaces. Ensure compliance with security measures, including visitor clearances and security monitoring. Investigate incidents involving mishandling of classified information and recommend corrective actions. Responsible for maintaining and updating records of personnel security credentials. Additional Duties: Ensure all users have the necessary security clearance and are informed of their responsibilities before granting access to classified networks. Manage emergency communications and outage notifications within the organization. Stay current on developments in the IT industry, providing recommendations to enhance service delivery. Security and Clearance: Required: Active Top Secret clearance with eligibility for Sensitive Compartmented Information (SCI) access. Must hold one of the following DoD-level certifications: COMPTIA Security+ (CE), CySA, CCNA, GICSP, or GSEC. Experience and Education Requirements: Minimum of 6 years of related experience, OR Associate's degree (or equivalent) plus 4 years of relevant experience. Work Schedule: Help Desk Manager is responsible for overseeing staff from 7:00 am 5:00 pm, Monday to Friday, excluding Federal Holidays. Deliverables: Regular reports, documentation, and any other materials related to Help Desk operations, following templates and timeframes agreed upon with the government team lead.

Created: 2025-03-06