Help Desk Manager

Lead enterprise help desk operations in support of US Army INSCOM from an onsite Fort Bragg location, delivering timely, high quality IT help desk services with TS/SCI clearance.

Responsibilities

• Oversee all activities related to staffing, operation, and performance of the enterprise help desk.
• Develop schedules, set task priorities, and ensure continuity of service delivery.
• Lead, mentor, and evaluate help desk staff to build a capable, efficient support team.
• Analyze help desk inquiries to identify recurring issues and drive process improvements.
• Maintain problem management databases and ticketing systems to track performance and user issues.
• Evaluate help desk systems and recommend efficiencies or enhancements as needed.
• Resolve escalated inquiries and more complex technical issues.
• Provide first contact and incident resolution for hardware, software, and application problems via telephone and electronic submissions.
• Perform system administration of desktop systems connected to local and wide area networks, including account monitoring, security updates, and OS installations.
• Monitor systems and networks in a real time NOSC environment and initiate fixes or escalate to Tier II/Tier III teams when required.
• Provide support for the implementation, troubleshooting, and maintenance of IT systems.
• Manage IT system infrastructure and related processes to ensure consistent operational reliability.
• Support IT systems, including daily operations, monitoring, and issue resolution across client/server/storage/network, print devices, and mobile devices.
• Oversee imaging of systems, BIOS configuration (SCCM/PXE Boot), and tasks such as STIGs and IAVA implementation.
• Maintain a courteous, customer service oriented approach to users and ensure efficient resolution of Tier I and Tier II issues.
• Document incidents and their solutions in an incident database.

Requirements

• Education: Associate’s degree
• Experience: 7+ years of related experience
• Technical skills: Familiarity with hardware/software troubleshooting techniques and principles of network and systems administration
• Technical skills: Experience with Active Directory functions such as unlocking and creating accounts
• Technical skills: Proficiency in imaging systems, implementing STIGs/IAVAs, and using SCCM/PXE Boot for system configuration
• Technical skills: Knowledge of DoW-specific systems and processes, with at least 1 year of DoW experience preferred
• Technical skills: Working knowledge of NOSC operations and related support processes
• Security clearance: TS/SCI
• Citizenship: U.S. citizenship required
• Certifications: DoW 8570.01-M IAT Level II/8140 Computing Environment Certification as determined by the Program Manager prior to support on contract
• Certifications: IAT II 8570/8140 Baseline Certification Security+ or equivalent
• Certifications: Computing Environment: MSCA 2016 or Microsoft Azure Administrator or equivalent; must obtain AZ104 within 180 days from start date
• Role requirement: On customer site daily support
• Role requirement: Candidates may be required to obtain a CI polygraph for certain positions as determined by the contract
• Role requirement: Position may require lifting of IT hardware and other moderately strenuous activity
• Travel: Travel may be required to support the mission (less than 10%)

Technologies

• Active Directory
• SCCM
• PXE Boot
• Imaging systems
• STIGs
• IAVA

Benefits

• Growth: AI powered career tool that identifies career steps and learning opportunities
• Support: An internal mobility team focused on helping you achieve your career goals
• Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
• Community: Award winning culture of innovation and a military friendly workplace