Help Desk Manager
About The Position
Client Solution Architects (CSA) is currently seeking a Help Desk Manager to support a program onsite in the Washington DC area. For nearly 50 years, CSA has delivered integrated technology and operational support services to meet the defense and federal sector's most complex enterprise needs. Working from operations centers and shipyards to training sites and program offices, CSA deploys experienced teams, innovative tools and proven processes to advance federal missions. Onsite/Hybrid/Remote work schedules subject to change based on contract requirements. This position is contingent upon award.
Requirements
- Must possess and maintain an active Secret Clearance
- 5 years of experience in IT support
- ITIL v4 Certification
Responsibilities
- Manage onsite IT Help Desk operations serving 21 directorates within the Navy Secretariat.
- Oversee cross-trained IT personnel and stagger staff schedules to ensure continuous daily coverage from 6:00 AM to 6:00 PM ET, Monday through Friday.
- Direct the triage, tracking, and resolution of approximately 450 monthly service requests and incidents using the DUSN (M) IT Ticket system.
- Enforce strict Service Level Agreements (SLAs), ensuring standard tickets are resolved within 4 hours and VIP tickets within 1 hour.
- Maintain a current and accurate list of approximately 150 designated Very Important Persons (VIPs).
- Provide immediate, exceptional, and highly prioritized onsite support for high-ranking officials and executives.
- Conduct quarterly customer satisfaction surveys to evaluate help desk effectiveness.
- Compile performance metrics, training feedback, and survey results into Quarterly Status Reports (QSR) and Monthly Status Reports (MSR) for senior management review.
- Serve as the Assistant Customer Technical Representative (ACTR) to manage Next Generation Enterprise Network (NGEN/NGEN-R) services.
- Interface directly with NMCI, Navy Enterprise Service Desk (NESD), DISA Joint Service Provider (JSP), and vendor support entities to escalate issues and resolve complex technical problems.
- Oversee comprehensive desktop support for hardware and peripherals.
- Manage an accurate inventory of non-NMCI assets, coordinate warranty services, execute technology refresh plans, and process software licensing requests.
- Direct technical support and inventory management for over 1,500 wireless devices.
- Develop processes to track billing and produce a Monthly Wireless Invoice Exception Recommendations Report detailing usage anomalies and charges.
- Manage operational, scheduling, and technical support for 12 conference rooms.
- Oversee audio-visual and video teleconferencing (VTC) systems, support high-visibility meetings, and draft Business Case Analyses (BCAs) to recommend capability upgrades.
- Facilitate informal and ad hoc functional training sessions for new employees on software, applications, and IT systems.
- Ensure all training attendance and effectiveness metrics are documented.
- Monitor ongoing NGEN/NGEN-R resources to ensure IT operational requirements meet budget thresholds.
- Advise customers on available enterprise IT services and justify optional services based on emergent operational needs.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
