Helpdesk Manager

BRMi•Rockville, MD

20d•$85,000 - $105,000•Onsite

About The Position

DMS, Inc., a BRMi company, is a progressive information and management sciences company dedicated to serving our clients in the biomedical research, public health, and small business sectors. For almost four decades, we’ve worked to create an environment where highly qualified individuals can collaborate to create the highest quality solutions for our customers. We leverage frequent, honest communications processes to collaborate with our clients to find solutions tailored to their needs. We’re looking for a Helpdesk Manager to support the National Institute of Health (NIH) National Cancer Institute (NCI) by leading day-to-day desktop and user support operations, troubleshooting a wide range of technical issues, and ensuring staff have reliable access to critical systems and tools. Onsite in Rockville, MD, Hybrid possible for right candidate

Requirements

Minimum 4 years of help desk or desktop support experience.
Strong knowledge of Windows and macOS operating systems.
Experience troubleshooting hardware, software, authentication, and connectivity issues.
Familiarity with networking basics (LAN/WLAN, VPN, TCP/IP).
Experience with PIV card authentication and Active Directory account support.
Proficiency with common desktop software (e.g., MS Office, Outlook, EndNote).
Ability to install, configure, and troubleshoot computers, software, and peripherals.
Excellent customer service and communication skills.
Ability to obtain and maintain a Public Trust with the NIH.

Nice To Haves

Experience supporting IT operations within a federal environment.
Understanding of NIH security standards and federal IT compliance requirements.
Prior experience coordinating with software development teams for application-related issues.
Background in AV/meeting technology setup and troubleshooting.
Experience with ticket management tools such as ServiceNow.
Enterprise IT tools JAMF, SCCM, or similar.
Experience in an environment requiring adherence to FISMA, Section 508, or other federal IT standards.
Strong organizational skills and experience managing multiple concurrent support tasks.
Associate’s degree or higher.

Responsibilities

Oversee and act as the central point of contact for resolving desktop, software, and user support needs, ensuring timely response and team alignment.
Provide and supervise in-person and phone support to users for desktop environments (Windows/Mac), authentication (PIV/AD), desktop applications (MS Office, Outlook, EndNote), and hardware/software installations.
Lead and guide the team in troubleshooting hardware, software, authentication, and connectivity issues for NCI staff, ensuring high-quality customer service.
Manage and coordinate the deployment and configuration of desktops, laptops, and approved applications across the organization.
Oversee installation and configuration of authorized software and peripherals, ensuring adherence to security and compliance standards.
Collaborate with and direct team coordination with development groups to resolve application-related incidents and improve service workflows.
Supervise and support audiovisual setup for meetings, technical presentations, and onsite events.
Ensure proper documentation and reporting, including maintaining issue records, reviewing knowledgebase updates, monitoring ticket queues, and escalating issues as needed.
Provide leadership, mentoring, and workload management for helpdesk staff to maintain service quality and continuous improvement.
Perform other duties as assigned.

Benefits

Comprehensive Medical, Dental, and Vision Insurance
Employer-Paid Life Insurance
Employer-Paid Short-Term and Long-Term Disability Insurance
401(k) Plan
Paid Time Off (PTO) that includes Vacation Leave, Sick Leave, and 11 Paid Holidays
Educational Assistance

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