Help Desk Manager

Centuria; Rockaway Township (NJ); On-site; USD 85,000 - 110,000; Full time

Job summary

A leading company is seeking an experienced Help Desk Manager to oversee a support team at Picatinny Arsenal, NJ. The role requires strong management skills and technical expertise in supporting IT infrastructure, ensuring high-quality service to government clients. Applicants should possess over 5 years of experience in a government contracting role, showcasing a proven record in team leadership and effective problem-solving.

Qualifications

• 5+ years of experience in government contracting.
• Self-starter with motivation for continued improvement.
• Ability to work independently and collaboratively.

Responsibilities

• Manage a help desk team supporting various IT areas.
• Document and track progress of tickets and issues.
• Ensure compliance with established IT procedures.

Skills

Attention to detail

Problem solving

Effective communication

Customer service focus

Team management

Education

College education preferred

Job description

Job Title: Help Desk Manager

Location: Onsite at Picatinny Arsenal, NJ

Job Type: Full-time

Clearance: Secret

Company/ Program Description:

Centuria, a Service-Disabled Veteran-Owned Small Business (SDVOSB), has been delivering IT, Engineering, and Scientific solutions to the Federal Government since 2002. During our two decades of service we have earned the trust and respect of our government clients for the simple reason that we have great people who are experts in their fields and take pride and ownership in everything they do.

The Washington Post has recognized Centuria Corporation as one of the top workplaces in the DC Metro area for 2024. This award celebrates nationally recognized companies that make the world a better place to work together by prioritizing a people-centered culture and giving employees a voice. The Top Workplaces USA award is based entirely on feedback from an employee engagement survey completed by the employees of participating workplaces. Centuria is honored to have been awarded this distinction.

Job Summary:

Centuria Corporation is seeking an experienced, detail oriented, driven Help Desk Manager to support activities for DEVCOM-AC. This manager will provide oversight to a help desk team responsible for supporting laptop/desktop/portable Electronic Devices (PED) OS installation, configuration, and security, patching the OS, installing, configuring, removing software, configuring user network accounts and email, troubleshooting, and implementing repair solutions for PC, printer, PEDs, and network problems, and managing local area network and virtual private network connections.

Job Responsibilities:

·Understanding of ticketing protocol, metric tracking, monitoring of employee progress, and general reporting to government leadership on progress help desk team

·General understanding of GFEBS and LMP systems

·Ability to effectively manage a team of employees supporting government customers across a wide range of IT areas

·Support and compliance with established IT procedures (team and client usage)

·Understanding of workstations, peripherals, communications devices, and operating system/application software and the proper configuration for network operation and availability for end users

·Ability to document and track progress of tickets and issues within a government approved system

·Overall understanding of staff management, conflict resolution, team construction, and escalation thresholds with corporate and government leadership

Job/Skill Requirements:

·High attention to detail and accuracy.

·Self-starter, with motivation and eagerness for continued improvement.

·Ability to multi-task and adapt to changing situations.

·Effective verbal and written communication skills.

·Strong problem solving and analysis skills.

·Positive, customer-service focus with the ability to actively listen, elicit information, comprehend customer issues/needs, and recommend solutions.

·Ability to work independently as well as collaboratively, follow-through on projects from conception to completion, and complete work accurately and timely with minimal supervision.

Education Requirements:

College education preferred

Years of Experience Requirement:

5+ years of experience within government contracting performing basic and intermediate design functions.