Help Desk Manager

LTS Inc.; Washington (District of Columbia); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a skilled Help Desk Manager to lead a dynamic team in providing exceptional IT support. This role demands a proactive approach to problem-solving and the ability to adapt to evolving client needs. The successful candidate will oversee helpdesk operations, ensuring efficient service delivery while maintaining high standards of customer satisfaction. With a focus on developing staff and optimizing processes, this position offers a unique opportunity to make a significant impact in a fast-paced environment. Join a forward-thinking organization committed to excellence in IT services and support.

Benefits

Comprehensive benefits

Training and career development opportunities

Qualifications

• Minimum AS/AA degree or 6 years of related experience required.
• Active TS security clearance with SCI eligibility is mandatory.

Responsibilities

• Supervise helpdesk staff providing support for various systems.
• Establish service performance metrics and ensure compliance.
• Lead and mentor a team of helpdesk specialists.

Skills

Communication Skills

Analytical Skills

Problem-Solving Skills

Leadership Skills

Technical Troubleshooting

Help Desk Management

Interpersonal Skills

Adaptability

Education

AS/AA degree or equivalent

6 years of related experience

Tools

ServiceNow

Jira

Windows Operating Systems

Microsoft Office

Office 365

MS Teams

Job description

LTS is seeking an experienced Help Desk Manager to support the coordination with business and technology teams, ascertaining system requirements, such as program functions, output requirements, input data acquisition, and system techniques and controls. The environment is dynamic, and client needs are often evolving; flexibility and forward-thinking views are important for success.

This position will require an Active TS Security Clearance with SCI eligibility. This position is 100% onsite in Washington D.C.

LTS provides trusted consulting and solutions in an increasingly complex and growing world. Our deep expertise in technology and analytics helps us serve a broad constituency of clients that range from cabinet-level departments of the U.S. Government to the largest Federal IT contractors in the world.

LTS is a leading information technology (IT) provider for mission-critical systems leveraging the latest technologies to deliver cutting-edge solutions from small mobile applications to large, complex enterprise applications. Our professionals specialize in multiple disciplines including program management, system integration, system design, system development, cybersecurity, infrastructure, and data analytics.

Responsibilities:

1. Supervise and direct staff providing phone and in-person support for email, directories, operating systems, desktop applications, and contract-deployed applications.
2. Act as the first point of contact for troubleshooting hardware/software issues on PC, Mac, and printers.
3. Oversee Tier 2 service calls, ensuring efficient queue management, SLA compliance, and achievement of helpdesk objectives.
4. Establish and monitor service performance metrics, ensuring IT meets service goals, and provide daily, weekly, and monthly management reports.
5. Administer service requests, incidents, and problems, ensuring high-quality customer service and minimal response times.
6. Develop and enhance escalation processes for seamless information flow and rapid issue resolution.
7. Identify root causes of IT issues and effectively communicate findings to internal and external stakeholders.
8. Ensure customer expectations are met or exceeded through high-quality Tier 1 & Tier 2 service delivery.
9. Install or assist with hardware installations, including monitors, keyboards, printers, and disk drives, following best practices.
10. Manage helpdesk knowledge base and solutions repository, ensuring high-quality resources are available for staff.
11. Provide IT support for video teleconferencing systems for customers.
12. Personally oversee all VIP-related IT issues until resolution.
13. Lead, mentor, and develop a team of helpdesk specialists, providing training, coaching, and career development opportunities.
14. Develop and implement training materials for helpdesk staff to improve technical and customer service skills.
15. Schedule employees' work shifts, ensuring adequate coverage and providing backup support when needed.
16. Evaluate team performance, provide feedback, and set expectations to meet defined performance benchmarks.

Security & SCIF Management:

1. Serve as the SCIF/Collateral Security Manager, responsible for enforcing security protocols and procedures.
2. Verify personnel security clearance, authorization, and need-to-know before granting access to classified networks.
3. Manage SCIF entrance control, verifying personnel credentials and maintaining security logs.
4. Oversee day-to-day SCIF operations, including scheduling, opening, closing, and compliance with physical security requirements.
5. Monitor security measures, including alarm systems, entry/exit logging, facility checklists, and accreditation compliance.
6. Ensure all visitors and staff within SCIFs and collateral spaces have proper clearances.
7. Conduct preliminary inquiries into classified information mishandling incidents and recommend appropriate actions.
8. Maintain accurate listings of SCI-cleared personnel using Security Center and similar systems.

Service Improvement & Process Optimization:

1. Develop and implement service and business-level agreements to measure and improve IT support performance.
2. Identify opportunities to enhance IT support processes for increased efficiency and customer satisfaction.
3. Manage outage and emergency communication processes, ensuring stakeholders receive timely updates.
4. Stay informed on IT industry developments and recommend optimizations to improve speed and reduce costs.
5. Develop an effective and scalable framework for managing and improving IT support within the organization.

Asset & Inventory Management:

1. Ensure implementation and maintenance of documented imaging procedures for computing devices.
2. Manage IT hardware inventory, provide quarterly reports, and oversee asset refresh cycles.
3. Ensure documented procedures and SOPs for IT and Helpdesk Support activities are maintained.
4. Generate ad-hoc reports on open and aging helpdesk tickets for management review.

COMSEC & Classified Information Management:

1. Serve as a COMSEC co-custodian, managing cryptographic materials, audits, and incident reporting.
2. Maintain accurate records of personnel appointments, equipment access, and classified material destruction.
3. Conduct physical inventories of accountable COMSEC assets and assist with audits.
4. Oversee keying and operation of cryptographic equipment in compliance with security policies.

Required Skills, Experience & Qualifications:

1. Minimum AS/AA degree (or equivalent) AND minimum of four (4) years of experience; OR minimum of six (6) years of related experience is required in lieu of a degree.
2. Must have an Active TS security clearance with SCI eligibility.
3. Must be a U.S. citizen.
4. Must possess one of the following DoD level II Security professional certifications: COMPTIA Security+ with CE, Cyber Security Analyst certification (CySA), Cisco Certified Network Associate (CCNA), Global Industrial Cyber Security Professional (GICSP), GIAC Security Essentials (GSEC).
5. Strong communication skills (oral and written) with the ability to relay concise messaging and reporting to all levels of management.
6. Expert with remote desktop tools and IT support management systems (e.g., ServiceNow, Jira, or similar).
7. Excellent interpersonal skills and the ability to work independently with minimal guidance or supervision.
8. Strong analytical and problem-solving skills, with the ability to design effective solutions for complex issues.
9. Self-motivated and adaptable: Capable of working both independently and collaboratively within a team environment, demonstrating strong initiative and drive.
10. Proven Help Desk management experience: Demonstrated ability to effectively run and oversee a Help Desk operation, ensuring smooth service delivery and team performance.
11. Leadership and interpersonal excellence: Strong management, leadership, and organizational skills, with the ability to motivate and guide a team while fostering positive working relationships.
12. Clear and effective communication: Skilled at managing user expectations and communicating technical information to end users in a way that’s easy to understand.
13. Technical troubleshooting expertise: Extensive experience resolving issues with Windows operating systems, Microsoft Office, Office 365, and MS Teams, ensuring timely and effective support for users.
14. Proficient with service desk management tools: Skilled in using service desk software (e.g., ServiceNow, Jira) to track support requests, monitor team performance, and ensure efficient issue resolution.
15. Analytical and reporting skills: Ability to analyze support metrics, generate insightful reports, and create clear, concise documentation, including business correspondence and procedure manuals to improve processes.

LTS is committed to offering eligible employees comprehensive benefits that will provide them with options intended to meet their needs and the needs of their family.

LTS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.