Help Desk Manager

Alpha Omega Integration; Washington (District of Columbia); Hybrid; USD 93,000 - 135,000; Full time

Benefits offered by this job

PTO & parental leave

Federal holidays

Health insurance

Life insurance

401(k) with match

Tuition reimbursement

Job summary

Alpha Omega is seeking a Help Desk Manager with strong Windows Server administration and ServiceNow experience for a hybrid role in Washington, DC. The candidate will manage help desk operations, backups, patching, and incident handling while coordinating with the IT operations team.

Requirements include an Associate's degree, 4 years IT experience, and strong communication skills to interact with users. The role involves after-hours work and security compliance responsibilities.

Qualifications

• 4 years of overall IT experience.
• Experience with ServiceNow Incidents and Reports.
• Eagerness to learn to install, configure, and troubleshoot Windows Server 2016, 2019, 2022.
• Exceptional communication skills due to one-on-one user interactions.
• Strong organization, time management, problem solving, and communication skills.
• Analytical thinking and able to think outside the box.

Responsibilities

• First point of contact for trouble tickets and requests.
• Respond to calls, email, and personal requests for technical support.
• Assist with permission assignments and escalate complex issues to Operations.
• Provide technical support for internal customers daily functions.
• Walk customers through problem-solving processes and follow up on issues.
• Update helpdesk guides and SOPs; maintain server documentation.

Skills

IT experience

ServiceNow incidents

Windows Server administration

Communication skills

Problem solving

Education

Associates Degree

Tools

ServiceNow

PowerShell

Active Directory

Group Policy

Job description

Job Title: Help Desk Manager
Clearance Required: Active Secret or ability to obtain
Work Location: Hybrid - Washington, DC

Alpha Omega is seeking a highly motivated, customer-oriented, dual-role Helpdesk Manager with infrastructure and Systems Administrator experience to join our team. The selected candidate will be responsible for all aspects of windows server administration to include version upgrades, migrations, and application and server patching.May develop, run tests on, implement, and/or maintain operating system and related software. This individual troubleshoots and/or resolves software, operating system, and networking problems. Schedules, performs, or monitors system backups or, when necessary, perform data recoveries. This candidate will also perform light duty ServiceNOW incident management.

Key Responsibilities:

• First point of contact for trouble tickets and requests.
• Respond to telephone calls, email, and personal requests for technical support.
• Respond to trouble tickets, execute low level tasks such as permission assignments, elevate complex issues to Operations team; work with Operations personnel to resolve issues.
• Provide technical support for the daily business functions of internal customers

• Walk customer through problem-solvingprocess
• Follow up with customers to ensure issue has beenresolved

• Update helpdesk guide and SOPs and maintain server documentation library.

• Ensure that systems and their applications are at current release levels, patched, securely configured, and operational
• Address vulnerabilities and other security issues on Windows servers
• Apply OS patches and upgrades on a regular basis, and upgrade administrative tools andutilities
• Identify sources of software problems and take appropriate corrective actions including escalating through tiered support as appropriate
• Resolve technical problems withWindows systems with vendor support

• Participate in server migration to most current Windows OS

• Install new/rebuild existing serversand configure virtual hardware, services, settings,directories, storage, etc. in accordance with standards and project/operationalrequirements

• Maintain an inventory of all supported applications, services and systems

• Conduct periodic inventory tracking for new and used software and servers
• Develop and maintain installation and configurationprocedures
• Perform account management activities for system administrators such as unlocking accounts, managing group membership
• Coordinate,daily backup operations, ensuring all required file systems and system data are successfully backed up and restores are tested
• Add, remove, and maintain user accounts, groups, and other functions in activedirectory
• Add, remove, and maintain network fileinfrastructures
• Create and implement GPOs, PowerShell scripts, and registryedits
• Perform ongoing performance tuning, hardware upgrades, and resource optimization asrequired
• Maintain daily performance of computersystems
• Configure Windows and third-party services asnecessary

Required Qualifications:

Education:

• Associates Degree

Experience/Skills:

• 4 years of overall IT experience
• Experience with ServiceNow Incidents and Reports
• Eagerness to learn to install, configure, and troubleshoot Windows Server 2016, 2019, 2022
• Due to one-one interaction with users, exceptional communication skills, desk-side manners, positive demeanor and appearance are key requirements.
• Strong organization and time management, problem solving, troubleshooting, and communication skills are required.
• Analytical thinking skills required; must be able to think outside the box.

• Basic Understanding of Microsoft Server platforms and technologies including Windows Server, IIS Web Server, Active Directory, Group Policy administration, user and group management, service account management.
• Experienced in managing and administering systems update and patching in an enterpriseenvironment
• Able to work after hours asneeded.

Preferred Qualifications:

• Experience with Microsoft Server platforms and technologies
• Knowledge of installing Windows updates on servers
• PowerShell scripting skills

Required Certifications:

• N/A

Desired Certification(s):

• CompTIA Certificate such as A+, Security+, Server+, or Network+

Salary and Benefit Information:

The likely salary range for this position is $93,000- $135,000. This is not, however, a guarantee of compensation or salary. There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, education and certifications as well as contract provisions regarding labor categories that are specific to the position and could fall outside of this range.

Application Deadline: 9/14/2026

Joining the Alpha Omega team entitles you to participate in all retirement benefits, plans of deferred compensation, health and insurance benefits, and other such benefits as set forth in the company's policy and benefits manuals. See below, to name a few:

• 15 days PTO including paid parental, military, and bereavement leave
• Eleven (11) paid Federal holidays, five of which are floating holidays (as designated by the company's holiday schedule each year)
• Health and Dental Insurance (including 100% employer paid premiums for employee coverage under the HDHP health plan)
• Life Insurance, STD/LTD term disability coverage, with employer paid premiums
• 401 (k) plan with a match that is 100% vested after you complete two years of service
• FSA/DFSA/HSA flexible benefit plans
• Annual Tuition & Professional Development Reimbursement benefit

We regularly review our Total