Help Desk Manager

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

Benefits offered by this job

15 days PTO including paid parental, 0

11 federal holidays

Health and Dental Insurance

Life Insurance

401(k) with employer match

FSA/DFSA/HSA

Tuition & Professional Development Re

Job summary

Alpha Omega is seeking a Help Desk Manager with strong Windows Server administration and ServiceNow experience to lead IT support and infrastructure tasks in a hybrid Washington, DC environment.

The role requires ensuring systems are patched, securely configured, and operational, with responsibilities spanning server migrations, backup testing, and ongoing performance tuning. Strong communication and after-hours availability are essential.

Qualifications

• 4 years of overall IT experience.
• Experience with ServiceNow incidents and reports.
• Eagerness 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.

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, escalated 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 administratorssuch 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

Skills

Windows Server

ServiceNow

Communication skills

Patch management

Active Directory

PowerShell

Server migrations

Backup & recovery

Troubleshooting

Security

Education

Associates Degree

Tools

IIS Web Server

Active Directory

Group Policy

PowerShell scripting

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, escalated 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 administratorssuch 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 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

Benefits

• 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

Our Company

Alpha Omega is an award-winning solutions provider dedicated to delivering mission-enabling technology and strategic solutions for our customers. Since our founding in 2016, we have grown to over 700 employees nationwide consisting of former operators, technologists, and strategists who bring decades of government and industry experience. They are united by one purpose: ensuring our nation’s continued global leadership.

We have a unified operating model providing technical capabilities and solutions for customers across two main business units:

• National Security – supporting agencies such as the Department of Homeland Security (DHS), Navy, Air Force, Army, and the Department of State (DOS).
• National Resilience – supporting agencies such as Federal Deposit Insurance Corporation (FDIC), Treasury, Health & Human Services (HHS), National Institutes of Health (NIH), National Oceanic and Atmospheric Administration (NOAA) and the United States Department of Agriculture (USDA)

Through strategic partnerships, intellectual property, and relentless drive for innovation, Alpha Omega is shaping the future of government technology. We are proud to be a Virginia Best Places to Work 8 times, an Inc. 5000 honoree 7 times, and a Washington Post Top Workplaces 4 times. Join us in driving transformation that secures the nation's future.

Culture And Values

Guided by our core values—Harmony, Engagement, Accountability, Resourcefulness, and Tenacity (HEART)— we foster a culture of innovation, collaboration, and continuous learning and are committed to delivering high-impact solutions. We recognize and reward hard work.

Alpha Omega Integration, LLC (Alpha Omega) 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, disability, or veteran status, or any other protected class.