IT Lab Operations Manager – Help Desk & Lab Systems

ARSIEM Corporation; Arlington (VA); On-site; USD 90,000 - 120,000; Full time

Job summary

ARSIEM Corporation in Arlington, VA seeks a Technical Engagement Network (TEN) Lab Manager to lead IT support and lab operations for a government client. The role focuses on first-level Help Desk support, user provisioning, and asset management across the TEN Lab environment.

Responsibilities include systems administration, VPN and VDI support (Citrix/VMware), MacOS and iOS assistance, and credential management. Active security clearances are preferred for this role.

Qualifications

• BS in computer-related field or HS diploma with relevant experience.
• 5+ years of directly relevant IT/Help Desk experience.
• 3+ years MacOS and iOS support experience.
• Ability to work across multiple locations and teams.
• Strong problem solving and customer support skills.
• Proficient in asset management, ticketing, and SOP development.

Responsibilities

• Serve as the first level Help Desk for the TEN Lab systems and accounts.
• Assist new user setup of equipment, accounts and tools.
• Respond to user requests via email, walk-ins, phone calls or other means.
• Create and maintain accurate tickets for Help Desk activities.
• Maintain asset records and inventory in coordination with Asset Management.
• Provide systems admin support including patching and network maintenance.
• Support VPN or Virtual Desktop Infrastructure access for users.
• Provide MacOS and iOS support to users.
• Troubleshoot and triage basic to intermediate issues.
• Manage user accounts and credential resets.
• Operate NetApp storage following customer guidance.
• Identify process improvements with customer approval.

Skills

Customer service

IT support

Help desk

Collaboration across locations

Problem solving

Detailed note-taking

Education

BS Computer Science/Engineering/IS/Systems

HS Diploma + 3+ years relevant experience

Tools

Citrix

VMware

VPN

NetApp ONTAP

MacOS/iOS support

Job description

ARSIEM Corporation in Arlington, VA seeks a Technical Engagement Network (TEN) Lab Manager to lead IT support and lab operations for a government client. The role focuses on first-level Help Desk support, user provisioning, and asset management across the TEN Lab environment.

Responsibilities include systems administration, VPN and VDI support (Citrix/VMware), MacOS and iOS assistance, and credential management. Active security clearances are preferred for this role.