Senior Help Desk Manager

C3EL; Hawaii; On-site; USD 85,000 - 115,000; Full time

Job summary

A government contractor in Honolulu, Hawaii, is seeking a Senior Help Desk Manager to lead their on-site IT support team. This role involves managing Help Desk operations, ensuring SLA compliance, and expert troubleshooting across various network environments. Candidates must have an active Secret clearance and at least 8 years of experience in tiered Help Desk environments. This position offers an opportunity to support critical Department of Defense missions.

Qualifications

• Active US Government issued Secret clearance.
• Current DoD-8570 IAT Level 2 baseline certification.
• 8+ years of experience in tiered Help Desk support.

Responsibilities

• Lead Tier I–III Help Desk operations.
• Supervise Help Desk staff and incident resolution.
• Manage service tickets and response procedures.
• Troubleshoot complex hardware, software, and network issues.
• Ensure compliance with cybersecurity policies.

Skills

Leadership

Incident Resolution

Troubleshooting

Service Level Agreements (SLAs)

Active Directory

Altiris Help Desk

SCCM

Cybersecurity Compliance

Education

High School diploma or equivalent

Tools

Altiris Help Desk

Remedy

Altiris Deployment Solution

Job description

U.S. Citizenship is required due to contract requirements.

Description

C3EL is seeking a cleared Senior Help Desk Manager to join our on-site team at Fort Shafter Flats in Honolulu, Hawaii. This position is responsible for managing and providing leadership to a tiered Help Desk team supporting multi-classification network environments. The Senior Help Desk Manager will oversee daily IT support operations, ensure service level compliance, and provide expert troubleshooting across hardware, software, and network systems in support of Department of Defense missions.

Responsibilities

• Lead and manage Tier I–III Help Desk operations supporting SIPR, NIPR, and CENTRIX networks.
• Supervise Help Desk staff to ensure timely incident resolution and adherence to established Service Level Agreements (SLAs).
• Manage and track service tickets using Altiris Help Desk and Remedy systems.
• Oversee incident response, escalation procedures, and shift coverage to maintain continuous support.
• Troubleshoot and resolve complex hardware and software issues across workstations, servers, and mobile devices.
• Provide support for A/V equipment, Active Directory, and command-specific applications (ITRS, iPERMS, DTS, etc.).
• Manage OS delivery and deployment methods using Altiris Deployment Solution (DS) and SCCM.
• Support and troubleshoot USARC-specific application servers, including RCAS, RLAS, and DMO.
• Ensure compliance with DoD and organizational cybersecurity policies and procedures.
• Develop and maintain Help Desk documentation, knowledge base entries, and performance metrics.

Minimum Qualifications

• An active, in-scope US Government issued Secret clearance.
• Current DoD-8570 IAT Level 2 baseline certification (Security+ CE, or equivalent).
• Minimum of eight (8) years of experience providing IT support services in a tiered Help Desk environment.
• Extensive experience in:
  • Altiris Help Desk and Remedy ticket tracking systems
  • Managing Help Desk personnel and ensuring SLA compliance
  • Troubleshooting within SIPR, NIPR, CENTRIX, and STAMIS environments
  • Active Directory, A/V, servers, and mobile devices
  • OS deployment and software delivery (Altiris DS, SCCM, etc.)
  • USARC-specific systems such as RCAS, RLAS, and DMO
  • Troubleshooting command applications (ITRS, iPERMS, DTS, etc.)

Preferred Qualifications

• Experience supporting DISA, USARPAC, and USARC IT Tiered Support Services.
• Extensive knowledge of Altiris Help Desk Solution, Altiris Deployment Solution, and Altiris Software Delivery environments.

Education

• A minimum of a High School diploma or equivalent is required.