Help Desk Manager (TS/SCI)
Company: DirectViz Solutions, LLC
Location: Washington
Posted on: March 8, 2025
Job Description:
DirectViz Solutions (DVS) is a dynamic and rapidly growing
government contractor committed to delivering innovative IT
solutions that address the mission-critical needs of our government
clients. Through the expertise and dedication of our talented team,
we provide cutting-edge technology services designed to achieve
success and exceed expectations.At DVS, we prioritize our employees
as our greatest asset. We offer competitive compensation,
comprehensive medical benefits, a 401(k) match, generous PTO
accrual, professional development reimbursement, corporate-funded
technology certifications, and robust employee recognition and
appreciation programs.We are seeking a highly skilled Help Desk
Manager to work in Washington DC.Job Summary:Provide daily
supervision and direction to staff who are responsible for phone
and in-person support to users in the areas of e-mail, directories,
computer operating systems, desktop applications for all types of
computer systems, and applications developed or deployed under this
contract. Serve as the first point of contact for troubleshooting
hardware/software, all types of computer systems (PC and Mac), and
printer problems. Moreover, help desk personnel will be designated
as the SCIF/Collateral security manager.Position has an On-Call
requirement. Ensure all users have the requisite security
clearance, authorization, and need-to-know, and are aware of their
security responsibilities before granting access to classified
networks. Helpdesk Manager is ultimately responsible for managing
the Tier 2 service calls and must be an expert in queue management,
Service Level Agreement (SLA) monitoring, reporting and achievement
of Helpdesk objectives, and have a firm grasp and understanding of
the hardware/software tools that the Tier 2 support services
provide. Oversee overall helpdesk support for the desktop computing
environment (PC, Desktop/Laptop), as well as printers, copiers,
telephones, etc. Observe the day-to-day helpdesk operations and
respond quickly to service requests. Establish service performance
metrics, monitor to ensure IT consistently achieves service goals,
and provide daily, weekly, and monthly management reports.
Administer all requests, incidents and problems. Help establish
processes needed to provide high quality customer service and
minimum response time for service requests. Act as escalation point
for all requests and incidents. Develop a mature phone/ticket
escalation process to ensure free flowing escalation and
information within the organization. Determine root cause of issues
and communicate appropriately to internal and external customers.
Manage the performance of Tier 1 and Tier 2 services and support to
clients (internal and external) and ensure that service levels are
achieved. Ensure customer expectations are met or exceeded. Ensure
staff meet and/or exceed expectations regarding performance,
meeting defined metrics/benchmarks.Train, coach and mentor Helpdesk
Specialists. Oversee staff activities. Build training material for
helpdesk staff. Schedule employees working times and provide backup
support. Interact with internal and external customers. Work to
make Helpdesk the single source of truth and service delivery
channel for IT. Monitor and manage phone queue (participating in
escalated calls as needed). Oversee Solutions repository and ensure
top quality solutions are available to the staff. Develop Service
and Business Level Agreements to set expectations and measure
performance. Develop an effective and workable framework for
managing and improving customer IT support in the organization.
Advise management on situations that may require additional client
support or escalation. Manage process for communicating
outage/emergency activities to the organization. Stay current on
developments within the IT industry and provide recommendations on
ways to optimize speed, reduce cost, etc.Install or assist helpdesk
team in installation of hardware and peripheral components, such as
monitors, keyboards, printers, and disk drives, following design or
installation best practices.Ensure the implementation and
maintenance of fully documented procedures for imaging computing
devices supported by Director. Manage hardware inventory and
provide quarterly reporting and refresh cycles. Ensure the
implementation and maintenance of fully documented procedures and
SOPs for IT related and Helpdesk Support activities. Produce ad-hoc
reports detailing the status of the Open and Aging Helpdesk
Tickets. Personally, communicate with and oversee all VIP related
issues until closure.Key Responsibilities:
- Provides support to end users on a variety of issues.
Identifies, researches, and resolves technical problems. Responds
to telephone calls, email and personnel requests for technical
support. Documents, tracks, and monitors the problem to ensure a
timely resolution.
- Set-up preplanned video teleconference for customers.
- Conduct day to day scheduling and management of Sensitive
Compartmented Information Facilities (SCIFs) and/or Collateral
spaces to include:
- Manage the day-to-day scheduling, opening, closing and other
required actions for SCIF and/or Collateral spaces.
- Communicates with Government personnel daily.
- Monitor physical security including alarms, entry and exit
logging, facilities checklists, compliance with SCIF and/or
collateral requirements for accreditation.
- Implement personnel security measures, including ensuring all
visitors and staff located in the SCIF and/or Collateral spaces
have proper clearances.
- Directly responsible for access control, monitoring, deterring,
and detecting crime against DOC's property located in the SCIF,
employees, and customers.
- Identifies information requiring protection, such as documents,
materials, and devices, and designates the level of protection
based on prescribed parameters, well-defined procedures, as well as
internal and external policies.
- Identifies and performs preliminary inquiries of incidents
involving the mishandling of classified information.
- Recommends follow-up actions and closure of preliminary
inquiries.
- Reports unusual or unfamiliar documentation to supervisor or
higher graded specialist.
- Implements personnel security measures, including ensuring all
visitors and staff located in the SCIF have proper clearances.
Responsibilities include receiving and passing clearances from/to
SCIF/Collateral facilities and maintaining accurate listings of SCI
cleared staff using Security Center and other similar systems.
- Minimum security clearance for Contractor personnel for this
order and related sub-task is Top Secret with access to Sensitive
Compartmented Information (TS/SCI).
- Contractor shall provide a two-person helpdesk specialist
during core hours (9am - 3pm) to support the Services during the
following time periods:
- Monday - Friday, 7:00 am - 5:00 pm; except Federal Holidays and
when the building is closed.
- Shall make every attempt to have the individual post(s) manned
on a normal weekly basis of eight hours (8) hours per day at the
same SCIF or collateral location, not to exceed a total of twelve
(12) hours within a twenty-four (24) hours period.
- Manage SCIF entrance control procedures, verify personnel
security credentials via cleared authorized log and physical
hands-on check of Department of Commerce issued identification
badge Common Access Card.
- Manage the day-to-day video teleconference and SCIF calendars,
scheduling, opening, closing and other required actions for the
Sensitive Compartmented Information Facilities (SCIFs).
- Responsible for controlling personnel entry and exit of the
SCIF, keeping automated/written records on provided forms or other
defined media of all action taken, such as maintaining an access
sign in log.
- Monitor, track, and assign availability for the classified
hoteling space.
- Managed the help desk personnel to ensure that SCIF and
collateral spaces are manned from 7:00 am - 5:00 pm.Required
Qualifications:
- Associate Degree and 3 years of experience OR 6 years of
relevant experience.
- Must possess one of the following; COMPTIA Security+ with CE,
Cyber Security Analyst certification (CySA), Cisco Certified
Network Associate (CCNA), Global Industrial Cyber Security
Professional (GICSP), GIAC Security Essentials (GSEC).
- Active Top Secret with eligibility to obtain Sensitive
Compartmented Information Facility Clearance.If you thrive on
solving complex problems and building meaningful connections, we'd
love to hear from you. Join our team and make an impact
today!Physical and Mental Qualifications:
- Maintain focus and awareness throughout scheduled working
hours.
- Perform tasks requiring prolonged periods of sitting or
standing at a desk, utilizing a computer, mouse, and keyboard.
- Lift and move objects weighing up to 15 pounds as needed.
- Exhibit excellent verbal and written communication skills, with
a strong command of the English language.
- Demonstrate the ability to work independently while also
collaborating effectively as part of a team.
- Quickly learn and retain routine tasks and processes.
- Possess strong organizational skills, attention to detail,
business correspondence proficiency, and self-management
capabilities.
- Perform the essential functions of the role satisfactorily;
reasonable accommodation will be provided for employees with
disabilities upon request.
- Accept and adapt to additional responsibilities or changes to
assigned duties as determined by DirectViz Solutions
(DVS).DirectViz Solutions, LLC (DVS) is an equal opportunity
employer who prohibits discrimination and harassment against any
employee or applicant for employment based on race, sex (including
pregnancy), age, gender identity, creed, religion, national origin,
sexual orientation, marital status, genetic information,
disability, political affiliation, protected veteran status, or any
other status protected by federal, state or local law.DVS has a
zero-tolerance policy for harassment, threats, coercion,
discrimination, and intimidation. Employees may file a complaint or
exercise any right protected by Executive Order 11246, Section 503
of the Rehabilitation Act of 1973, as amended, Section 4212 of the
Vietnam Era Veterans Readjustment Assistance Act of 1974, or the
Veterans Employment Opportunities Act of 1998.
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Keywords: DirectViz Solutions, LLC, Washington DC , Help Desk Manager (TS/SCI), Executive , Washington, DC
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