Help Desk Manager, Sr. (Fort Belvoir, VA) (3716)

SMX is actively seeking a Senior Help Desk Manager for a full-time, on-site position at Ft. Belvoir. The Senior Help Desk Supervisor will be responsible for the day-to-day operations of the organization's help desk. This role involves overseeing the delivery of IT help desk services, managing IT help desk support, ensuring platform reliability and security, and collaborating with other IT leaders to support integration efforts and align operational strategies with organizational goals.

Essential Duties & Responsibilities

• Lead Help Desk operations and personnel
• Perform duties as a Help Desk technician as required
• Promote professional growth within the Help Desk personnel
• Ensure the Help Desk always has 2 personnel x 24/7 coverage
• Ensure there is overlap of at least 30-minutes between shifts
• Ensure proper handoff takes place between outgoing and incoming shift
• Ensure Help Desk personnel follow the organization’s processes and procedures for interacting with customers, managing their work with an IT service management (SM) ticketing system, and ensuring all actions and approvals are auditable and traceable
• Update Help Desk Standard Operations Procedures (SOPs); Tactics, Techniques, and Procedures (TTPs); Workflows; and user Frequently Asked Questions (FAQs)
• Provide customer onboarding/offboarding tracking and provisioning/permission assignments
• Provide account management support
• Process all IT SM tickets to completion
• Provide 24/7 Tier 1 support for all environments and networks supporting end users
• Route tickets to the appropriate sustainment teams for Tier 2 / 3 support
• Perform data-driven analysis of IT SM tickets (e.g. mean time to resolution analysis) and produce and provide weekly help desk ticket and personnel metrics to the project manager
• Assist Cyber Operations with continuous monitoring activities
• Participate in training, testing, and exercises related to incident response and contingency planning

Required Skills, Experience & Education

• Active TS security clearance and eligible for SCI and NATO read-on prior to starting work.
• Meet the DoD requirements for a privileged user on a TS/SCI information system prior to starting work; DoD 8140 / 8570.01-m requirements: IAT II/IAM I
• Bachelor’s degree in an area related to the labor category with at least 10 years’ experience in providing Tier 1 support of a TS/SCI system.
• Excellent written and verbal communication skills with the ability to explain complex technical information clearly and concisely.
• Proficiency in using documentation tools and software such as Microsoft Office Suite, Adobe Acrobat, and content management systems (CMS) like Confluence or SharePoint.

Desired Skills, Experience

Desired Skills:

• Experience working in a DoD or similar government environment.
• Experience implementing ServiceNow
• Experience with, cybersecurity/information assurance and Risk Management Framework (RMF)

Desired Experience:

• Attention to detail and strong organizational skills
• Ability to work independently and in a team environment
• Excellent time management and the ability to manage multiple priorities

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