Help Desk/End User Support Manager

Overview
We are seeking a dedicated and knowledgeable Technical Support Specialist to join our dynamic team. In this role, you will be responsible for providing exceptional technical assistance and support to our users, ensuring that their IT infrastructure operates smoothly. You will troubleshoot issues related to hardware, software, and network systems while maintaining a high level of customer satisfaction. The ideal candidate will have a strong understanding of various operatiHelp Desk/End User Support Manager

The Help Desk/End User Manager has oversite of all operations for delivery and performance of

Contractor services related to Deskside Support (Tier 2). This role involves co-management of

Contractor Personnel delivering all aspects of Deskside Support (Tier 2) for normal users and

will appropriately segment the end user population and required Contractor IT deskside support

personnel for support. This role will seek guidance and direction from the Deputy Program

Manager, as necessary, regarding ITSM matters.

The role requires experience:

 Supervising and directing staff who are responsible for phone and in-person support to

users in the areas of email, directories, computer operating systems, desktop applications

for all types of computer systems, and applications

 Serving as the senior point of contact for all troubleshooting of hardware or software on

all types of computer operating systems and network infrastructures, computer

peripherals and/or mobile IT devices within the scope of this TO PWS

Description

 LCAT: IT Service Desk /Knowledge Base Manager IV

 Number of roles: Two (2)

 Minimum Education: Master’s Degree

 Commercial (Baseline) Certificates: IAT II: Please see TO PWS Section 3.0, Attachment

1 – GSP Labor Categories (LCAT) of GSP IDIQ PWS, Commercial Certificates for DoD

8570.01-M certificate requirement

 CE: Professional (expert preferred) level certificate for supported technology as approved

by the Government Task Manager, HDI Support Center Manager (HDI-SCM) or

equivalent (ITIL etc.)

 Experience in this Discipline: Eight (8) years of progressive experience demonstrating

the required proficiency

Functional Responsibility:

 Supervises and coordinates activities of IT Service Desk Specialists, Coordinators or

Technicians. Identifies, troubleshoots, or resolves information systems problems to

minimize down time of applications and personnel. Assist computer users with hardware

and software questions and problems. This position also fields telephone calls, e-mail

 Level IV performs more independent thinking, complex tasks with little to no

supervision, and may be required to supervise.

 Oversees all survey planning, design, sampling, and development, creating guidelines for

capture, managing, and use of information for knowledge base. This includes:

Pretest/pilot surveying; defining and refining the agenda

 Survey database administration

 Assessing reliability and validity of data

 Determining proper survey data collection methodology

 Oversees the production of reports and findingsng systems and networking concepts.

Responsibilities

• Provide first-level support for technical issues related to desktop environments, including Windows and Mac OS.
• Assist users with mobile devices and applications, ensuring seamless integration with existing systems.
• Troubleshoot and resolve issues related to Group Policy Objects (GPO) and user permissions.
• Conduct regular maintenance on IT infrastructure components to ensure optimal performance.
• Offer desktop support for hardware and software installations, configurations, and upgrades.
• Collaborate with network administration teams to diagnose and resolve network connectivity problems.
• Maintain documentation of support requests, resolutions, and system configurations.
• Educate users on best practices for utilizing technology effectively within the organization.

Experience

• Proficiency in Mac OS and Windows operating systems is essential.
• Familiarity with mobile devices and their integration into corporate environments is preferred.
• Understanding of Group Policy Objects (GPO) management and implementation.
• Experience in IT infrastructure management, including desktop support and network administration.
• Knowledge of computer networking principles, including TCP/IP protocols.
• Exposure to Linux operating systems is a plus but not required.
• Strong problem-solving skills with the ability to work independently or as part of a team.
• Excellent communication skills to effectively assist users with varying levels of technical expertise.

Join us in delivering outstanding technical support while advancing your career in a supportive environment!

Job Types: Full-time, Contract

Pay: $110,000.00 - $160,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Work Location: In person

Salary : $110,000 - $160,000