Helpdesk Manager

Overview

CNHV delivers strategic services & solutions to our clients. Our diverse business lines, workforce, and projects have extended across all 50 states, 4 U.S. Territories, & 19 foreign countries, bringing added value to our customers to deliver services on-time and on-budget. CNHV is dedicated to building mutually beneficial partnerships and relationships with our customers. CNHV will mobilize the right people, skills and technologies to help our clients achieve their goals by doing the right thing, the right way, the first time.

Responsibilities

• Manage and lead a team of IT helpdesk technicians, providing guidance, coaching, and support to ensure high performance and productivity.
• Develop and implement onboarding and offboarding processes, ensuring smooth transitions for new hires and departures, including provisioning and deprovisioning of accounts, hardware, and software.
• Oversee access management processes, including user account creation, permissions management, and access reviews, to ensure compliance with security policies and regulatory requirements.
• Monitor network services and infrastructure, proactively identifying and resolving issues to minimize downtime and optimize performance.
• Implement and maintain an asset management system, ensuring accurate tracking and inventory of IT assets, including hardware, software licenses, and peripherals.
• Prioritize and assign helpdesk tickets, ensuring timely resolution of technical issues and adherence to service-level agreements (SLAs).
• Monitor helpdesk performance metrics, analyze trends, and implement strategies for continuous improvement.
• Act as a point of escalation for complex technical issues, providing hands-on support and guidance to resolve critical incidents.
• Collaborate with other IT teams and departments to facilitate cross-functional projects and initiatives.
• Identify training needs and opportunities for skill development within the helpdesk team, organizing training sessions and workshops as needed.
• Stay informed about industry best practices, emerging technologies, and trends in IT support to ensure the helpdesk remains up-to-date and efficient.
• Other duties as assigned.

Qualifications

• Bachelor’s Degree – Information or Computer Systems a plus
• Minimum of 10 years of experience in managing IT service desks and helpdesks supporting thousands of users
• Experience handling multiple projects at once
• Experience taking over management of projects at different levels of completion
• Relevant certifications such as DoD Directive 8570 compliance or equivalent industry-recognized credentials
• Must be a U.S. Citizen and possess a TS/SCI security clearance.
• Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.

Preferred Qualifications

• Networking Certifications a plus
• Certified Information Security Manager (CISM) a plus
• Project Management Professional preferred
• Good working skills in Remedy trouble ticketing and asset management system.
• Previous working experience at DoS is desirable, but not required

Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.

Affirmative Action/EEO Statement: Cayuse embraces diversity and equal opportunity in a serious way. We celebrate diversity and are committed to creating and building a team that represents a variety of backgrounds, perspectives, and skills. Cayuse, and all of its subsidiaries, are proud to be an equal opportunity workplace and are an affirmative action employer.

Pay Range

Salary : $114,000 - $118,000