Help Desk Manager

DescriptionConcept Solutions is seeking a Help Desk Manager to drive customer satisfaction by leading a high-performing help desk team supporting the Combined DNA Index System (CODIS) in Quantico, VA.This position is contingent upon contract award.Location : Quantico, VA (Hybrid)Responsibilities :

• The CODIS Help Desk provides CODIS software application support to the worldwide CODIS Community. The Help Desk is available to provide CODIS-related technical advice and troubleshooting to supported configurations. The CODIS Help Desk is also responsible for helping laboratories with general IT issues that may affect CODIS.
• Lead the CODIS Help Desk to support the CODIS program management and all users (domestic and international) of the CODIS and related software (to include website, LMS, survey tool, and CRE). The CODIS Help Desk will support all deployed and subsequent CODIS versions that may be released during the life cycle of this contract.
• The required service level of the Help Desk is to support a current user base of approximately 3,000 users which can be expected to grow by at least 10% during a specific period-of-performance (PoP) (typically 12-months).
• Manage a team of Help Desk Analysts to ensure the effective handling of Help Desk Tickets
• Develop a Help Desk Training Plan to include all aspects of CODIS, appropriate networking and active directory topics, and other topics important to supporting the CODIS community.
• Support for up to four (4) major versions of each CODIS software application (CODIS, SAPS, and CRE)
• Manage a team of Help Desk Analysts who provide Help Desk services covering 7 : 00 am Eastern Standard Time (EST) through 8 : 00 pm EST.Requirements
• A minimum of five (5) years' experience as a help desk manager in program of similar scope, type, and complexity.
• Documented troubleshooting skills and experience on software.
• Exceptional communication skills.
• Minimum of three (3) years of working experience with the latest version of Microsoft Office Suite (Word, Excel, and PowerPoint) and SharePoint (User).
• One (1) year experience with and knowledge of CODIS is Preferred.
• Top Secret level security ClearanceCompany Profile : Founded in 1999 and headquartered in Reston, Virginia, Concept Solutions, LLC (CS) is a leading small business in technology, engineering, and management consulting. We are the innovative and agile force behind strategic solutions that enhance organizational efficiency and safeguard our nation across Aerospace, Defense, and National Security sectors.For over 25 years, CS has been a trusted partner for the Federal Aviation Administration (FAA), Department of Homeland Security (DHS), Department of Justice (DOJ), Department of Defense (DoD) and other federal agencies delivering vital IT, security, and project management services.Our commitment to excellence is reflected in our adherence to CMMI-DEV ML3, ISO 9001 : 2015, ISO / IEC 20000-1 : 2018, and ISO / IEC 27001-1 : 2013 standards. CS boasts company highlights that include :
• Over two decades of experience across over $300 million in contract awards supporting critical FAA programs
• Multiple contract vehicles providing opportunities across FAA, DoD, NOAA, and other Federal agencies
• Innovation Council - CS maintains an active Internal Research and Development (IR&D) program that is geared towards identifying emerging technologies and pursuing technological innovationsAt CS, we know our success stems from our talented team. That's why we prioritize the wellbeing and growth of our employees, fostering a positive culture centered on innovation, engagement, and career development.Benefits : Concept Solutions offers a competitive benefits and salary package you would receive from a large company. We offer health, dental, vision and life insurance, as well as a comprehensive 401(k) plan with matching and immediate vesting.Concept Solutions is an Equal Opportunity Employer, and we value workplace diversity. We invite resumes from all interested parties and consider applicants for all positions without regard to race, color, religion, sex, national origin, age, marital status, sexual preference, personal appearance, family responsibility, the presence of a non-job-related medical condition or physical disability, matriculation, political affiliation, veteran status, or any other legally protected status. Concept Solutions is a VEVRAA federal contractor, and we request priority referral of veterans for available positions.