Help Desk Manager (TS / SCI)

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 request. 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 request. 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.

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.

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.

Monday - Friday, 7 : 00 am - 5 : 00 pm; except Federal Holidays and when the building is close.

Required Qualifications :

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 :

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.