What are the responsibilities and job description for the Help Desk Manager, Sr. (Fort Belvoir, VA) (3716) position at SMX?
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
Desired Skills, Experience
Desired Skills :
Desired Experience :
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At SMX®, we are a team of technical and domain experts dedicated to enabling your mission. From priority national security initiatives for the DoD to highly assured and compliant solutions for healthcare, we understand that digital transformation is key to your future success.
We share your vision for the future and strive to accelerate your impact on the world. We bring both cutting edge technology and an expansive view of what's possible to every engagement. Our delivery model and unique approaches harness our deep technical and domain knowledge, providing forward-looking insights and practical solutions to power secure mission acceleration.
SMX is committed to hiring and retaining a diverse workforce. All qualified candidates will receive consideration for employment without regard to disability status, protected veteran status, race, color, age, religion, national origin, citizenship, marital status, sex, sexual orientation, gender identity or expression, pregnancy or genetic information. SMX is an Equal Opportunity / Affirmative Action employer including disability and veterans.
Selected applicant will be subject to a background investigation.
