May 3
Secret
Mid Level Career (5+ yrs experience)
$100,000 - $125,000
Occasional travel
IT - Security
Arlington, VA (On/Off-Site)
Help Desk Manager
Location: Arlington, VA (primary); remote oversight required
Clearance: Active Secret Clearance
Position Overview:
The Help Desk Manager leads daily Help Desk operations, ensuring prompt and effective Tier 1 and Tier 2 support for all FLO users under strict SLA compliance.
Responsibilities:
Manage 24/7 Help Desk operations and personnel
Ensure 30-minute response times for user inquiries
Oversee incident, event, problem, request fulfillment, and access management activities
Report on Help Desk performance metrics aligned to the Quality Assurance Surveillance Plan (QASP)
Develop SOPs aligned with ITIL® best practices
Qualifications:
ITIL Foundation Certification strongly preferred
Minimum 5 years’ experience leading Help Desk teams in a DoD environment
Bachelor’s degree or equivalent experience
Location: Arlington, VA (primary); remote oversight required
Clearance: Active Secret Clearance
Position Overview:
The Help Desk Manager leads daily Help Desk operations, ensuring prompt and effective Tier 1 and Tier 2 support for all FLO users under strict SLA compliance.
Responsibilities:
Manage 24/7 Help Desk operations and personnel
Ensure 30-minute response times for user inquiries
Oversee incident, event, problem, request fulfillment, and access management activities
Report on Help Desk performance metrics aligned to the Quality Assurance Surveillance Plan (QASP)
Develop SOPs aligned with ITIL® best practices
Qualifications:
ITIL Foundation Certification strongly preferred
Minimum 5 years’ experience leading Help Desk teams in a DoD environment
Bachelor’s degree or equivalent experience
group id: 91164284
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