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 on-site in Washington DC. This position requires an active Top Secret SCI clearance.

Overview:

This role is essential to ensuring the secure, efficient operation of the Department's national security systems. The ideal candidate will bring a combination of leadership, technical expertise, and security credentials to manage a helpdesk team serving a classified IT environment.
Responsibilities:

• Provide oversight and direction for the helpdesk team supporting national security systems.
• Manage day-to-day helpdesk operations, including tracking service requests, prioritizing incidents, and ensuring timely resolution.
• Support the operation and maintenance of classified network and server infrastructure.
• Coordinate with system and network administrators to resolve complex technical issues.
• Ensure compliance with cybersecurity policies, including RMF activities and client policies.
• Respond to and manage security incidents in coordination with information security personnel.
• Maintain detailed documentation of helpdesk procedures, incidents, and solutions.
• Serve as the primary point of contact for end-user technical support on national security systems.

Qualifications:

• Security Clearance: Active Top Secret clearance with eligibility for Sensitive Compartmented Information (SCI).
• Minimum six (6) years of relevant IT/helpdesk experience OR Minimum Associate's Degree (AS/AA or equivalent) with at least four (4) years of related experience

Required Certifications:

• DoD 8570.01-M Level II-compliant certification, such as:
  • CompTIA Security+ CE
  • Cybersecurity Analyst (CySA+)
  • Cisco Certified Network Associate (CCNA)
  • Global Industrial Cyber Security Professional (GICSP)
  • GIAC Security Essentials (GSEC)

Preferred Skills:

• Strong leadership and team management abilities
• Excellent communication and problem-solving skills
• Working knowledge of RMF and other federal security standards
• Experience supporting users in a classified environment

Physical and Mental Qualifications:

• Maintain focus and awareness throughout scheduled working hours.
• Perform tasks requiring prolonged periods of sitting or standing at a desk, utilizing a computer, mouse, and keyboard.
• Lift and move objects weighing up to 15 pounds as needed.
• Exhibit excellent verbal and written communication skills, with a strong command of the English language.
• Demonstrate the ability to work independently while also collaborating effectively as part of a team.
• Quickly learn and retain routine tasks and processes.
• Possess strong organizational skills, attention to detail, business correspondence proficiency, and self-management capabilities.
• Perform the essential functions of the role satisfactorily; reasonable accommodation will be provided for employees with disabilities upon request.
• Accept and adapt to additional responsibilities or changes to assigned duties as determined by DirectViz Solutions (DVS).
• 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.