Deskside Administrator Deputy Manager

Now Hiring at AMERICAN SYSTEMS

Epsilon, Inc. has joined AMERICAN SYSTEMS! As one organization, we offer expanded resources, streamlined operations, and increased opportunities for growth and development.

Join us to be part of a dynamic, collaborative environment dedicated to innovation and customer success.

Responsibilities

An Average Day:
As the Deskside Administrator Deputy Manager, you will serve as second-in-command for deskside support operations across multiple classified government networks, providing critical leadership backup, shift coverage, and workload distribution for a high-performing technical support team. You will combine your hands-on technical expertise with team leadership, to manage direct reports while serving as primary technical escalation point when the Deskside Administrator Manager is unavailable. You will also support the Deskside Administrator Manager in maintaining operational excellence, ensuring SLA compliance, and delivering superior end-user support across multiple security levels and sites.

• Serve as acting Deskside Administrator Manager during absences, maintaining continuity of operations and decision-making authority for day-to-day operational issues
• Lead assigned shift operations, coordinating technician activities, prioritizing incidents, and ensuring timely response across all network environments
• Manage subset of deskside technicians as direct reports, conducting performance reviews, coaching, and addressing performance issues in coordination with Manager
• Coordinate urgent support issues as primary technical escalation resource, providing advanced troubleshooting for complex hardware, software, and network problems
• Oversee imaging and deployment of devices across multiple classified networks, ensuring proper configuration, security compliance, and operational readiness
• Monitor real-time team performance metrics, SLA compliance, and incident response times, taking corrective action when targets are at risk
• Lead continuous improvement initiatives by identifying recurring issues, analyzing root causes, and implementing proactive solutions to minimize future incidents
• Develop and maintain deskside support documentation including knowledge base articles, troubleshooting guides, and operational procedures
• Ensure strict adherence to security protocols across all classified network environments during all support activities

Qualifications

• As a requirement of this position, all candidates must be a U.S. Citizen. In accordance with 8 U.S.C. 1324b(a)(2)(C) , we will not consider candidates for this position who do not meet the aforementioned conditions.
• Must have an active Secret clearance with the ability to obtain a Top Secret with SCI eligibility or have an active Top Secret with SCI eligibility.
• Will be subject to a federal background investigation.
• 3-5 years of progressive IT desktop/deskside support experience with demonstrated technical proficiency
• 1-2 years in team lead, supervisor, or senior technical role with mentoring responsibilities
• Must hold a current 8570/8140 IAT Level II Certification (CCNA Security, CySA+, GICSP, GSEC, Security+ CE, CND, SSCP)
• Expertise in imaging, configuring, and deploying desktops and laptops.
• Proficiency in deskside support, with strong knowledge of operating systems, applications (Microsoft Office, collaboration tools), and networking concepts (TCP/IP, VPNs).
• Excellent problem-solving skills with the ability to work under pressure and manage multiple priorities.
• Strong verbal and written communication skills, with a focus on delivering high-quality customer service.
• Familiarity with IT service management tools and best practices (e.g., ITIL).
• Strong organizational skills with the ability to prioritize tasks and ensure timely resolution of technical issues.

Pay Transparency Statement

AMERICAN SYSTEMS is committed to pay transparency for our applicants and employee-owners. The salary range for this position is USD $110,000.00/Yr. - USD $135,000.00/Yr. Actual compensation will be determined based on several factors permitted by law. AMERICAN SYSTEMS provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance.

EEO Statement

EEO Race/Sex/Disability Status/Veteran Status