Help Desk Manager with Secret Clearance

Description

Founded in 1989, CALNET, Inc. has become one of the fastest growing privately held companies in the Technology, Intelligence Analysis, and Language Services consulting arena. Headquartered in Reston, VA, CALNET employees deliver true value to our customers by employing best practices, world-class technologies industry expertise in every project. CALNET is ISO 9001, ISO 20000, and CMMI-Level III certified

As a Prime Government Contractor for a major government institution, we are currently searching for a talented Help Desk Manager with Secret Clearance to workin Washington DC

Position Overview

The Help Desk Manager is responsible for the overall leadership, management, performance, and operational excellence of the ITIL-based Service Desk supporting the Government's Secure Data Network. This role ensures delivery of high-quality IT support services, achievement of Service Level Agreements (SLAs), compliance with the Quality Assurance Surveillance Plan (QASP), and adherence to Treasury security and operational standards.

The Help Desk Manager serves as the operational lead for Service Desk activities, ensuring incident, request, and problem management functions are executed effectively and efficiently while maintaining a customer-first service culture.

Key Responsibilities

1. Service Desk Operations Management

• Lead and manage daily Service Desk operations supporting IT incidents, service requests, and inquiries.
• Ensure onsite coverage during core hours (7:00 AM - 6:00 PM ET) and effective 24x7 operational support.
• Oversee staffing schedules and adjust shifts to meet changing ticket volumes and operational demands.
• Maintain escalation procedures for Priority 1, 2, and 3 incidents.
• Ensure on-call personnel meet 1-hour response and 2-hour onsite requirements for critical events.
• Facilitate daily stand-up meetings and ensure preparation and distribution of Daily Status Reports (DSR/SITREP).

2. SLA & Performance Management

• Ensure compliance with QASP performance metrics, including:
• 90% first-contact resolution
• 100% ticket logging accuracy
• 100% ticket closure within 1 hour of resolution
• Help Desk Answer Time (≤ 60 seconds, 90% compliance)
• Track weekly, monthly, and bi-annual Service Desk performance reports.
• Develop performance dashboards and trend analysis.
• Implement corrective action plans for SLA deviations.
• Drive continuous improvement initiatives to exceed Acceptable Quality Levels (AQLs).

3. Incident & Request Management

• Oversee logging and tracking of all incidents and service requests.
• Ensure proper categorization, prioritization, and documentation of tickets.
• Monitor escalation processes and ensure Service Desk remains engaged throughout ticket lifecycle.
• Ensure proper handling of:
• Active Directory account management
• Password resets
• Group policy modifications
• Citrix troubleshooting
• Remote assistance support
• Asset tracking entries

4. Customer Experience & Quality Assurance

• Implement and manage customer satisfaction survey processes.
• Analyze complaint trends and ensure same-day escalation of customer complaints.
• Promote professional conduct and high customer service standards.
• Ensure 100% documentation accuracy and lifecycle ticket updates.
• Coordinate development and annual update of Standard Operating Procedures (SOPs).

5. Security & Compliance

• Ensure Service Desk operations comply with:
• FISMA
• NIST SP 800-53
• DoD and CNSS directives
• Ensure all personnel maintain required security clearances and training.
• Coordinate with ISSO and Security teams for incident response and vulnerability reporting.
• Support DR/COOP exercises and maintain operational readiness.

6. Reporting & Deliverables

• Prepare and submit:
• Daily Status Reports (by 8:00 AM ET)
• Weekly Service Desk Reports
• Monthly Service Desk Reports
• Bi-annual performance reports
• Support Monthly Project Management Reviews (PMRs).
• Provide ad hoc reporting to COR and Government leadership.
• Ensure deliverables meet accuracy, timeliness, and completeness standards.

7. Team Leadership & Workforce Development

• Lead a team of junior, mid-level, and senior Service Desk technicians.
• Provide coaching, mentoring, and performance management.
• Identify training needs and ensure ITIL-aligned service delivery.
• Maintain low turnover and high morale.
• Replace underperforming staff as required.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• Minimum 7-10 years of IT support experience.
• Minimum 3-5 years in a Service Desk leadership role.
• Experience managing ITIL-based Service Desk environments.
• Experience supporting enterprise IT infrastructure in federal or national security environments.
• Active Secret clearance (Tier 3 investigation).
• Strong knowledge of:
• Windows 10/11
• Active Directory
• Citrix environments
• LAN networking
• ITSM platforms (ServiceNow or similar)

Desired Certifications

• ITIL v4 Foundation (or higher)
• CompTIA Security+
• HDI Support Center Manager

This opportunity is in Washington DC

CALNET, Inc. offers a competitive salary and a generous benefits package. This package includes medical, dental, vision, life, short- and long-term disability insurances, a 401(k)-retirement savings plan, and generous leave time.

CALNET, Inc. is an Equal Opportunity Employer. EEO/M/F/D/V