Help Desk Manager

Help Desk Manager

Centuria Corporation is seeking an experienced, detail oriented, driven Help Desk Manager to support activities for DEVCOM-AC. This manager will provide oversight to a help desk team responsible for supporting laptop/desktop/portable Electronic Devices (PED) OS installation, configuration, and security, patching the OS, installing, configuring, removing software, configuring user network accounts and email, troubleshooting, and implementing repair solutions for PC, printer, PEDs, and network problems, and managing local area network and virtual private network connections.

Job Responsibilities include:

• Understanding of ticketing protocol, metric tracking, monitoring of employee progress, and general reporting to government leadership on progress help desk team
• General understanding of GFEBS and LMP systems
• Ability to effectively manage a team of employees supporting government customers across a wide range of IT areas
• Support and compliance with established IT procedures (team and client usage)
• Understanding of workstations, peripherals, communications devices, and operating system/application software and the proper configuration for network operation and availability for end users
• Ability to document and track progress of tickets and issues within a government approved system
• Overall understanding of staff management, conflict resolution, team construction, and escalation thresholds with corporate and government leadership

Job/Skill Requirements include:

• High attention to detail and accuracy.
• Self-starter, with motivation and eagerness for continued improvement.
• Ability to multi-task and adapt to changing situations.
• Effective verbal and written communication skills.
• Strong problem solving and analysis skills.
• Positive, customer-service focus with the ability to actively listen, elicit information, comprehend customer issues/needs, and recommend solutions.
• Ability to work independently as well as collaboratively, follow-through on projects from conception to completion, and complete work accurately and timely with minimal supervision.

Education Requirements:

College education preferred

Years of Experience Requirement:

5+ years of experience within government contracting performing basic and intermediate design functions.