Help Desk Manager w/Top Secret Clearance

We are seeking a Help Desk Manager to join our team at DON Office of Administration National Capital Region(NCR)to manage DON OA Customer Service Branch providing help desk, desktop, and VIP IT support for over 4,000 users and ~450 tickets/month., * Manage daily operations of the DON OA Customer Service Branch (CSB) providing help desk and desktop support services.

• Oversee intake, triage, assignment, tracking, and resolution of approximately 450 service tickets per month .
• Ensure compliance with performance metrics, including 4-hour resolution for standard tickets and 1-hour resolution for VIP tickets .
• Direct and coordinate VIP IT support for approximately 150 senior officials, ensuring immediate and exceptional service.
• Supervise and schedule help desk staff to maintain continuous coverage from 6:00 AM to 6:00 PM ET , Monday through Friday.
• Ensure all incidents and requests are properly documented and tracked in the DON OA IT Ticket system.
• Monitor help desk performance metrics, prepare reports, and support Monthly and Quarterly Status Reporting.
• Conduct and analyze customer satisfaction surveys , implementing continuous service improvement actions to maintain =95% satisfaction.
• Coordinate with NMCI, NESD, DISA JSP, and other external support organizations as required.

• 5+ years IT support experience
• Demonstrated experience supporting government agencies, customers, or contracts within federal environments. This includes the Intelligence Community (IC), Department of Defense (DoD), Federal Civil agencies, and military organizations. Prior experience supporting the same or similar contract, with an in-depth understanding of the customer environment, requirements, and operational landscape, is highly desirable.

Certifications

• ITIL v4 certification
• Preferred DOD 8570 IAT Level II i.e. Security Clearance
• Top Secret Clearance, * IT service management
• Customer satisfaction optimization
• KPI tracking and reporting
• VIP and executive-level support, The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.