Help Desk Manager

H2 Performance Consulting (H2) is seeking a Helpdesk Manager to join our Army project supporting 2000+ users with Desk/Desktop related issues for the White Sands Missile Range in White Sands, NM. This work will be performed on-client site and does require an active Secret clearance and at minimum a CompTIA A+ certification.

The Help Desk Manager responsibilities will include:

• Manage team of Help Desk Support Technicians to include staffing, training, performance evaluation, and tasking
• Act as a liaison between Contract and Government.
• Prioritize and schedule technicians and resources to complete service desk functions.
• Work with team members to identify issue trends and suggest long-term strategies to help mitigate incoming issues; identifying and providing input on unique or recurring customer problems.
• Perform appropriate diagnostics when subordinate Technicians need assistance.
• Provide Level 1 and Level 2 Help Desk/Desktop and basic troubleshooting support for desktop issues, application software and/or hardware, user account security, communications, system policy guidance, tablets, laptops, software, printers, document scanners, handheld devices, network service outages/disruptions and enterprise server outages/disruptions.
• Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other information system-related technologies.
• Utilize ticketing system to document symptoms and status information as well as assign an applicable priority.
• Maintain history records and related problem documentation.
• Utilize remote user administration to assist customers and provide troubleshooting support.
• Advise and educate customers, within procedural guidelines, to ensure a complete solution to their technical or service questions.
• Consult with programmers to explain software errors or to recommend changes to programs.
• Contact software and hardware vendors to request service regarding defective products.
• Install or assist service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user’s premises.
• Perform approved software installations.
• Perform system images and development of the baseline images for Workstations.
• Perform hardware setups, moves and pickups.
• Perform workstation updates and patching to ensure compliance standards are met.
• Provide VIP support as needed.
• Follow up cases and requests to completion.

Do you have experience in Workforce management?, Do you have a Bachelor’s degree?, * Bachelor’s Degree in Computer Information Systems or Computer Science preferred; relevant and equivalent experience may be substituted for a degree requirement.

• 1-2 years’ experience leading a Help Desk or managing a Help Desk Team
• 2-4 years’ experience in administering Windows desktops and operating systems.
• Microsoft and A+ certification required; Security+ preferred.
• Active Secret clearance required at time of start on contract. Must possess SECRET clearance for access to classified areas. Applicant will be subject to a government security investigation and must maintain program security clearance eligibility requirements
• Information Technology Infrastructure Library (ITIL) foundation certification preferred.
• Experience in an end user-based environment.
• Proficient in Microsoft Outlook experience required.
• Good understanding of COTS software/hardware, including Microsoft Office and network products.
• Working knowledge of SharePoint preferred.
• Excellent communication skills.
• Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly.
• Ability to schedule, train, and motivate subordinates.
• Self-motivated and ability to work on own initiative in a high-pressure environment.
• Must be a United States citizen.
• Must be 18 years of age or older.
• Must be able to obtain and retain a valid Driver’s License, in order to drive company vehicles.