Help Desk Manager

Client Solution Architects (CSA) is currently seeking a Help Desk Manager to support a program onsite* in the Washington DC area.

For nearly 50 years, CSA has delivered integrated technology and operational support services to meet the defense and federal sector's most complex enterprise needs. Working from operations centers and shipyards to training sites and program offices, CSA deploys experienced teams, innovative tools and proven processes to advance federal missions.  

*Onsite/Hybrid/Remote work schedules subject to change based on contract requirements.

This position is contingent upon award.

How Role will make an impact:

• Help Desk Leadership & Operations: Manage onsite IT Help Desk operations serving 21 directorates within the Navy Secretariat. Oversee cross-trained IT personnel and stagger staff schedules to ensure continuous daily coverage from 6:00 AM to 6:00 PM ET, Monday through Friday.
• Incident Management & SLAs: Direct the triage, tracking, and resolution of approximately 450 monthly service requests and incidents using the DUSN (M) IT Ticket system. Enforce strict Service Level Agreements (SLAs), ensuring standard tickets are resolved within 4 hours and VIP tickets within 1 hour.
• VIP Support Delivery: Maintain a current and accurate list of approximately 150 designated Very Important Persons (VIPs). Provide immediate, exceptional, and highly prioritized onsite support for high-ranking officials and executives.
• Customer Satisfaction & Reporting: Conduct quarterly customer satisfaction surveys to evaluate help desk effectiveness. Compile performance metrics, training feedback, and survey results into Quarterly Status Reports (QSR) and Monthly Status Reports (MSR) for senior management review.
• Enterprise Coordination & ACTR Oversight: Serve as the Assistant Customer Technical Representative (ACTR) to manage Next Generation Enterprise Network (NGEN/NGEN-R) services. Interface directly with NMCI, Navy Enterprise Service Desk (NESD), DISA Joint Service Provider (JSP), and vendor support entities to escalate issues and resolve complex technical problems.
• Desktop & Asset Management: Oversee comprehensive desktop support for hardware and peripherals. Manage an accurate inventory of non-NMCI assets, coordinate warranty services, execute technology refresh plans, and process software licensing requests.
• Wireless Support Management: Direct technical support and inventory management for over 1,500 wireless devices. Develop processes to track billing and produce a Monthly Wireless Invoice Exception Recommendations Report detailing usage anomalies and charges.
• Conference Room Operations: Manage operational, scheduling, and technical support for 12 conference rooms. Oversee audio-visual and video teleconferencing (VTC) systems, support high-visibility meetings, and draft Business Case Analyses (BCAs) to recommend capability upgrades.
• Training & Onboarding: Facilitate informal and ad hoc functional training sessions for new employees on software, applications, and IT systems. Ensure all training attendance and effectiveness metrics are documented.
• Resource & Budget Analysis: Monitor ongoing NGEN/NGEN-R resources to ensure IT operational requirements meet budget thresholds. Advise customers on available enterprise IT services and justify optional services based on emergent operational needs.

What you’ll need to have to join our award-winning team:

• Clearance: Must possess and maintain an active Secret Clearance
• 5 years of experience in IT support 
• ITIL v4 Certification

Physical Requirements:  

While performing the duties of this job, the employee is regularly required to:

• Sit for extended periods of time and work at a computer workstation
• Use hands and fingers to operate keyboards, mice, and other input devices
• Communicate effectively, both verbally and in writing
• Specific vision abilities required may include close vision, distance vision, depth perception, and the ability to adjust
• Stand, walk, bend, or reach; Access equipment located in data centers, offices, or under desks
• Lift and/or move equipment weighing up to 25 pounds

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, in accordance with the Americans with Disabilities Act (ADA).