Help Desk Manager
ClearanceJobs, Washington, District of Columbia, United States
Help Desk Manager
We are seeking a Help Desk Manager to join our team! Required qualifications include:
Experience:
Minimum of ten (10) years of experience in the NMCI NGEN technical arena.
Proven experience in managing a help desk operation with a significant customer base (approximately 800 customers).
In-depth knowledge of all aspects of the NGEN/NMCI program.
Familiarity with the hardware and software utilized within the NMCI framework.
Excellent verbal and written communication skills, with the ability to convey complex technical information to diverse audiences.
Strong interpersonal skills to effectively coordinate with various stakeholders and leadership.
Demonstrated ability to evaluate technical problems and provide actionable recommendations.
Strong analytical skills to monitor and address recurring technical issues.
Proven leadership abilities in managing teams and driving performance in a help desk environment.
Experience in training and mentoring staff to enhance service delivery.
Certifications:
Active IAT II Certification
Clearance:
Active Secret security clearance
US Citizen
Additional Requirements:
Must be able to obtain and maintain any necessary security clearances.
Willingness to travel as required for meetings and training sessions
Responsibilities:
Maintain a comprehensive understanding of the NGEN/NMCI Contract DZ002 and Task Order FZ016, including Service Level Requirements and the Requirement to Award Process Tool (RAPT). - Ensure compliance with contract specifications and Service Level Agreements (SLA).
Oversee and facilitate NGEN/NMCI transitions, including planning schedules, rollouts, and architecture requirements.
Implement unique technical requirements associated with NGEN/NMCI initiatives. - Coordinate and resolve NGEN/NMCI issues among CNIC HQ personnel and leadership.
Act as a liaison between various stakeholders, including Leidos, NCTAMS LANT, PEO Digital, and Enterprise Services.
Develop and disseminate training materials and information to all levels of the chain of command.
Regularly communicate through Beltway Weekly updates, regional meetings, and weekly meetings with customer support managers.
Monitor recurring and claimant-specific technical problems related to the Navy's NGEN/NMCI efforts.
Evaluate technical issues and provide relevant data and recommendations to the Leidos PM NMCI NGEN program office, NCTAMS LANT Customer Relation Management (CRM) team, and CNIC leadership.
Manage a help desk operation supporting approximately 800 customers, ensuring high levels of customer satisfaction and timely resolution of issues.
Supervise help desk staff and provide guidance and support as needed.
Work environment characteristics are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Location: Naval District Washington, Washington, DC
Type of environment: Office
Noise level: Low
Work schedule: Schedule is 0730 - 1730 Monday - Friday. May be requested to work evenings and weekends to meet program and contract needs.
Amount of Travel: Contractor maybe required to travel within CONUS
Target salary range: $115,000 - $150,000. The salary range displayed is an estimate and will be determined based on several factors, including the individual's combination of education, knowledge, skills, competencies, and experience, as well as contract parameters and organizational requirements. The listed salary represents one component of the total compensation package for employees.
Work authorization/security clearance: U.S. Citizen Active Secret security clearance
Physical demands 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.
Other information: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
We are seeking a Help Desk Manager to join our team! Required qualifications include:
Experience:
Minimum of ten (10) years of experience in the NMCI NGEN technical arena.
Proven experience in managing a help desk operation with a significant customer base (approximately 800 customers).
In-depth knowledge of all aspects of the NGEN/NMCI program.
Familiarity with the hardware and software utilized within the NMCI framework.
Excellent verbal and written communication skills, with the ability to convey complex technical information to diverse audiences.
Strong interpersonal skills to effectively coordinate with various stakeholders and leadership.
Demonstrated ability to evaluate technical problems and provide actionable recommendations.
Strong analytical skills to monitor and address recurring technical issues.
Proven leadership abilities in managing teams and driving performance in a help desk environment.
Experience in training and mentoring staff to enhance service delivery.
Certifications:
Active IAT II Certification
Clearance:
Active Secret security clearance
US Citizen
Additional Requirements:
Must be able to obtain and maintain any necessary security clearances.
Willingness to travel as required for meetings and training sessions
Responsibilities:
Maintain a comprehensive understanding of the NGEN/NMCI Contract DZ002 and Task Order FZ016, including Service Level Requirements and the Requirement to Award Process Tool (RAPT). - Ensure compliance with contract specifications and Service Level Agreements (SLA).
Oversee and facilitate NGEN/NMCI transitions, including planning schedules, rollouts, and architecture requirements.
Implement unique technical requirements associated with NGEN/NMCI initiatives. - Coordinate and resolve NGEN/NMCI issues among CNIC HQ personnel and leadership.
Act as a liaison between various stakeholders, including Leidos, NCTAMS LANT, PEO Digital, and Enterprise Services.
Develop and disseminate training materials and information to all levels of the chain of command.
Regularly communicate through Beltway Weekly updates, regional meetings, and weekly meetings with customer support managers.
Monitor recurring and claimant-specific technical problems related to the Navy's NGEN/NMCI efforts.
Evaluate technical issues and provide relevant data and recommendations to the Leidos PM NMCI NGEN program office, NCTAMS LANT Customer Relation Management (CRM) team, and CNIC leadership.
Manage a help desk operation supporting approximately 800 customers, ensuring high levels of customer satisfaction and timely resolution of issues.
Supervise help desk staff and provide guidance and support as needed.
Work environment characteristics are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Location: Naval District Washington, Washington, DC
Type of environment: Office
Noise level: Low
Work schedule: Schedule is 0730 - 1730 Monday - Friday. May be requested to work evenings and weekends to meet program and contract needs.
Amount of Travel: Contractor maybe required to travel within CONUS
Target salary range: $115,000 - $150,000. The salary range displayed is an estimate and will be determined based on several factors, including the individual's combination of education, knowledge, skills, competencies, and experience, as well as contract parameters and organizational requirements. The listed salary represents one component of the total compensation package for employees.
Work authorization/security clearance: U.S. Citizen Active Secret security clearance
Physical demands 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.
Other information: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.