Senior Help Desk Manager

Responsibilities

• Lead and manage Tier I–III Help Desk operations supporting SIPR, NIPR, and CENTRIX networks.
• Supervise Help Desk staff to ensure timely incident resolution and adherence to established Service Level Agreements (SLAs).
• Manage and track service tickets using Altiris Help Desk and Remedy systems.
• Oversee incident response, escalation procedures, and shift coverage to maintain continuous support.
• Troubleshoot and resolve complex hardware and software issues across workstations, servers, and mobile devices.
• Provide support for A/V equipment, Active Directory, and command-specific applications (ITRS, iPERMS, DTS, etc.).
• Manage OS delivery and deployment methods using Altiris Deployment Solution (DS) and SCCM.
• Support and troubleshoot USARC-specific application servers, including RCAS, RLAS, and DMO.
• Ensure compliance with DoD and organizational cybersecurity policies and procedures.
• Develop and maintain Help Desk documentation, knowledge base entries, and performance metrics.

Requirements

• A current, in-scope US Government issued Secret clearance.
• A minimum of eight (8) years of experience providing IT support services in a tiered Help Desk environment.
• Extensive experience in:
• Altiris Help Desk and Remedy ticket tracking systems
• Managing Help Desk personnel and ensuring SLA compliance
• Troubleshooting within SIPR, NIPR, CENTRIX, and STAMIS environments
• Active Directory, A/V, servers, and mobile devices
• OS deployment and software delivery (Altiris DS, SCCM, etc.)
• USARC-specific systems such as RCAS, RLAS, and DMO
• Troubleshooting command applications (ITRS, iPERMS, DTS, etc.)

Qualifications

• A minimum of a High School diploma or equivalent is required.

Skills

• Experience supporting DISA, USARPAC, and USARC IT Tiered Support Services.
• Extensive knowledge of Altiris Help Desk Solution, Altiris Deployment Solution, and Altiris Software Delivery environments.

Pay

N/A

Schedule

N/A

Benefits

N/A