Help Desk Manager

LCG Inc. is seeking a highly talented Help Desk Manager, who is well versed in overseeing a team of delivering IT Support Services to support an existing federal customer at National Institute of Health (NIH). The ideal candidate will manage an IT Service Desk covering Agency Business Operations, Scientific Computing, and IT Support. The ideal candidate will work collaboratively with the Project Manager and communicate work assignments to team members. The candidate must be aware of project management concepts and must have the ability to initiate new projects and create planning documents, communication plans, and status reports. Both exacting attention to detail tracking, and the ability to communicate the need to follow procedures, document tickets and maintain great customer service with strict service level agreement timelines are required.

Duties And Responsibilities

• Ability to lead and direct a team of desktop support engineers for daily tasks, scheduling, status reporting, mentoring.
• Strong communication and interpersonal skills both oral and written.
• Responsible for providing higher level of satisfaction to the clients/customers.
• Constant monitoring of trends and changes, use skills and experience to improve the customer satisfaction levels.
• Responsible for maintaining Service Desk Queues and Triaging.
• Ensure full-Service Desk coverage during core business hours.
• Ability to partner with Infrastructure and Security professionals to implement end-point system changes.
• Responsible for updating and maintaining Ghosted images for desktops and laptops.
• Oversee and ensure Full disk encryption for laptops, desktops and all end-points.
• Oversee Active Directory administration, Usage of Active Directory Users and Computers, for computer accounts, user accounts, distribution lists and security groups.
• Email support for MS Outlook clients (Windows and Mac) with PKI encryption, including personal folders and outlook profile configurations.
• Security configurations and settings for Windows and Mac clients.
• Software upgrade and installation for Windows and Macs.
• Windows, MS Office, and custom application support.
• Patch workstations with critical updates and latest antivirus definitions as well as other areas of network security.
  
  

Requirements

• Bachelor’s degree in Computer Science, Information Systems, Engineering, Business, or other related discipline, or substituted verifiable experience is preferred.
• Minimum five (5) years’ experience as an IT Support Manager, of which at least two years must be specialized. Specialized experience includes: staff management, recruitment, and retention, Help Desk / Help Desk management.
• Candidate must have demonstrated ability to manage, direct, and provide guidance to employees to ensure problem resolution and customer satisfaction.
• Candidate must have demonstrated experience with ITIL’s Incident Management and Request Fulfilment practices.
• Candidate must have knowledge of ITIL’s Problem, Configuration, and Change Management practices.
• Candidate must have experience with Service Level Agreements (SLAs) and Operational Level Agreements (OLA).
• Candidate must have project management experience, and experience with MS Project or similar project management software tools.
• Candidate must have strong analytical, time management, and communication skills necessary to team with system owners, system administrators (both internal and external), and IT management for handling incidents/issues to support customer in remediation and compliance efforts.
• Candidate must have experience developing training materials and providing training to users with various skill levels.
• Candidate must have experience in successfully managing projects such as operating system upgrades, technology refresh, standardized desktop or laptop encryption rollouts.
• Candidate must have experience working on multiple projects, simultaneously, in an IT support environment, troubleshooting problems on end-user hardware, software, and networks.
• Candidate must have experience and demonstrated ability to write clear and accurate technical and end user documentation.
• Candidate must have experience hosting effective virtual presentations and meetings, using collaboration tools including video calls, file sharing, and whiteboarding.
• It is preferred that the Help Desk manager has at minimum, a Foundation Certificate in IT Service Management (ITIL) v3 or higher. Also required are one or more of the following (or current equivalent): MTA: Microsoft Technology Associate, MCSA: Microsoft Certified Solutions Associate, MSCE: Microsoft Certified Solutions Expert, Apple Certified Support Professional, Certified Associate in Project Management
• Federal customer experience supporting HHS, preferably NIH desired.
  
  

Compensation And Benefits

The projected compensation range for this position is $114,975 to $156,825 per year. The salary range provided is a good faith estimate representative of all experience levels. Salary at LCG is determined by various factors, including but not limited to role, location, the combination of education/training, knowledge, skills, competencies, certifications, and work experience.

LCG offers a competitive, comprehensive benefits package which includes health insurance options (medical, dental, vision), life and disability insurance, retirement plan contributions, as well as paid leave, federal holidays, professional development, and lifestyle benefits.

Devoted to Fair and Inclusive Practices

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.

If you are interested in applying for employment with LCG and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department by email at [email protected].

Securing Your Data

Beware of fraudulent job offers using LCG's name. LCG will never request payment-related details or advancement of money during the application process. Legitimate communication will only come from lcginc.com or [email protected] emails, not free commercial services like Gmail or WhatsApp. If you receive suspicious emails asking for payment or personal information, contact us immediately at [email protected].

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.