Help Desk Manager (TS/SCI) - DirectViz Solutions, LLC

DirectViz Solutions (DVS) is a dynamic and rapidly growing government contractor committed to delivering innovative IT solutions that address the mission-critical needs of our government clients. Through the expertise and dedication of our talented team, we provide cutting-edge technology services designed to achieve success and exceed expectations.

At DVS, we prioritize our employees as our greatest asset. We offer competitive compensation, comprehensive medical benefits, a 401(k) match, generous PTO accrual, professional development reimbursement, corporate-funded technology certifications, and robust employee recognition and appreciation programs.

We are seeking a highly skilled Help Desk Manager to work in Washington DC.

Job Summary:

Provide daily supervision and direction to staff who are responsible for phone and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract. Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems. Moreover, help desk personnel will be designated as the SCIF/Collateral security manager.

Position has an On-Call requirement. Ensure all users have the requisite security clearance, authorization, and need-to-know, and are aware of their security responsibilities before granting access to classified networks. Helpdesk Manager is ultimately responsible for managing the Tier 2 service calls and must be an expert in queue management, Service Level Agreement (SLA) monitoring, reporting and achievement of Helpdesk objectives, and have a firm grasp and understanding of the hardware/software tools that the Tier 2 support services provide. Oversee overall helpdesk support for the desktop computing environment (PC, Desktop/Laptop), as well as printers, copiers, telephones, etc. Observe the day-to-day helpdesk operations and respond quickly to service requests. Establish service performance metrics, monitor to ensure IT consistently achieves service goals, and provide daily, weekly, and monthly management reports. Administer all requests, incidents and problems. Help establish processes needed to provide high quality customer service and minimum response time for service requests. Act as escalation point for all requests and incidents. Develop a mature phone/ticket escalation process to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers. Manage the performance of Tier 1 and Tier 2 services and support to clients (internal and external) and ensure that service levels are achieved. Ensure customer expectations are met or exceeded. Ensure staff meet and/or exceed expectations regarding performance, meeting defined metrics/benchmarks.

Train, coach and mentor Helpdesk Specialists. Oversee staff activities. Build training material for helpdesk staff. Schedule employees working times and provide backup support. Interact with internal and external customers. Work to make Helpdesk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed). Oversee Solutions repository and ensure top quality solutions are available to the staff. Develop Service and Business Level Agreements to set expectations and measure performance. Develop an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation. Manage process for communicating outage/emergency activities to the organization. Stay current on developments within the IT industry and provide recommendations on ways to optimize speed, reduce cost, etc.

Install or assist helpdesk team in installation of hardware and peripheral components, such as monitors, keyboards, printers, and disk drives, following design or installation best practices.

Ensure the implementation and maintenance of fully documented procedures for imaging computing devices supported by Director. Manage hardware inventory and provide quarterly reporting and refresh cycles. Ensure the implementation and maintenance of fully documented procedures and SOPs for IT related and Helpdesk Support activities. Produce ad-hoc reports detailing the status of the Open and Aging Helpdesk Tickets. Personally, communicate with and oversee all VIP related issues until closure.

Key Responsibilities:

• Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution.
• Set-up preplanned video teleconference for customers.
• Conduct day to day scheduling and management of Sensitive Compartmented Information Facilities (SCIFs) and/or Collateral spaces to include:
• Manage the day-to-day scheduling, opening, closing and other required actions for SCIF and/or Collateral spaces.
• Communicates with Government personnel daily.
• Monitor physical security including alarms, entry and exit logging, facilities checklists, compliance with SCIF and/or collateral requirements for accreditation.
• Implement personnel security measures, including ensuring all visitors and staff located in the SCIF and/or Collateral spaces have proper clearances.
• Directly responsible for access control, monitoring, deterring, and detecting crime against DOC's property located in the SCIF, employees, and customers.
• Identifies information requiring protection, such as documents, materials, and devices, and designates the level of protection based on prescribed parameters, well-defined procedures, as well as internal and external policies.
• Identifies and performs preliminary inquiries of incidents involving the mishandling of classified information.
• Recommends follow-up actions and closure of preliminary inquiries.
• Reports unusual or unfamiliar documentation to supervisor or higher graded specialist.
• Implements personnel security measures, including ensuring all visitors and staff located in the SCIF have proper clearances. Responsibilities include receiving and passing clearances from/to SCIF/Collateral facilities and maintaining accurate listings of SCI cleared staff using Security Center and other similar systems.
• Minimum security clearance for Contractor personnel for this order and related sub-task is Top Secret with access to Sensitive Compartmented Information (TS/SCI).
• Contractor shall provide a two-person helpdesk specialist during core hours (9am - 3pm) to support the Services during the following time periods:
• Monday - Friday, 7:00 am - 5:00 pm; except Federal Holidays and when the building is closed.
• Shall make every attempt to have the individual post(s) manned on a normal weekly basis of eight hours (8) hours per day at the same SCIF or collateral location, not to exceed a total of twelve (12) hours within a twenty-four (24) hours period.
• Manage SCIF entrance control procedures, verify personnel security credentials via cleared authorized log and physical hands-on check of Department of Commerce issued identification badge Common Access Card.
• Manage the day-to-day video teleconference and SCIF calendars, scheduling, opening, closing and other required actions for the Sensitive Compartmented Information Facilities (SCIFs).
• Responsible for controlling personnel entry and exit of the SCIF, keeping automated/written records on provided forms or other defined media of all action taken, such as maintaining an access sign in log.
• Monitor, track, and assign availability for the classified hoteling space.
• Managed the help desk personnel to ensure that SCIF and collateral spaces are manned from 7:00 am - 5:00 pm.

Required Qualifications:

• Associate Degree and 3 years of experience OR 6 years of relevant experience.
• Must possess one of the following; COMPTIA Security+ with CE, Cyber Security Analyst certification (CySA), Cisco Certified Network Associate (CCNA), Global Industrial Cyber Security Professional (GICSP), GIAC Security Essentials (GSEC).
• Active Top Secret with eligibility to obtain Sensitive Compartmented Information Facility Clearance.

If you thrive on solving complex problems and building meaningful connections, we'd love to hear from you. Join our team and make an impact today!

Physical and Mental Qualifications:

• Maintain focus and awareness throughout scheduled working hours.
• Perform tasks requiring prolonged periods of sitting or standing at a desk, utilizing a computer, mouse, and keyboard.
• Lift and move objects weighing up to 15 pounds as needed.
• Exhibit excellent verbal and written communication skills, with a strong command of the English language.
• Demonstrate the ability to work independently while also collaborating effectively as part of a team.
• Quickly learn and retain routine tasks and processes.
• Possess strong organizational skills, attention to detail, business correspondence proficiency, and self-management capabilities.
• Perform the essential functions of the role satisfactorily; reasonable accommodation will be provided for employees with disabilities upon request.
• Accept and adapt to additional responsibilities or changes to assigned duties as determined by DirectViz Solutions (DVS).

DirectViz Solutions, LLC (DVS) is an equal opportunity employer who prohibits discrimination and harassment against any employee or applicant for employment based on race, sex (including pregnancy), age, gender identity, creed, religion, national origin, sexual orientation, marital status, genetic information, disability, political affiliation, protected veteran status, or any other status protected by federal, state or local law.

DVS has a zero-tolerance policy for harassment, threats, coercion, discrimination, and intimidation. Employees may file a complaint or exercise any right protected by Executive Order 11246, Section 503 of the Rehabilitation Act of 1973, as amended, Section 4212 of the Vietnam Era Veterans Readjustment Assistance Act of 1974, or the Veterans Employment Opportunities Act of 1998.