Aleknagik Technology, LLC is seeking a Help Desk Manager Duties: Provides reach back/Stand-by support, on an as needed basis, to help technicians on overnight shifts. The Help Desk Manager shall return any help desk phone calls within 30 minutes of the call being made to give technicians further direction on troubleshooting before calling the designated Government Point of Contact (POC). Schedule appropriate coverage of help-desk personnel ensuring the proper staffing levels 24/7/365 or 24/7/366, respectively. Performs quality assurance oversight of personnel working night and weekend shifts to ensure that tasks outlined in the contract are being adhered to. Responsible to ensure the Standard Operating Procedures (SOP’s) and documentation for the help desk are updated as needed and/or monthly. Qualifications: ITILv3 Foundation Certification. Four (4) years of Help Desk experience managing 24 hour/day, 365 days/year Help Desk operations. Experience shall include both Tier 1 and Tier 2 helpdesk support with a help ticket volume of at least 40,000 tickets per year. Same skill set as the Help Desk. US citizen, able to pass a government background investigation