Position Description:

We are seeking a skilled and experienced IT Manager to lead our Helpdesk team of approximately 15 professionals. As the IT Manager, you will be responsible for overseeing the day-to-day operations of our helpdesk and ensuring the delivery of efficient and effective technical support to our internal employees. This is a critical role that requires strong leadership, technical expertise, and exceptional communication skills.

Primary Responsibilities:

• Manage and mentor a team of approximately 15 helpdesk technicians, providing guidance, support, and professional development opportunities
• Monitor and prioritize helpdesk tickets to ensure timely resolution of technical issues
• Collaborate with cross-functional teams to identify and address recurring problems, implementing long-term solutions to improve overall system performance and user experience
• Develop and maintain helpdesk policies, procedures, and documentation, ensuring alignment with industry best practices
• Oversee the procurement and maintenance of hardware, software, and other technical equipment necessary for effective helpdesk operations
• Stay up-to-date with emerging technologies and trends in the IT industry, recommending and implementing innovative solutions to enhance the helpdesk function
• Monitor helpdesk performance metrics, generate reports, and present findings to senior management
• Foster a positive and collaborative work environment, promoting teamwork, open communication, and a customer-focused mindset within the helpdesk team
• Other duties as assigned

Required Skills:

• MUST HAVE current Security CE Certification (IAT Level II)
• MUST HAVE Active Secret Clearance
• 5 year minimum managing IT Helpdesk Operations within a DoD environment.
• Written and verbal communication skill, to include presentation development to senior ranking government officials.
• B.S or B.A Degree

Additional Notes:

It is preferred the candidate lives at an address that is certified by the U.S. government as a HUBZone (Historically Underutilized Business Zone). Go to this website and enter your address, it will tell you “yes” or “no” that the address is in a HUBZone:

https://maps.certify.sba.gov/hubzone/map#center=39.828200,-98.579500&zoom=5.

Our Company Environment:

• Great benefits: Paid time off, flexible work schedule, medical/dental/vision plan, 401k; and more
• Tuition assistance for continuing or career-related education
• Our cultural focus is on people and results - not bureaucracy
• Ample opportunity for career growth – we promote from within
• Leadership takes a constructive interest in every team member’s success
• Work/Life Balance and flexible hours
• Be part of a close-knit team that works and plays together and helps one another succeed
• You will not be micromanaged: plan, prioritize, schedule and be accountable for your own tasks
• Casual workplace
• Open-door policy with all management

**salary is commensurate with education and experience**

MSM is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender or gender identity, marital status, national origin, disability, age, military or veteran status, medical condition, ancestry or genetic information in accordance with applicable federal, state and local laws

Job Types: Full-time, Contract

Pay: $60,000.00 - $72,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• Would you like to Self-Identify your gender, ethnicity, race, veteran and/or disability status?
• Do you have excellent customer service and written / verbal communication skills?

Education:

• Bachelor's (Required)

Experience:

• managing IT Help Desk: 5 years (Required)

License/Certification:

• CompTIA Security (Required)
• CISSP (Preferred)

Security clearance:

• Secret (Required)

Work Location: In person