Help Desk Manager-Ft Belvoir, VA (On-Site)

Help Desk Manager (On-Site) Secret Clearance Required

Location: Ft Belvoir, VA On-site
Clearance: Active Secret (IT-II or current NACLC)
Position: Helpdesk Operations Manager

Overview:
The Help Desk Manager will lead and manage all on-site IT Helpdesk operations for the Information Technology Operations Center (ITOC). This role serves as the primary liaison between government supervisors and contractor personnel, ensuring service delivery aligns with DLA performance, reporting, and compliance standards.

Key Responsibilities:

• Oversee day-to-day helpdesk and technical support operations.

• Manage a team of technicians and analysts supporting end-user computing environments.

• Ensure compliance with DLA policies, SLAs, and performance metrics.

• Coordinate with government leadership for issue resolution and reporting.

• Provide direction for hardware/software troubleshooting and escalation processes.

• Maintain accurate documentation and ensure proper ticket management and tracking.

Qualifications:

• Education: Bachelor s degree.

• Experience: Minimum 5 years in IT helpdesk operations and management of technical support staff.

• Technical Skills:

  • Strong understanding of computer hardware, software, and networking fundamentals.

  • Knowledge of system performance monitoring and troubleshooting tools.

  • Ability to manage service desk tools and ITIL-based processes.

• Clearance: Active Secret (IT-II level or NACLC equivalent).

• Certifications: None required (must meet IT-II security standards).