Help Desk Manager / Project Manager

LCG Inc. is seeking a highly talented Help Desk Manager / Project Manager, who is well versed in overseeing a team of delivering IT Support Services to support our federal client. 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. 

• Experience supporting Healthcare/Biomedical/Bioinformatics/Pharmaceutical Information Technology Services. 

• 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 with PKI encryption, including personal folders and outlook profile configurations. 

• Security configurations and settings for Windows clients.  

• Software upgrade and installation for Windows. 

• 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 from an accredited institute, (preferably in Mathematics, Information Technology, Computer Science, Engineering, Business Administration, or Project Management).   

• Minimum five 5 years’ experience in a management role. 

• Candidate must have demonstrated ability to manage, direct, and provide guidance to employees to ensure problem resolution and customer satisfaction. 

• 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. 

• Required Certifications: CompTIA A , Network , ITIL 4, or relevant IT certifications.

Compensation and Benefits 

The projected compensation range for this position is $100,000 to $140,000 per year benchmarked in the Washington, D.C. metropolitan area. 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 hr@lcginc.com. 

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 system@hirebridgemail.com emails, not free commercial services like Gmail or WhatsApp. If you receive suspicious emails asking for payment or personal information, contact us immediately at hr@lcginc.com. 

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.