SeKON is seeking a Helpdesk Manager to support NIH NIDDK IT Services.

With over 25 years of experience, SeKON specializes in providing large-scale health IT programs in support of federal government customers including the Centers for Disease Control (CDC), Centers for Medicare and Medicaid Services (CMS), Defense Health Agency (DHA), and National Institutes of Health (NIH). Our vision “To be the premier management and technology consulting firm providing solutions that improve quality of life and work”. 

RESPONSIBILITIES: (include but not limited to)

• Provide daily supervision and direction to Service Desk staff who are responsible for providing support to customers via phone, in-person, through remote support channels.
• Individual will be responsible for formulating and enforcing performance work standards; assigning work schedules; reviewing work discrepancies; supervising contractor personnel; and communicating policies, purposes, and objective of the contract Statement of Work to the team’s assigned staff.
• Work with the Program Manager to complete the duties described under all contract requirements and any possible transition.

REQUIREMENTS:

• A Bachelor's degree in Computer Science, Information Systems, Engineering, Business, or other related discipline, or substituted verifiable experience is preferred.
• This position requires a minimum of five (5) years of experience, of which at least two years must be specialized. Specialized experience includes staff management, recruitment, and retention, Help Desk/ Service Desk management.
• Certified by the Help Desk Institute as a Help Desk Manager, Desktop Support Manager, or Support Center Manager.
• The Help Desk Manager shall have a Level 5 (NACIC) security clearance or obtain a Level 5 (NACIC) security clearance within six (6) months of contract award.
• It is preferred that the Help Desk manager has, at minimum, a Foundation Certificate in IT Service Management (ITIL) v3 or higher.

• Must have one or more of the following:
• MTA: Microsoft Technology Associate
• MCSA: Microsoft Certified Solutions Associate
• MSCE: Microsoft Certified Solutions Expert
• Apple Certified Support Professional
• Certified Associate in Project Management