Desktop Support Manager

at  Leidos

Description
Leidos has an opening for a Desktop Support Manager on the AFNCR IT Services program located at Joint Base Andrews (JBA) in Maryland. The AFNCR IT Services program provides support services for information systems for Headquarters Air Force (HAF), Air Force District of Washington (AFDW), Office of the Secretary of Defense (OSD), Joint Chiefs of Staff, and other Air Force activities within the AFNCR, missions to include the Pentagon, Joint Base Andrews (JBA), Joint Base Anacostia-Bolling (JBAB), and other locations, leased spaces, and alternate sites. The major support areas required are: IT Operations and Maintenance; Plans, Projects, and Engineering (PP&E); and National Military Command Center (NMCC). The senior leaders and national defense missions that are supported require that the AFNCR operations never fail, resulting in a fast-paced, challenging, but also rewarding environment.
The Desktop Support Manager is responsible for leading a team of technicians providing AF users client service, repair and/or support of existing hardware, software, network configurations and new system initiatives for all sites within area of responsibility. Duties may include providing roving site support services as well as assisting in the development and ensuring adherence to area-wide procedural/policy changes

Primary Responsibilities:

• The candidate will lead a team of approximately 12 technicians providing support at JBA. The Desktop Support team will support all desktops and multi-functional devices at JBA, Alternate Sites, and Event/Conferences.
• Desktop Support handles approximately 4000 NIPR desktops, laptops, and tablets; and approximately 250 SIPR desktops.
• Desktop Support personnel are responsible for creating and maintaining a central repository for technical advice and solutions of network systems, software applications assistance, automatic data processing support, hardware exchange, and repair service support and assisting with reporting network performance metrics using Remedy Action Reporting System.
• Utilize Remedy to enter, document, track, coordinate, route, resolve, and close user ticket issues.
• Work with program hardware and software license manager to track as required.

This is a leadership position that manages the scheduling, performance and timekeeping for a team of approximately 20 Leidos and subcontractor employees that:

• Perform analysis, diagnosis, and resolution of complex problems for customers and recommend/implement corrective solutions.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required SLA’s.
• Collaborate with LAN technicians/network administrators to ensure efficient operation of the organization’s desktop computing environment.
• Where required, administer and resolve issues with associated end-user workstation software products.
• Receive and respond to incoming calls, e-mails, instant messages, and voicemails.
• Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
• Accurately document and update all assigned incident tickets.
• If necessary, liaise with third-party support and PC equipment vendors.
• Analyze, identify and resolve Common Access Cards and CAC Readers/PKI certificate troubleshooting.
• Analyze, identify, resolve VPN, outlook, and network access issues.
• Utilize Active Directory to manage user’s accounts.
• As a leader, this position requires that the candidate:
• Develop and institute efficient processes to provide quality support while reducing costs.
• Monitor and manage financial data.
• Ensure compliance with program KPI requirements.
• Work closely with the Pentagon Desktop Support Manager to standardize processes, augment team and improve support to customers.

Basic Qualifications:

• Currently possess an active DoD Secret security clearance.
• Requires a BA/BS or equivalent experience and 6+ years of prior relevant experience or Masters with 4+ years of prior relevant experience. Additional years of experience accepted in lieu of a degree.
• Security+ CE Certification or equivalent.
• Familiar with use of standard ITSM tools such as BMC Remedy.
• Experience leading Information Technology Support staff.

Preferred Qualifications:

• Experience with the DoD AFNCR IT Services program.
• Strong communication skills (both verbal and written).
• Experience with the DoD AFNCR IT Services program.
• Comfortable discussing technical information with users and other support personnel.
• Ability to quickly learn new systems and IT concepts.
• Strong organizing, problem solving and decision-making skills.
• Ability to work autonomously as well as an integral member of a leadership team.
• ITIL certification.

• The candidate will lead a team of approximately 12 technicians providing support at JBA. The Desktop Support team will support all desktops and multi-functional devices at JBA, Alternate Sites, and Event/Conferences.
• Desktop Support handles approximately 4000 NIPR desktops, laptops, and tablets; and approximately 250 SIPR desktops.
• Desktop Support personnel are responsible for creating and maintaining a central repository for technical advice and solutions of network systems, software applications assistance, automatic data processing support, hardware exchange, and repair service support and assisting with reporting network performance metrics using Remedy Action Reporting System.
• Utilize Remedy to enter, document, track, coordinate, route, resolve, and close user ticket issues.
• Work with program hardware and software license manager to track as required