IT Service Desk Team Manager at CONCEPT SOLUTIONS LLC

, District of Columbia, United States -

Full Time

Start Date

Immediate

Expiry Date

30 Dec, 25

Salary

125000.0

Posted On

01 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Assistance, Hardware Issues, Software Issues, IT Security Policies, Ticket Management, Team Training, Emergency Response, Microsoft Windows 10, Office 365, Active Directory, Communication Skills

Industry

IT Services and IT Consulting

Description

Description Concept Solutions is hiring for an IT Service Desk Manager. This position will become part of a team of professionals supporting the Federal Aviation Administration’s (FAA) Command, Control, and Communications (C3) office which is responsible for daily support of over 300 end users and ensuring emergency operations are maintained. If disruptions such as national emergencies, natural disasters, or equipment malfunctions occur, the C3 office is chartered with providing alternate communication services expeditiously. The IT Service Desk Manager will be responsible for both the day-to-day operation and emergency response of the FAA’s C3 Service Desk. Specific responsibilities of the IT Service Desk Lead include: • Respond to requests for technical assistance in person, via phone, and electronically • Diagnose and resolve technical hardware and software issues • Research questions using available information resources • Obtain a working knowledge of FAA IT security policies in order to recognize potential or real breaches. • Ability to direct others in following security requirements and adherence to FAA security policies and user agreement. • Manage the schedule to ensure all shifts are adequately staffed • Ensure team members are opening, closing and escalating tickets in a timely manner. • Ensure Service Desk policies & procedures are up-to-date and adhered to on a daily basis. • Identify procedural gaps in Service Desk operations and work with appropriate personnel to establish or amend existing procedures. • Train team members on Service Desk policies, procedures and IT systems. • Coordinate IT Service Desk support at C3 COOP facilities when necessary. Applicants must achieve and maintain a Top Secret Clearance or higher. Compensation: $100K to $125K Compensation is not guaranteed and may vary based on qualifications, location, and contractual requirements. Actual salary may fall outside the stated range. Requirements • Bachelors Degree • 5 years relevant experience in a help desk environment. • Must be able to work a rotating shift schedule to include nights and/or weekends on occasion. • Experience with Microsoft Windows 10, Office 365 and Active Directory. • Strong verbal and written communication skills. Company Profile: Founded in 1999 and headquartered in Reston, Virginia, Concept Solutions, LLC (CS) is a leading small business in technology, engineering, and management consulting. We are the innovative and agile force behind strategic solutions that enhance organizational efficiency and safeguard our nation across Aerospace, Defense, and National Security sectors. For over 25 years, CS has been a trusted partner for the Federal Aviation Administration (FAA), Department of Homeland Security (DHS), Department of Justice (DOJ), Department of Defense (DoD) and other federal agencies delivering vital IT, security, and project management services. Our commitment to excellence is reflected in our adherence to CMMI-DEV ML3, ISO 9001:2015, ISO/IEC 20000-1:2018, and ISO/IEC 27001-1:2013 standards. CS boasts company highlights that include: Over two decades of experience across over $300 million in contract awards supporting critical FAA programs Multiple contract vehicles providing opportunities across FAA, DoD, NOAA, and other Federal agencies Innovation Council - CS maintains an active Internal Research and Development (IR&D) program that is geared towards identifying emerging technologies and pursuing technological innovations At CS, we know our success stems from our talented team. That’s why we prioritize the wellbeing and growth of our employees, fostering a positive culture centered on innovation, engagement, and career development. Benefits: Concept Solutions offers a competitive benefits and salary package you would receive from a large company. We offer health, dental, vision and life insurance, as well as a comprehensive 401(k) plan with matching and immediate vesting. Concept Solutions is an Equal Opportunity Employer, and we value workplace diversity. We invite resumes from all interested parties and consider applicants for all positions without regard to race, color, religion, sex, national origin, age, marital status, sexual preference, personal appearance, family responsibility, the presence of a non-job-related medical condition or physical disability, matriculation, political affiliation, veteran status, or any other legally protected status. Concept Solutions is a VEVRAA federal contractor, and we request priority referral of veterans for available positions.

Responsibilities

The IT Service Desk Manager will oversee the daily operations and emergency response of the FAA’s C3 Service Desk. Responsibilities include managing technical assistance requests, ensuring adherence to security policies, and training team members.