WASHINGTON, DC
Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!
Chenega Agile Real-Time Solutions (CARS) was created with the purpose of providing integrated enterprise IT support to Federal customers both CONUS and OCONUS. CARS employs Subject Matter Experts (SMEs) with decades of experience working in the Federal marketplace.
Chenega Agile Real-Time Solutions (CARS) is seeking a Service Center & Desktop Support Lead to lead a team of IT Technicians supporting users at the Federal Communications Commission (FCC) Headquarters in Washington, DC, and the Gettysburg, PA campus. The Help Desk Manager will oversee Service Center and Desktop Support operations, ensuring high-quality Tier I/II troubleshooting, workstation setup, VIP/executive support, and efficient ticket resolution. This role is responsible for managing day-to-day operations, mentoring staff, coordinating workload across sites, and maintaining exceptional service delivery for government customers.
Responsibilities:
- Lead and supervise Service Center and Desktop Support Technicians across multiple campuses (Washington, DC, and Gettysburg, PA).
- Oversee daily operations of ticket management, prioritization, and resolution for hardware, software, and network issues.
- Manage Service Center operations, including walk-up support, desktop deployments, and in-person troubleshooting.
- Serve as the primary escalation point for complex technical issues to ensure timely resolution.
- Maintain and enforce IT service standards, service-level agreements (SLAs), and quality assurance practices.
- Coordinate and deliver high-level customer service and VIP/executive support for government leadership and staff.
- Monitor and report on Service Center and Desktop Support performance metrics, trends, and service outcomes.
- Manage scheduling, staffing, and workload distribution to maintain consistent coverage and service levels across locations.
- Mentor and coach team members, providing guidance, feedback, and fostering professional growth.
- Maintain up-to-date documentation, standard operating procedures (SOPs), and knowledge base articles.
- Partner with IT leadership to implement new tools, processes, and continuous improvements to enhance service delivery.
- Other duties as assigned.
Qualifications:
- Bachelor’s degree and 8+ years of relevant experience; OR
- High school diploma and 12+ years of relevant experience (unfinished college time can be counted as experience)
- 4+ years in a leadership role
- Active CompTIA A+ certification (preferred)
- Must be a U.S. citizen and able to obtain Public Trust Clearance
KNOWLEDGE, SKILLS, AND ABILITIES:
- Ability to work independently and yet be effective within a team setting
- Must be capable of managing multiple efforts with time-related constraints in a fast-paced environment
- Able to remain composed and professional while speaking to customers
- Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals
- Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.
- Excellent skills in Microsoft Word, Excel, and other Office applications
- Ability to train end users on frequently asked technical issues.
- Ability to provide technical assistance and support over the phone; good phone skills, professional demeanor, and previous customer service experience strongly desired.
- Good problem-solving skills: ability to visualize a problem/situation and think abstractly to solve it
Linked-in
Google