Help Desk Task Manager

SUMMARY

Responsible for managing the help desk resources, providing the full range of services, in both unclassified and classified environments, in the areas of network administration, networking engineering, communications, data center operations, asset management, backup and recovery and Information Assurance.

ESSENTIAL DUTIES & RESPONSIBILITIES

Maintain a production system availability rate of 99.7% or greater except for scheduled maintenance.

Assist the assigned Katmai Program Manager with preparing deliverables as defined by the Contract Data Requirements Lists (CDRLs).

Manage the Help Desk overseeing all work in the scope of the contract.

Create and implement new policies and procedures to streamline help desk operations, increasing productivity.

Establish program management practices for the team and liaise with senior leadership to recommend ongoing improvements.

Maintain communication with Contracting Officer, ensuring timely submission of monthly status reports that track project progress, trouble ticket history, and customer satisfaction.

Monitor service availability and reports on outages for customer awareness.

Coordinate with team members to resolve issues, maintaining strict adherence to policies and procedures.

Ensure team compliance with all standards and policies, creating a seamless workflow for project execution.

Manage the submissions for controlled area access and maintained timelines for project deliverables.

Provide a monthly status report to the Government regarding mission server operation.

Provide weekly reports of requests for specialized systems and consultations of Information Technology equipment.

Maintain regular and punctual attendance.

Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES

Lead Rogue Blue Software Help Desk Team.

Job Requirements:

MINIMUM QUALIFICATIONS

Experience in Windows Server Operating Systems support Windows 2012/2016, Windows Active Directory, and other Microsoft tool/applications.

Four (4) to eight (8) years of experience demonstrating and practicing knowledge, skill, and ability in Information systems security with physical environment, cultural environment, and the technology environment.

Must have DoD 8570.01 M Baseline Certification (Security CE or equivalent as specified in DoD 8570.01 M). IAT Level II, and DoD 8570.01 M Computing Environment Certification, (Microsoft Modern Desktop Admin Associate preferred or other current Microsoft certifications).

Must have and maintain an active Top Secret Security Clearance.

Must obtain and maintain any necessary security access and/or background checks (U.S. citizenship required).

DESIRED QUALIFICATIONS & SKILLS

Excellent written and verbal communications skills.

WORK SCHEDULE

Full-time. May be required to work additional hours as needed to complete assignment or project.

TRAVEL

The expected travel time is less than 25%.

DRIVING REQUIREMENTS

Must have or be able to attain a valid state driver’s license and be insurable on the company’s automobile insurance policy. Driving, with or without accommodation, may be required when traveling for training and/or short occasional amounts of local driving. The expected driving time is less than 25%.

WORK ENVIRONMENT

Work is performed primarily indoors at a well-lit office or server room environment. The environment is normally air conditioned, but conditions may change depending upon circumstances. Work may need to be performed in a fast-paced environment requiring quick thinking and rapid judgments. The employee will be exposed to a wide variety of clients in differing functions, personalities, and abilities.

PHYSICAL DEMANDS

Position consists of sitting for long periods of time, using hands/ fingers, handling, reaching with hands and arms, speaking, or translating. Periods of walking, standing, bending, kneeling, stooping, crouching, and lifting equipment weighing up to 30 pounds. Moderate to extended periods of office work with heavy periods of computer usage. It is Katmai’s business philosophy and practices to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

Compliance:

To be considered for this position, all applicants must apply on the company website, https://katmaicorp.com/life-at-katmai/

We are a VEVRAA Federal Contractor

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or national origin, disability status, protected veteran status, marital status, familial status or any other characteristic protected by law. https://katmaicorp.com/life-at-katmai/#equalopportunity Preference will be given to Ouzinkie Shareholders, Descendants of Shareholders and Spouses of Shareholders in accordance with Title 43 U.S. Code 1626(g) and Title 42 U.S. Code 2000e – 2(i).

Executive Order 11246, as amended, protects applicants and employees from discrimination based on inquiring about, disclosing, or discussing their compensation or the compensation of other applicants or employees.

Requisition ID: 3678