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Help Desk Manager
Washington, DCClearFocus Technologies, a HUBZone certified company, is located in Leesburg, VA. We specialize in cybersecurity and support multiple government and commercial clients for a variety of missions. We value our clients, integrity and employees and believe a single person can make a difference!
We are committed to attracting and retaining the best and brightest talent who desire to work with industry leading technology to stay on top of their profession. We provide an excellent benefit package which includes medical, dental, vision, paid time off, 401(k), paid professional development reimbursement and more!
We are seeking a Help Desk Manager for an onsite opportunity in Washington, DC to do the following tasks:
Key Responsibilities include:
Requirements:
Preferred Skills and Experience:
We are committed to attracting and retaining the best and brightest talent who desire to work with industry leading technology to stay on top of their profession. We provide an excellent benefit package which includes medical, dental, vision, paid time off, 401(k), paid professional development reimbursement and more!
We are seeking a Help Desk Manager for an onsite opportunity in Washington, DC to do the following tasks:
Key Responsibilities include:
- Manage daily operations of Tier I and Tier II help desk services, overseeing phone, email, and in-person support.
- Supervise and mentor Help Desk Specialists, ensuring service levels are met and customer satisfaction remains high.
- Serve as the escalation point for complex technical issues and ensure timely resolution.
- Monitor Help Desk ticket queues and maintain service performance metrics; generate daily, weekly, and monthly reports.
- Ensure all personnel accessing classified systems meet clearance, authorization, and need-to-know requirements.
- Manage SCIF and collateral space operations, including access control, visitor monitoring, and compliance with security protocols.
- Oversee COMSEC support functions including material handling, destruction records, and semi-annual inventories.
- Develop and maintain Standard Operating Procedures (SOPs) and Help Desk process documentation.
- Facilitate team scheduling to ensure coverage Monday-Friday, 7:00 am - 5:00 pm, including emergency response support.
- Support the organization’s incident, change, and problem management processes based on ITIL best practices.
- Coordinate with IT leadership to align Help Desk services with business and operational requirements.
- Manage VIP support services, ensuring rapid and thorough resolution of issues.
- Advise management on service improvements, customer feedback trends, and operational risks.
Requirements:
- Bachelor's Degree in Information Technology, Business Administration, or related field.
- Minimum 6+ years of IT help desk or technical support experience, including at least 3+ years in a leadership or managerial role.
- Strong knowledge of service desk operations, ITSM/ITIL frameworks, and performance management.
- Experience managing IT support teams in classified environments.
- Familiarity with Microsoft Windows OS, Active Directory, ticketing systems, and standard IT support tools.
- Exceptional leadership, customer service, and communication skills.
- Must have an active Top Secret / SCI clearance.
Preferred Skills and Experience:
- Experience supporting Department of Commerce (DOC) or similar federal agency environments.
- Experience supporting secure facilities (SCIF) operations.
- One of the following certifications required: COMPTIA Security+ with CE, Cyber Security Analyst certification (CySA), Cisco Certified Network Associate (CCNA), Global Industrial Cyber Security Professional (GICSP), or GIAC Security E.