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Helpdesk Manager

2 months ago

Fort Belvoir, United States Booz Allen Hamilton Full time
Helpdesk Manager

The Opportunity:

Your combination of people skills and Helpdesk Manager expertise makes you the team hero, solving one problem after another. What if you could use those skills to improve the technology supporting our DoD client. We’re looking for a Helpdesk Manager where you’ll share your expertise through leadership and mentoring as you help the teamwork through challenges and develop new methodologies. You’ll provide your customers insight into their network through monitoring and performance management.

Your Helpdesk Manager expertise will be vital as you identify problem areas and opportunities for improvement in a mission-critical network. You’ll help your team better understand the network by turning metrics into information and explaining their meaning.

We focus on growing as a team, so you’ll share your expertise through leadership and mentoring as you help the teamwork through challenges and develop new methodologies. As Helpdesk Manager, you’ll identify new opportunities to modernize the network, so your clients achieve their goals. Work with us and resolve daily challenges as we improve warfighter communications.

Join us. The world can’t wait.

You Have:

  • 5+ years of experience in a user-facing IT operations environment as a Helpdesk technician

  • Experience with the use of IT service management (ITSM) tools and tracking software

  • Experience with installing, configuring, troubleshooting, and maintaining hardware and software on Windows and Unix operating systems

  • Experience with working and multi-tasking in a fast-paced work environment, identifying, tracking, monitoring, and prioritizing requests

  • Ability to author, interpret, and analyze technical documentation

  • TS/SCI clearance

  • HS diploma or GED

  • DoD 8140 Certification, including Security+, CISM, or CISSP Certification

Nice If You Have:

  • Experience with JIRA and Atlassian Suite of tools

  • Knowledge of call center best practices, including forecasting and scheduling, inbound technical triage, ticket tracking, and escalation

  • Knowledge of VMware hypervisor environment and provisioning software

  • Ability to work with Security Technical Implementation Guides and group policies

  • Bachelor’s degree

Clearance:

Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; TS/SCI clearance is required.

Compensation

At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well-being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen’s benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits. We encourage you to learn more about our total benefits by visiting the Resource page on our Careers site and reviewing Our Employee Benefits page.

Salary at Booz Allen is determined by various factors, including but not limited to location, the individual’s particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements. The projected compensation range for this position is $75,600.00 to $172,000.00 (annualized USD). The estimate displayed represents the typical salary range for this position and is just one component of Booz Allen’s total compensation package for employees. This posting will close within 90 days from the Posting Date.

Work Model
Our people-first culture prioritizes the benefits of flexibility and collaboration, whether that happens in person or remotely.

  • If this position is listed as remote or hybrid, you’ll periodically work from a Booz Allen or client site facility.
  • If this position is listed as onsite, you’ll work with colleagues and clients in person, as needed for the specific role.

EEO Commitment

We’re an equal employment opportunity/affirmative action employer that empowers our people to fearlessly drive change – no matter their race, color, ethnicity, religion, sex (including pregnancy, childbirth, lactation, or related medical conditions), national origin, ancestry, age, marital status, sexual orientation, gender identity and expression, disability, veteran status, military or uniformed service member status, genetic information, or any other status protected by applicable federal, state, local, or international law.