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IT Help Desk Manager

4 months ago

Frederick, United States Encentric, Inc. Full time
Job DescriptionJob Description

Performance Location: Hybrid remote and onsite at Fort Detrick, MD.

Availability: Immediately.

Position Overview: Encentric, Inc. is actively recruiting for a qualified IT Help Desk Mgr./Project Mgr. to lead a team providing information management/information technology (IM/IT) support services for the U.S. Army Medical Research Acquisition Activity (USAMRAA) and Defense Health Agency Contracting Activity (DHACA), Fort Detrick, Maryland (MD).

Clearance: Position requires active Secret clearance.

Required Education: Associate's Degree.

Required Certification: Applicants must possess a GSEC or CompTIA Security+ Certification.

Required Years of Relevant Experience:

  • At least 3 years’ relevant experience in a management role.
  • At least 3 years’ relevant experience providing customer support.
  • At least 3 years’ relevant experience providing functional/technical IT support.
  • Prior experience supporting the Defense Health Agency (DHA) preferred.

Required Practical Experience:

  • Manage, coordinate, facilitate, oversee, and track initiatives and projects with varying timelines and scopes to ensure timely submission of deliverables.
  • Serve as the primary POC for management and coordination of an IT help desk support including, but not limited to, coordination of support scheduling, creation of project deployment timelines, IT help desk reports, problem/issue tracking/reporting, and managing IT help desk response processes/procedures.
  • Ensure an adequate level of IT help desk support is provided based on workload.
  • Analyze technical, functional, and personnel issues that occur and collaborate with the COR to and propose changes to business processes, documentation, and/or requirements to improve overall efficiency and maintain quality support.
  • Identify opportunities to utilize Enterprise Services to facilitate automation of IM/IT requirements.