Help Desk Task Manager

4 weeks ago

Offutt Air Force Base, United States Katmai Full time
Job Summary

We are seeking a highly skilled and experienced Help Desk Task Manager to join our team at Katmai. The successful candidate will be responsible for managing the help desk resources, providing a full range of services in both unclassified and classified environments.

Key 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.
Requirements
  • 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).
Preferred Qualifications
  • Excellent written and verbal communications skills.
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.

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.

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