IT Service Desk Manager

23 hours ago


Rockville, Maryland, United States Kelly Full time
Job Title: IT Service Desk Manager

Kelly Government Solutions is a strategic supplier and business partner to the federal government and its key suppliers. We are seeking a highly skilled IT Service Desk Manager to support the National Institutes of Health (NIH) in Rockville, MD. This is an on-site position.

This is a full-time contract position that offers:

  • Competitive compensation and comprehensive benefit package
  • Optional health, vision, and dental plans
  • Vacation leave as well as 10 paid federal holidays and 401K plan
  • Access to NIH's unparalleled resources and niche scientific initiatives
Job Summary

The IT Service Desk Manager will be responsible for the day-to-day scientific instrumentation support and IT support. Infrastructure support, software development, application reliability engineering (ARE), and research services core (RSC) support are excluded from position duties.

Key Responsibilities
  • End User Support: Provide knowledgeable staff for day-to-day support of over 300 laboratory instruments.
  • Scientific Instrumentation Support: Handle PCs with various OS (Windows, Linux variants).
  • Manage standard configurations and instrument communication (serial port, TCP/IP, CAN bus, etc.).
  • Troubleshoot and develop deployment options for outdated or unsupported scientific instruments.
  • Configure instrument PCs for secure cloud connectivity and compliance with security protocols.
Scientific Desktop Support
  • Configuring, installing, and supporting desktop computers and peripherals.
  • Relocating IT equipment.
  • Sanitizing computers as required.
  • Supporting annual refresh of 33% of institute computers.
  • Ensuring secure operation of IT devices.
  • Diagnosing hardware and software failures.
  • Software support for institute-provided applications.
  • Maintaining secure baseline configurations.
Scientific Training Support
  • Provide training on IT applications and services.
  • Distill IT communications for institute staff.
  • Train on custom system configurations and scientific applications.
Scientific Asset Administration and Support
  • Maintain a real-time database of all scientific software and hardware assets.
  • Tasks Include:
  • Tracking and maintaining IT infrastructure items.
  • Tracking and maintaining software inventories.
  • Forecasting future software needs.
  • Administering licensing and server configurations.
  • Generating compliance reports.
Scientific Conference and Video Teleconferencing Support
  • Provide knowledgeable staff for video conferencing and virtual meeting support.
  • Tasks Include:
  • Supporting conference rooms and virtual conferences.
  • Maintaining and enhancing conference room infrastructure.
  • Following industry best practices or COR specifications.
Qualifications
  • Minimum Bachelor's Degree (BS) in Information Technology
  • Minimum 5 years of experience managing first- and second-tier support for end users of scientific instrumentation and IT devices.
  • Strong leadership and organizational skills.
  • Excellent communication skills to interact with both technical and non-technical users.
  • Proven ability to manage a team

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