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Desktop Support Lead/Manager with Security Clearance

Company: Occam Solutions Inc
Location: Bethesda
Posted on: March 28, 2020

Job Description:

Occam Solutions is a leading provider of Applications, Infrastructure, and Mission Support services.We provide thoughtleadership, technical resources, and know-how leveraging in-depth industry experience to provide simple and effective solutions. We are currently hiring for a Desktop Support Lead/Manager to support our Maryland team. Job Overview You will be responsible for the following : Manage a team of 20 desktop technicians and engineers in 8 field locations within a 10-mile radius. Interact with Sr. Lead team members for delegation and reporting Responsible for the support of all 1,600 end-users in multiple locations. Ensures that the day-to-day operations (deskside support, break/fix, dispatch and remote support) of desktop/laptop support are organized and that there is sufficient coverage (7:00am - 6:00pm) for end-user support Working with Leadership team, creates, implements, and enforces supports standards and procedures for hardware, software, and imaging systems for the organization Ensures the flow of the service delivery processes are continuously improved to ensure end-user satisfaction. Participates in the recruitment, discipline, performance planning/reviewing, scheduling, and morale-building of team members Acts as an escalation point for major incidents, problems or issues in the environment Proven ability to plan, prepare and monitor project plans, and schedules utilizing software tools, ensuring completion as per committed timelines Maintain communications and/or conducts meetings with client to keep them updated with status of their requests Proactively escalating any issues for awareness that cannot be resolved within the established timeframes measures to ensure all desktops and laptops are running efficiently Proactively identify potential crises and devise contingency plans Categorize and prioritize end user support requests (Incidents) and service requests by utilizing ticketing system to track tickets and provide up-to-date status and information Oversee asset inventory and quality assurance activities as needed Oversee deployment of packages to client and server machines and refresh using SCCM and JAMF for both Mac and PC operating systems Create, document, update, and ensure team compliance with standard operating procedures (SOPs) and knowledge base (KB) articles Recommend and review technical solutions Qualifications (must have demonstrated proficiency in these areas) : Candidate must possess or be able to obtain a US Public Trust clearance 7+ years of experience in IT Infrastructure leadership especially Desktop Support and Service Desk, which includes 2+ years supervisory experience Must have Enterprise ticketing application experience such as ServiceNow Leadership, team management, communication skills Additional technical knowledge and / or experience with VPN and Citrix for remote access; images and imaging desktops and laptops; Active Directory, Group policies, and networking; supporting mobile devices Experience supporting and maintaining user account information including rights, security and systems groups. Experience diagnosing and troubleshooting server and network issues Commitment to providing excellent customer service to our customers Ability to work in a fast-paced SLA driven environment and work well in a team setting Interpersonal skills including the ability to collaborate effectively, self-awareness, and excellent written and oral communications Familiarity with mobile tools and applications Ability to troubleshoot, test, repair and service technical equipment Experience supporting the NIH customer Ability to work flexible shifts and to adapt to changing work schedules, provide assistance on-call when necessary Public Trust or ability to obtain one Preferred Qualifications : 3+ years of project management experience/PMP ITIL v3 or v4 Foundations Certification CompTIA A+ and/or Net+ HDI Desktop Support Manager/HDI Service Manager

Keywords: Occam Solutions Inc, Bethesda , Desktop Support Lead/Manager with Security Clearance, Executive , Bethesda, Maryland

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