Senior Help Desk Manager

Job description

Overview: Job Title: Senior Help Desk Manager Security Clearance: Secret: Location : Fort Shafter Flats, HI (Due to the nature of the work and contract requirements, U.S. Citizenship is required. ) Description: C3EL is seeking a cleared Senior Help Desk Manager to join our on-site team at Fort Shafter Flats in Honolulu, Hawaii. This position is responsible for managing and providing leadership to a tiered Help Desk team supporting multi-classification network environments. The Senior Help Desk Manager will oversee daily IT support operations, ensure service level compliance, and provide expert troubleshooting across hardware, software, and network systems in support of Department of Defense missions. Responsibilities will include, but not be limited to: - Lead and manage Tier I–III Help Desk operations supporting SIPR, NIPR, and CENTRIX networks. - Supervise Help Desk staff to ensure timely incident resolution and adherence to established Service Level Agreements (SLAs). - Manage and track service tickets using Altiris Help Desk and Remedy systems. - Oversee incident response, escalation procedures, and shift coverage to maintain continuous support. - Troubleshoot and resolve compl...