Help Desk Manager w/Top Secret Clearance

Responsibilities & Qualifications We are seeking a Help Desk Manager to join our team at DON Office of Administration National Capital Region(NCR)to manage DON OA Customer Service Branch providing help desk, desktop, and VIP IT support for over 4,000 users and ~450 tickets/month. REQUIRED QUALIFICATIONS Experience 5+ years IT support experience Certifications ITIL v4 certification Preferred DOD 8570 IAT Level II i.e. Security Clearance Top Secret Clearance RESPONSIBILITIES Manage daily operations of the DON OA Customer Service Branch (CSB) providing help desk and desktop support services. Oversee intake, triage, assignment, tracking, and resolution of approximately 450 service tickets per month . Ensure compliance with performance metrics, including 4-hour resolution for standard tickets and 1-hour resolution for VIP tickets . Direct and coordinate VIP IT support for approximately 150 senior officials, ensuring immediate and exceptional service. Supervise and schedule help desk staff to maintain continuous coverage from 6:00 AM to 6:00 PM ET , Monday through Friday. Ensure all incidents and requests are properly documented and tracked in the DON OA IT Ticket system. Monitor help desk performance metrics, prepare reports, and support Monthly and Quarterly Status Reporting. Conduct and analyze customer satisfaction surveys , implementing continuous service improvement actions to maintain =95% satisfaction. Coordinate with NMCI, NESD, DISA JSP, and other external support organizations as required. COMPETENCIES IT service management Customer satisfaction optimization KPI tracking and reporting VIP and executive-level support Overview WORK ENVIRONMENT AND PHYSICAL DEMANDS The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Location: Onsite at Government facilities, NCR Type of Environment:Officeenvironment supporting Federal enterprise IT/Navy Secretariat Noise level: Medium Work schedule:Onsite with standard NCR core hours (0800-1700), Monday through Friday. Amount of travel:Minimal (