Think Beyond The Label Jobs

Helpdesk Manager

Location MD - Fort Detrick

Job Code 12076

# of openings 1

Apply Now (https://phg.tbe.taleo.net/phg04/ats/careers/v2/applyRequisition?org=AKIMEKATECH&cws=43&rid=12076)

The Alaka`ina Foundation Family of Companies (FOCs) has a need for a Helpdesk Manager to support our potential government customer located in Ft. Detrick, MD.

DESCRIPTION OF RESPONSIBILITIES:

• Provide management and oversight for all Contractor employees in performance of the requirements identified within this PWS.

• Manage, coordinate, facilitate, oversee, and track initiatives and projects with varying timelines and scopes to ensure timely submission of deliverables.

• Serve as the primary POC for management and coordination of the helpdesk support including, but not limited to, coordination of support scheduling, creation of project deployment timelines, helpdesk reports, problem/issue tracking/reporting, and managing helpdesk response processes/procedures.

• Ensure an adequate level of helpdesk support is provided based on workload.

• Analyze technical, functional, and personnel issues that occur and collaborate with the COR to and propose changes to business processes, documentation, and/or requirements to improve overall efficiency and maintain quality support.

• Identify opportunities to utilize DHA Enterprise Services to facilitate automation of IM/IT requirements.

• Develop and maintain thorough documentation of systems configuration, standard business processes, and SOPs intended for consumption by both administrative and non-administrative personnel.

• Develop, update, and maintain documentation including user guides and manuals, technical/systems documentation, sops, and other IT-related documentation in support of organization systems and requirements.

• Optimize the delivery of IMIT support services and improve organization business processes via the utilization of DHA Enterprise Services such as the Global Service Center (GSC), Microsoft Power Platform, SharePoint, etc.

• Provide consulting-based services that are focused on leveraging DHA Enterprise Services to streamline IM/IT support.

• Support automation of business processes through the use of the Microsoft 365 Power Platform including, but not limited to, Power Apps, Power Automate, Power BI, SharePoint Online, and Teams.

• Ensure all systems and configurations conform to all applicable Cybersecurity and Information Assurance (IA) requirements, as defined by the Information Assurance Manager (IAM), to obtain and maintain and Authority to Operate (ATO).

• Support the IAM by conforming to DHA Security Requirements and provide direct support for IA requirements including, but not limited to, periodic access reviews, vulnerability scans, vulnerability mitigation, maintaining Group Policy, and maintaining Active Directory.

• Function as a Tier III helpdesk support element, providing both technical and functional support to organization personnel including the troubleshooting and resolution of issues affecting organization staff and interfacing with external helpdesk entities as needed to resolve issues.

• Other duties as assigned.

  REQUIRED DEGREE/EDUCATION/CERTIFICATION:

• A BS degree in Information Technology, Cybersecurity, Data Science, Information Systems, or Computer Science, from an ABET accredited or CAE designated institution.

• Must possess a GSEC or CompTIA Security+ Certification upon hire

• All employees shall complete a minimum of Twenty (20) hours per year of Continuous Professional Development (CPD) or education activities.

  REQUIRED SKILLS AND EXPERIENCE:

• At least 3 years’ experience in a management role.

• At least 3 years’ experience providing customer support.

• At least 3 years’ experience providing functional/technical IT support.

  REQUIRED CITIZENSHIP AND CLEARANCE:

• Must be a U.S. Citizen

• Must possess a Secret security clearance

  ​The Alaka`ina Foundation Family of Companies (FOCs) is a fast-growing government service provider. Employees enjoy competitive salaries. Eligible full-time employees enjoy a 401K plan with company match; medical, dental, disability, and life insurance coverage; tuition reimbursement; paid time off; and 11 paid holidays.

  We are an Equal Opportunity/Affirmative Action Employer. We are proud to state that we do not discriminate in employment decisions on the basis of race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. If you are a person with a disability and you need an accommodation during the application process, please click here (HRdept@alakaina.com) to request accommodation. We E-Verify all employees.

  The Alakaina Foundation Family of Companies (FOCs) is comprised of industry-recognized government service firms designated as Native Hawaiian Organization (NHO)-owned and 8(a) certified businesses. The Family of Companies (FOCs) includes Keaki Technologies, Laulima Government Solutions, Kūpono Government Services, and Kāpili Services, Pookela Solutions, Kīkaha Solutions, LLC, and Pololei Solutions, LLC. Alakaina Foundation activities principally benefit the youth of Hawaii through charitable efforts which includes providing innovative educational programs that combine leadership, science & technology, and environmental stewardship.

  For additional information, please visit www.alakainafoundation.com.

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