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IntelliDyne End User Services Manager in Quantico, Virginia

Enterprise Service Desk Lead

Classification: Exempt

Location: Quantico, VA

This position is currently part of a proposal effort.

Qualifications:

Required:

  • Bachelors’ Degree

  • 7+ years’ experience in IT, at least 2 of which have been as a technical lead or manager

  • Experience with Remedy

  • Experience managing a help desk

  • Experience fielding customer service issues

  • Be familiar with DoD DISA STIGs and regulations

  • Active IAT Level II certification (CCNA+, Sec +, etc.)

  • Active Secret clearance

Responsibilities:

  • Manage a small team of help desk professionals to include on call and surge support

  • Coordinates with the Program Manager and other team leads as necessary for problem support

  • Reviews and analyzes daily reports and prepares periodic reports for customer service

  • Manage and/or resolve all requests, incidents, account creations, permissions modifications, and changes during normal duty hours/off hours if necessary

  • Provide Tier-1 support for managing user accounts and mobile devices

  • Solve or escalate issues to the appropriate supporting entity

  • Contribute to the Remedy Knowledge Database and associated knowledge articles by adding solutions, workarounds, and recommendations as appropriate

  • Perform Tier-1 help desk duties for devices on the Secret Internet Protocol Router Network that are used by personnel, including troubleshooting and operating VTC terminals, VoIP phones, and desktop computers

  • Create and update SOPs and processes

About IntelliDyne

IntelliDyne, LLC is a market-leading IT Services firm that has been delivering Above and Beyond consulting services to Government and Commercial clients for more than a decade. In fact, many of our first clients have enjoyed the Above and Beyond consulting experience so much that they are still partnered with us more than 20 years later. Why? Because IntelliDyne's exceptional personnel fuse industry expertise, experience, science, process, and innovative technology solutions together to help client organizations transform and realize outstanding performance outcomes. On matters of national, state, and local importance, Government organizations rely on IntelliDyne for Above and Beyond consulting services and solutions in Defense, Homeland Security, Law Enforcement, and Civilian.

IntelliDyne is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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