SMX is actively seeking a Senior Help Desk Manager for a full-time, on-site position at Ft. Belvoir. The Senior Help Desk Supervisor will be responsible for the day-to-day operations of the organization's help desk. This role involves overseeing the delivery of IT help desk services, managing IT help desk support, ensuring platform reliability and security, and collaborating with other IT leaders to support integration efforts and align operational strategies with organizational goals.
This is a full-time on site position Monday - Friday.
Essential Duties & Responsibilities
- Lead Help Desk operations and personnel
- Perform duties as a Help Desk technician as required
- Promote professional growth within the Help Desk personnel
- Ensure the Help Desk always has 2 personnel x 24/7/365 coverage
- Ensure there is overlap of at least 30-minutes between shifts
- Ensure proper handoff takes place between outgoing and incoming shift
- Ensure Help Desk personnel follow the organization’s processes and procedures for interacting with customers, managing their work with an IT service management (SM) ticketing system, and ensuring all actions and approvals are auditable and traceable
- Update Help Desk Standard Operations Procedures (SOPs); Tactics, Techniques, and Procedures (TTPs); Workflows; and user Frequently Asked Questions (FAQs)
- Provide customer onboarding/offboarding tracking and provisioning/permission assignments
- Provide account management support
- Process all IT SM tickets to completion
- Provide 24/7/365 Tier 1 support for all environments and networks supporting end users
- Route tickets to the appropriate sustainment teams for Tier 2/3 support
- Perform data-driven analysis of IT SM tickets (e.g. mean time to resolution analysis) and produce and provide weekly help desk ticket and personnel metrics to the prime project manager
- Assist Cyber Operations with continuous monitoring activities
- Participate in training, testing, and exercises related to incident response and contingency planning
Required Skills & Experience
- Active TS security clearance and eligible for SCI and NATO read-on prior to starting work.
- Meet all requirements to receive a privileged user (PU) account on a TS/SCI information system (e.g. AC2SP) prior to starting work. The requirements are currently defined in DoDD 8140.01.
- Bachelor’s degree in an area related to the labor category with at least 10 years’ experience in providing Tier 1 support of a TS/SCI system.
Application Deadline:
May 12, 2025#CJPOST#LI-onsiteThe SMX salary determination process takes into account a number of factors, including but not limited to, geographic location, Federal Government contract labor categories, relevant prior work experience, specific skills, education and certifications. At SMX, one of our Core Values is to Invest in Our People so we offer a competitive mix of compensation, learning & development opportunities, and benefits. Some key components of our robust benefits include health insurance, paid leave, and retirement.The proposed salary for this position is:$127,500—$204,100 USDAt SMX®, we are a team of technical and domain experts dedicated to enabling your mission.
From priority national security initiatives for the DoD to highly assured and compliant solutions for healthcare, we understand that digital transformation is key to your future success.We share your vision for the future and strive to accelerate your impact on the world. We bring both cutting edge technology and an expansive view of what’s possible to every engagement. Our delivery model and unique approaches harness our deep technical and domain knowledge, providing forward-looking insights and practical solutions to power secure mission acceleration.SMX is an Equal Opportunity employer including disabilities and veterans.Selected applicant may be subject to a background investigation and/or education verification.
