Helpdesk Manager en Converged Security Solutions

Converged Security Solutions (CSS) is a leading provider of data solutions, full-spectrum security, and IT modernization & optimization services. Through its business units, Evolver and eVigilant, CSS delivers innovative solutions to meet the growing complexities in managing and protecting critical infrastructure for federal, state & local, and commercial customers.

Responsibilities:

The Helpdesk Manager will provide day-to-day support to our users directly and indirectly through two direct reports. This position will be responsible for providing exceptional, high-touch customer support, maintaining documentation related to support needs, managing the support queue, re-engineering processes, leading technical change, and doing whatever it takes to help our customers minimize technology-related disruptions to their work. This is a hybrid role that requires 4 days a week in the office in our Reston, VA headquarters.

Duties include:

• Provide top notch workstation/laptop, printer, tablet, phone, and audio/visual support
• Provision new users and new equipment
• Provide technical onsite and remote support to our users
• Manage a staff of two to assist in delivering support and achieving goals
• Manage the ITSM tool configuration and associated processes (Problem, Incident, Asset, Knowledge)
• Maintain knowledgebase documentation and processes
• Manage devices and policies in Microsoft InTune
• Manage users in Azure Active Directory
• Utilize trouble ticketing software for opening/updating/closing tickets in a timely efficient manner
• Prepare progress/status/SLA reports
• Manage reporting and represent IT in ISO 20000 (Service Management System) compliance
• Assist with ISO 27001 (Information Security Management System) compliance in the areas of service and asset management
• Be available for rotating on-call schedule
• A self-starter with energy, enthusiasm, and a desire to learn and grow in the field of IT is highly desirable

Basic Qualifications:

• Bachelor's degree with 4+ years of relevant experience or 7 years of tier 2 support experience; Certifications and/or experience may be substituted for the degree
• 3 years of prior experience as a service desk/helpdesk lead or manager
• 3 years of experience in M365, Microsoft Windows, Azure Active Directory, and Microsoft Intune configuration is required
• 2 years of experience with Apple Business Manager (ABM), vendor management, VoIP systems, and Microsoft Teams Rooms is desirable
• 3 years of experience in providing high level of customer service

Preferred Qualifications:

• 3 years of prior experience as a service desk/helpdesk lead or manager
• Ability to multi-task and effectively use time management skills
• HDI and/or ITIL certifications
• 7 years of overall experience with increasing responsibilities in information systems management
• 5 years of experience with staff management, recruitment, and retention

Evolver Federal is an equal opportunity employer and welcomes all job seekers. It is the policy of Evolver Federal not to discriminate based on race, color, ancestry, religion, gender, age, national origin, gender identity or expression, sexual orientation, genetic factors, pregnancy, physical or mental disability, military/veteran status, or any other factor protected by law.

Actual salary will depend on factors such as skills, qualifications, experience, market and work location. Evolver Federal offers competitive benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies.