Senior Help Desk Manager

Role Summary

• Job Title: Senior Help Desk Manager
• Security Clearance: Secret
• Location: Fort Shafter Flats, HI

(Due to the nature of the work and contract requirements, U.S. Citizenship is required. )

Description

C3EL is seeking a cleared Senior Help Desk Manager to join our on-site team at Fort Shafter Flats in Honolulu, Hawaii. This position is responsible for managing and providing leadership to a tiered Help Desk team supporting multi-classification network environments. The Senior Help Desk Manager will oversee daily IT support operations, ensure service level compliance, and provide expert troubleshooting across hardware, software, and network systems in support of Department of Defense missions.

Responsibilities

Responsibilities will include, but not be limited to

• Lead and manage Tier I–III Help Desk operations supporting SIPR, NIPR, and CENTRIX networks.
• Supervise Help Desk staff to ensure timely incident resolution and adherence to established Service Level Agreements (SLAs).
• Manage and track service tickets using Altiris Help Desk and Remedy systems.
• Oversee incident response, escalation procedures, and shift coverage to maintain continuous support.
• Troubleshoot and resolve complex hardware and software issues across workstations, servers, and mobile devices.
• Provide support for A/V equipment, Active Directory, and command-specific applications (ITRS, iPERMS, DTS, etc.).
• Manage OS delivery and deployment methods using Altiris Deployment Solution (DS) and SCCM.
• Support and troubleshoot USARC-specific application servers, including RCAS, RLAS, and DMO.
• Ensure compliance with DoD and organizational cybersecurity policies and procedures.
• Develop and maintain Help Desk documentation, knowledge base entries, and performance metrics.

Requirements

• U.S. Citizenship.
• An active, in-scope US Government issued Secret clearance.
• Current DoD-8570 IAT Level 2 baseline certification (Security+ CE, or equivalent).
• Minimum of eight (8) years of experience providing IT support services in a tiered Help Desk environment.
• Extensive experience in:
• Altiris Help Desk and Remedy ticket tracking systems
• Managing Help Desk personnel and ensuring SLA compliance
• Troubleshooting within SIPR, NIPR, CENTRIX, and STAMIS environments
• Active Directory, A/V, servers, and mobile devices
• OS deployment and software delivery (Altiris DS, SCCM, etc.)
• USARC-specific systems such as RCAS, RLAS, and DMO
• Troubleshooting command applications (ITRS, iPERMS, DTS, etc.)

Preferred Qualifications

• Experience supporting DISA, USARPAC, and USARC IT Tiered Support Services.
• Extensive knowledge of Altiris Help Desk Solution, Altiris Deployment Solution, and Altiris Software Delivery environments.

Education

• A minimum of a High School diploma or equivalent is required.