IT Helpdesk Project Manager

Client Solution Architects (CSA) is currently seeking an IT Helpdesk Project Manager onsite at the Washington Navy Yard, DC. CSA Global Inc. is seeking an Information Technology (IT) Helpdesk Project Manager at the Commander Navy Installations Command (CNIC) Headquarters at the Washington Navy Yard, DC. Provides the technical and functional activities needed for the program management of the contract, including productivity and management methods. Manage a full spectrum of services to provide helpdesk and video teleconferencing support services that will permit CNIC to carry out its duties with maximum IT efficiency, enhance CNIC’s readiness and ultimately will contribute to the speed and agility with which CNIC is able to respond to the needs of the war fighter and their families. Onsite/Hybrid/Remote work schedules subject to change based on contract requirements. How Your Role Will Make an Impact: Manage the CNIC Tier II Helpdesk between the hours of 0730 and 1730 Monday through Friday, excluding Government closures (e.g., holidays, snow days). Manage the CNIC Tier II Helpdesk team, providing guidance and prioritization of tasks to the team, problem analysis, tracking and resolution, problem trend analysis, quality assurance follow-ups, and assistance to users in obtaining optimum utilization of their workstations by recommending and overseeing the installation of approved software and hardware to provide enhanced capabilities, and identifying ways to optimize their existing hardware and software configurations. Utilize the G2 Trouble Ticketing tool to ensure all tickets are assigned to a specific technician and resolved within the timeframe, as stated in the Naval Enterprise Networks (NEN) Service Management, Integration, and Transport (SMIT) Performance Work Statement, SLR 31 to 34. Ensure that descriptions, details, and solutions for all incidents are thorough and accurate, and that all incident tickets are properly logged, categorized, prioritized, routed, and resolved within the mutually agreed timeframes. Manage the assignment of four Tier II Helpdesk Technicians assigned to work in Building 111 at the Washington Navy Yard and one Tier II Helpdesk Technician assigned to work in Norfolk, Virginia. Participate, as directed by CNIC, and represent CNIC in established positions in various Navy-wide groups. Evaluate, test, and recommend to CNIC the implementation of new hardware and software technologies that will improve customer efficiency. Guide/assist helpdesk staff in resolving complex user issues that they cannot resolve themselves. This might involve consulting and/or coordinating with other teams, Navy & Marine Corps Internet (NMCI), original equipment manufacturers, vendors, application developers, and possibly bringing in outside help. Assist with the implementation of Navy and CNIC, policies, procedures, and regulations governing authentication to, security of, and access to resources on the network. Ensure that necessary security standards, regulations, guidance, and precautions are adhered to in the operation and maintenance of the Tier II Help Desk, as provided in Department of Defense Regulation 5200.2. Manage the CNIC Tier II Helpdesk documentation. This includes ensuring the documents exist and are up to date. Documents include, but are not limited to, standard operating procedures (SOPs) for all recurring tasks performed by the helpdesk staff, forms, and other documents necessary to manage day-to-day operations and special projects. Deliver technical documentation as directed by the Government’s Technical Representative. Determine work schedules working with the Government’s technical representative to ensure adequate support during peak demand times. Provide a monthly status report, in electronic format. Requirements: What You Will Need to Join Our Award-Winning Team: Clearance: Must possess and maintain a Final Secret Clearance. Bachelor’s degree Minimum of five years of specialized experience with a deep understanding of and expertise in Information Technology What Sets You Apart: Knowledgeable and fully conversant on contract Service Level Requirements, Requirement to Award Process Tool (RAPT). Experience with Next Generation Internet (NGEN)/Navy & Marine Corps Internet (NMCI) transitions, including schedules, rollouts, architecture requirements, and implementation of unique technical requirements. Experience coordinating and resolving NGEN/NMCI issues among CNIC HQ personnel leadership. Will be responsible for ensuring that information and training is disseminated to all levels of the chain-of-command through a Beltway Weekly, Regional meetings, and weekly meetings with customer support managers from Leidos, NCTAMS, LANT, PEO Digital, and Enterprise Services. Technical expertise, with not only a thorough knowledge of all aspects of the NGEN/NMCI program, but also familiarity with the hardware and software used on NMCI. Monitor recurring and claimant specific technical problems associated with the Navy's NGEN/NMCI efforts. Evaluate technical problems and provide pertinent data and recommendations to Leidos, PM NMCI NGEN program office, NCTAMS LANT Customer Relation Management team, and CNIC leadership as required. Minimum of ten years’ experience in managing a help desk team supporting more than approximately 800 customers. Physical Requirements: Sit for extended periods of time and work at a computer workstation Use hands and fingers to operate keyboards, mice, and other input devices Communicate effectively, both verbally and in writing Specific vision abilities required may include close vision, distance vision, depth perception, and the ability to adjust Stand, walk, bend, or reach; Access equipment located in data centers, offices, or under desks Lift and/or move equipment weighing up to 25 pounds Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, in accordance with the Americans with Disabilities Act (ADA). Equal employment opportunity, including veterans and individuals with disabilities. #J-18808-Ljbffr CSA Global LLC