IT Helpdesk Project Manager

Description Client Solution Architects (CSA) is seeking an IT Helpdesk Project Manager at the Commander Navy Installations Command (CNIC) Headquarters in Washington Navy Yard, DC. This full‑time role provides the technical and functional activities required for program management of the contract, ensuring helpdesk and video teleconferencing support services that allow CNIC to operate efficiently and respond to war fighter and family needs. Onsite/Hybrid/Remote schedules may change based on contract requirements. How Your Role Will Make An Impact Manage the CNIC Tier II Helpdesk between 0730 and 1730 Monday through Friday, excluding government closures. Lead the Tier II Helpdesk team, providing guidance and prioritization, problem analysis, tracking, resolution, trend analysis, QA follow‑ups, and assistance to users in optimizing workstation use, including approved software and hardware installations. Utilize the G2 Trouble Ticketing tool to assign tickets to technicians and resolve them within the timeframe specified in the Naval Enterprise Networks (NEN) Service Management, Integration, and Transport (SMIT) Performance Work Statement, SLR 31 to 34. Ensure all incidents are thoroughly documented, accurately categorized, properly routed, and resolved within agreed timeframes. Assign four Tier II Helpdesk Technicians to Building 111, Washington Navy Yard and one Technician to Norfolk, Virginia. Participate and represent CNIC in Navy‑wide groups as directed by CNIC. Evaluate, test, and recommend new hardware and software technologies to improve customer efficiency. Assist helpdesk staff in resolving complex user issues that cannot be resolved locally, coordinating with other teams, NMCI, OEMs, vendors, application developers, and external help as needed. Support the implementation of Navy and CNIC policies, procedures, and regulations governing authentication, security, and access to network resources. Adhere to security standards, regulations, guidance, and precautions as outlined in Department of Defense Regulation 5200.2. Maintain CNIC Tier II Helpdesk documentation, ensuring SOPs, forms, and other documents are current and support day‑to‑day operations and special projects. Deliver technical documentation as directed by the Government’s Technical Representative. Coordinate work schedules with the Government’s Technical Representative to ensure adequate support during peak demand times. Prepare and provide a monthly electronic status report. Requirements Final Secret Clearance (maintain). Bachelor’s degree. Minimum of five years of specialized IT experience with deep understanding and expertise in Information Technology. What Sets You Apart Knowledgeable on Contract Service Level Requirements and the Requirement to Award Process Tool (RAPT). Experience with NGEN/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. Responsible for disseminating information and training to all levels of the chain‑of‑command through Beltway Weekly, Regional meetings, and weekly meetings with customer support managers from Leidos, NCTAMS, LANT, PEO Digital, and Enterprise Services. Technical expertise and familiarity with all aspects of the NGEN/NMCI program, including 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 data and recommendations to Leidos, PM NMCI NGEN program office, NCTAMS LANT Customer Relationship Management team, and CNIC leadership as required. Minimum of ten years’ experience managing a help desk team supporting more than approximately 800 customers. Physical Requirements Sit for extended periods 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). #J-18808-Ljbffr Client Solution Architects