Help Desk Manager
CJ Seto Support Services
 San Diego, CA
CJSeto Support Services, LLC (CJSeto) is looking to fill a contingent position of Help Desk Manager in support of the Command and Control Program Office (PMW 150), providing Systems Engineering & Technical Assistance (SETA) support to the program. The Command and Control (C2) Program Office (PMW 150) is part of the Program Executive Office, Command, Control, Communications, Computers and Intelligence (PEO C4I) and is located in San Diego, CA.

Requirements:

Manage a team of support personnel who troubleshoot and resolve issues. Ensure the help desk staff uses the required tools and software to identify, document, track and resolve reported problems. Plan, prioritize and schedule help desk activities to ensure maximum issue resolutions in minimum time. Develop and train help desk staff. Analyze help desk activities and develop tools and process improvements to optimize service and staff performance. May maintain help desk software and make recommendations for new systems. Typically reports to Unit or department head. Manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Extensive knowledge of department processes. Typically requires more than 5 years experience of related support services experience. 1 to 3 years supervisory experience may be required.

 

Sr. Help Desk Manager

Desire five (5) years help desk experience responding to user complaints and researching and resolving complex problems for computer and network systems. No education or certification requirements

Jr. Help Desk Manager

Desire one (1) year help desk experience responding to user complaints and researching and resolving complex problems for computer and network systems. No education or certification requirements

 

Functions: 

Provide Network and Telecommunications Infrastructure support.

Provide the following Network Management Services: help desk support and desktop support.

Provide systems analysis, technical assistance, and recommendations for the improvement and continued effectiveness of PMW 150 systems.

Provide technical help desk support on an as requested basis. Available support shall include engineering, system administration, user assistance and direction to resolve real or perceived system problems. Support shall include access to include phone, email, and chat capabilities at the appropriate security levels.

Provide input to the Government-designated tracking system(s) for any actions taken.

Record and document all assistance provided using government approved tools and processes. Provide and tabulate daily status updates at the Help Desk Manager level.

Upon problem resolution, provide a final report within five (5) days of an assistance event.

Security Requirements:

• Must have an active secret clearance

• US Citizenship required

Other Qualifications

• Strong analytical and problem solving skills for resolving issues

• Good organization skills to balance work and lead projects

• Good interpersonal skills to interact with customers and team members

• Strong communication skills to interact with team members and support personnel

• Ability to work in a team environment

CJSeto Support Services, LLC (www.cjseto.com) is a VA verified Service Disabled Veteran Owned Small Business (SDVOSB) providing professional services nationwide in environmental compliance, health and safety, training, engineering, logistics, and IT for DoD and other federal agencies.  Our corporate office resides in Ventura, CA and we have branch offices in San Diego, CA; Odon, IN; and Severna Park, MD.  CJSeto is an Equal Employment Opportunity employer and does not discriminate against any employee or applicant for employment because of race, color, religion, national origin, sex, age, sexual orientation, or disability status.