Senior Helpdesk Manager

Job Title: Senior Helpdesk Manager, AFNet Response Center (ARC)

Location: Hanscom AFB, MA

Clearance: Secret

Program: CSS3

Company Description:

Centuria, a Service-Disabled Veteran-Owned Small Business (SDVOSB), has been delivering IT, Engineering, and Scientific solutions to the Federal Government since 2002. During our two decades of service, we have earned the trust and respect of our government clients for the simple reason that we have great people who are experts in their fields and take pride and ownership in everything they do.

The Washington Post has recognized Centuria Corporation as one of the top workplaces in the DC Metro area for 2024. This award celebrates nationally recognized companies that make the world a better place to work together by prioritizing a people-centered culture and giving employees a voice. The Top Workplaces USA award is based entirely on feedback from an employee engagement survey completed by the employees of participating workplaces. Centuria is honored to have been awarded this distinction. 

Program Description:

The Air Force’s Cyber Support Services 3 (CSS3) contract will primarily support the sustainment and technical refresh of existing base infrastructure IT equipment and other IT systems that fall outside the initial scope of Enterprise Information Technology as a Service (EITaaS). A key Government objective is ensuring that both vendor-based EITaaS systems and Air Force-managed systems operate within a unified information framework, utilizing common tools and processes whenever feasible. To facilitate this transition, the Government will assist the CSS3 Contractor in migrating legacy tools and processes to align with the new EITaaS framework.

Job Responsibilities:

·       Establish policies and procedures for the effective operation of help desk including, but not limited to, the following.

·       Phone shift scheduling

·       Ticket routing

·       Ticket resolution

·       Ticket status reporting

·       Assist with communications between the Tier II/III team and the SME/FER teams located throughout the AF.

·       Maintain communication with the program manager regarding any issues with service delivery requirements.

·       Assist with communications to stakeholders on high priority incidents that require constant updates.

·       As a system administrator, assist with daily operations as needed to resolve incidents in a timely manner.

·       Perform shift start and end stand-ups to keep the team informed on current tasks at hand as the shifts rotate.

·       Maintain the Call Center ACD system

·       Review calls, tickets, and customer interactions regularly to ensure customer satisfaction and proper service delivery.

·       Assign incidents to technicians utilizing the work-share systems and KANBAN design to ensure equal work is being performed.

·       Organize and administer trainings to ensure all technicians are trained in common and current issues.

Job Requirements:

·        Bachelor’s degree in related technical discipline, or MIS related field is preferred but not mandatory.

·        Active DoD Secret Clearance

·        IAT II Certification (CompTIA Security+ or equivalent)

·        ITIL v3 Certification or newer

·       7-9 years of experience in managing a team of system administrators with skills in troubleshooting, investigating, diagnosing, and resolving IT incidents in an enterprise environment.

·       Experience in managing an IT Customer Service Center/Helpdesk assisting users utilizing phones, and emails.

·       Experience with managing a call center ACD system.

·       Experience with ticketing systems and annotation of work completed.

·       Annotation of this work will also be incorporated in a knowledge base for future use by others.

·       Experience managing a helpdesk with ITIL methodologies.