Job Description

Job Description

Job Description

Converged Security Solutions (CSS) is a leading provider of data solutions, full-spectrum security, and IT modernization & optimization services. Through its business units, Evolver and eVigilant, CSS delivers innovative solutions to meet the growing complexities in managing and protecting critical infrastructure for federal, state & local, and commercial customers.

Responsibilities:

The  Helpdesk Manager will provide day-to-day support to our users directly and indirectly through two direct reports. This position will be responsible for providing exceptional, high-touch customer support, maintaining documentation related to support needs, managing the support queue, re-engineering processes, leading technical change, and doing whatever it takes to help our customers minimize technology-related disruptions to their work. This is a hybrid role that requires 4 days a week in the office in our Reston, VA headquarters.

Duties include:

• Provide top notch workstation/laptop, printer, tablet, phone, and audio/visual support
• Provision new users and new equipment
• Provide technical onsite and remote support to our users
• Manage a staff of two to assist in delivering support and achieving goals
• Manage the ITSM tool configuration and associated processes (Problem, Incident, Asset, Knowledge)
• Maintain knowledgebase documentation and processes
• Manage devices and policies in Microsoft InTune
• Manage users in Azure Active Directory
• Utilize trouble ticketing software for opening/updating/closing tickets in a timely efficient manner
• Prepare progress/status/SLA reports
• Manage reporting and represent IT in ISO 20000 (Service Management System) compliance
• Assist with ISO 27001 (Information Security Management System) compliance in the areas of service and asset management
• Be available for rotating on-call schedule
• A self-starter with energy, enthusiasm, and a desire to learn and grow in the field of IT is highly desirable

Basic Qualifications:

• Bachelor's degree with 5+ years of relevant experience or 7 years of tier 2 support experience; Certifications and/or experience may be substituted for the degree
• 3 years of prior experience as a service desk/helpdesk lead or manager
• 3 years of experience in M365, Microsoft Windows, Azure Active Directory, and Microsoft Intune configuration is required
• 2 years of experience with Apple Business Manager (ABM), vendor management, VoIP systems, and Microsoft Teams Rooms is desirable
• 3 years of experience in providing high level of customer service

Preferred Qualifications:

• 3 years of prior experience as a service desk/helpdesk lead or manager
• Ability to multi-task and effectively use time management skills
• HDI and/or ITIL certifications
• 7 years of overall experience with increasing responsibilities in information systems management
• 5 years of experience with staff management, recruitment, and retention

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