Help Desk Manager with Security Clearance

Gridiron IT is seeking a Help Desk Manager local to Rome, NY with an active Secret clearance. * Provide Remedy training as needed to existing or new staff to ensure proper and consistent usage * Ensure work area coverage through contract hours including receiving and proactively managing contacts from staff if they are unable to report to work for their scheduled shift. * Assign and establish priorities; coordinate efforts to expedite workflow and ensure work is completed in a timely fashion in accordance with established SLAs, policies and procedures * Develop team effectiveness through coaching, communication, motivation and mentoring * Champion a customer-focused technically competent team that is able to deliver services that meet or exceed the needs of the organization * Track and monitor individual performance metrics to measure effectiveness and productivity * Coach, motivate and mentor weaker team members to improve overall team performance. * Document and report noted performance issues to the User Services Lead. * Act as the Point of Contact for client escalations and operational issues. * Identify, analyze and communicate customer support trends through analysis of ticket and phone call data * Conduct assessments/audits of service delivery performance objectives to identify opportunities for improvement, correctives actions and mitigation strategies. * Attend client meetings and provide feedback to staff. * Design policies and standard operating procedures, job aides and checklists * Monitor service calls and emails to observe help desk staff''s demeanor and technical accuracy to ensure courteous, timely, and effective resolution of end user issues; provide feedback as needed * Provide training to new hires and continual training to staff on operational procedures JOB REQUIREMENTS MINIMUM REQUIREMENTS: * Bachelor''s Degree in IT-related discipline preferred * Ability to obtain and maintain a secret clearance * 5+ years as a Help Desk Manager. * Experience with Remedy software. * Effective time management and multi-tasking skills, as well as strong interpersonal and communications abilities to report up-channel as needed. * Successful, proven experience applying ITIL in a Help Desk Environment * Experience with Remedy software. * Ability to obtain and maintain a Secret Clearance * CompTIA Security+ Certification * Must be available to work on-site between the hours of 7AM - 5PM and outside of standard hours by special arrangement * Available via phone 24/7. PREFERRED EDUCATION AND EXPERIENCE: * Experience with a DoD Help Desk operations preferred * At least one (1) year experience with Windows desktop support * At least two (2) years experience working knowledge of remote tools Position Objectives: * Review/Respond daily to remedy tickets, meeting all SLAs * Attend meetings when required * Must stay current with all government mandated training * Must enter and respond to remedy trouble tickets meeting SLAs outlined in the Performance Metrics

Created: 2025-10-04