Help Desk Manager

This is a 100% remote role for candidates based in the Washington D.C. Metro Area (D.C., Maryland, Virginia). Candidates can be located within a 2-hour commute from Alexandria, Virginia.

Note:
This position may require an active security clearance at the time of application.

Viderity is seeking a Help Desk Manager who will lead our IT support team in delivering exceptional service across the organization. This role is responsible for ensuring operational excellence, streamlining support workflows, and driving continuous improvement in ticket resolution and user satisfaction. The Help Desk Manager will bring hands-on technical expertise, strong leadership capabilities, and a passion for developing high-performing teams. As the primary escalation point and liaison with other IT functions, this role plays a pivotal part in shaping our user experience and IT service reputation.

Key Responsibilities:

• Design, develop, and maintain complex software applications and systems.

• Manage installations, upgrades and configurations of desktop hardware and software.

• Assist employees with computer related issues (via helpdesk, phone, and email)

• Manage the flow, prioritization, and assignment of helpdesk tickets and requests.

• Coordinates responses to trouble reports.

• Lead and mentor the Help Desk and IT Support staff, promoting a culture of accountability, service excellence, and continuous improvement.

• Partner with cross-functional teams (Operations, Engineering, HR, and Product) to proactively support their evolving technological needs.

• Partner with the cybersecurity team to investigate security related activities and incidents.

• Recommend desktop hardware and software purchases.

• Maintain helpdesk team support rotation and coverage schedules.

• Develop a rollout plan for a variety of upgrade projects.

•  Assist in the selection process for new helpdesk related solutions.

•  Author or edit user guides and system documentation.

• Review and assist with prioritizing support projects, keeping milestones updated in a timely manner.

Required Skills:

• Bachelor’s degree in information technology, Computer Science, or related degree.

• Five (5) years relevant help desk management experience

• Strong experience in computer hardware and software systems. Understands how programs use computer hardware.

Required Security Clearance:

o Access Level: IT-2

o Sensitivity Level: Secret/Non-critical Sensitive 109 JETS 2.0 RFQ # SP4709-25-Q-

   7002 DAI Application Support Services

o Type of Investigation: Current Tier 3 (T3) or National Agency Check with Local

   Agency Check and Credit Check (NACLC) at time of proposal submission.

DoD 8570.01-M Certification: N/A Exception: If the employee ever requires any Privileged system access, then DOD 8570.01-M, IA & CE certifications are required.

o IA Technical (IAT)/IA Management (IAM) Level: IAT Level II

o IA Baseline Certification: Attachment_3_DOD 8570 Approved Baseline    

   Certifications_Full_20210526

o CE/OS Certificate: Attachment_4_DLA Approved CS CE List_v28_20230221.  

   Certification must be applicable to the Oracle based DAI Application Environment

Salary range:

$98,000 -$115,000 annually (depending on experience and qualifications)

Benefits:

• • 401(k) Plan with Company Matching

  • Health Insurance (Medical, Dental, Vision)

  • Paid Time Off (PTO) and Holidays

  • Retirement Planning Support

  • Professional Development Opportunities

  • Life and Disability Insurance