Job Description
Job Title: VIP Support Help Desk Manager Location: Pentagon Clearance Required: TS/SCI Employment Type: Full-time, Contract Salary: 165K - 175K Job Summary: We are seeking a highly skilled VIP Support Help Desk Manager to oversee IT support operations for high-level Department of Defense (DoD) personnel. The ideal candidate will lead a team of IT professionals in providing white-glove technical support, managing service requests, and ensuring operational efficiency for VIP users. This position requires strong leadership, experience in IT service management, and a deep understanding of DoD policies and cybersecurity requirements, with a focus on rapid response and discretion when handling executive-level support requests. Key Responsibilities: Manage VIP Help Desk Operations: Oversee day-to-day IT support services for senior leadership and high-ranking DoD officials, ensuring seamless and uninterrupted technical assistance. Executive-Level Support: Provide direct, high-touch IT support for VIP users, ensuring rapid issue resolution with minimal disruption. Team Leadership: Lead and mentor a team of Help Desk technicians specialized in handling executive IT needs, ensuring adherence to best practices and performance standards. Incident Management: Monitor and prioritize VIP tickets, escalate critical issues promptly, and implement solutions to reduce downtime. Compliance & Security: Ensure all IT support operations align with DoD cybersecurity requirements and contractual obligations, maintaining strict confidentiality. Process Improvement: Develop and refine standard operating procedures (SOPs) to enhance service delivery and efficiency for VIP users. Customer Support & Communication: Act as the primary liaison between VIP end users, IT teams, and senior leadership, ensuring effective communication and white-glove service. Reporting & Metrics: Track key performance indicators (KPIs), generate reports, and present data-driven insights for process improvements in VIP support. Training & Development: Conduct training sessions for Help Desk staff to maintain technical proficiency and awareness of security best practices when dealing with high-level personnel. Qualifications & Requirements: Education: Bachelor's degree in IT, Computer Science, or related field (or equivalent work experience). Experience: 5+ years of experience in IT support, with at least 2 years in a management or supervisory role handling VIP/executive support. Certifications (Required): ITIL and CompTIA Security+ Security Clearance: Active TS/SCI clearance required. Technical Skills: Strong knowledge of Windows environments, networking principles, and IT service management (ITSM) tools. Communication: Excellent verbal and written communication skills with the ability to interact with VIP personnel and executive leadership effectively. Problem-Solving: Ability to analyze complex technical issues and implement effective solutions under pressure. Discretion & Professionalism: Demonstrated ability to handle sensitive information with the utmost professionalism and confidentiality.