C3EL · 2 months ago
Senior Help Desk Manager
Fort Shafter Flats, HI
Full-time
Onsite
Senior Level, Lead/Staff
8+ years expC3EL is seeking a cleared Senior Help Desk Manager to join their on-site team at Fort Shafter Flats in Honolulu, Hawaii. This position is responsible for managing and providing leadership to a tiered Help Desk team supporting multi-classification network environments, ensuring service level compliance, and providing expert troubleshooting across hardware, software, and network systems in support of Department of Defense missions.
Information Technology
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Lead and manage Tier I–III Help Desk operations supporting SIPR, NIPR, and CENTRIX networks
Supervise Help Desk staff to ensure timely incident resolution and adherence to established Service Level Agreements (SLAs)
Manage and track service tickets using Altiris Help Desk and Remedy systems
Oversee incident response, escalation procedures, and shift coverage to maintain continuous support
Troubleshoot and resolve complex hardware and software issues across workstations, servers, and mobile devices
Provide support for A/V equipment, Active Directory, and command-specific applications (ITRS, iPERMS, DTS, etc.)
Manage OS delivery and deployment methods using Altiris Deployment Solution (DS) and SCCM
Support and troubleshoot USARC-specific application servers, including RCAS, RLAS, and DMO
Ensure compliance with DoD and organizational cybersecurity policies and procedures
Develop and maintain Help Desk documentation, knowledge base entries, and performance metrics
Qualification
Required
U.S. Citizenship
An active, in-scope US Government issued Secret clearance
Current DoD-8570 IAT Level 2 baseline certification (Security+ CE, or equivalent)
Minimum of eight (8) years of experience providing IT support services in a tiered Help Desk environment
Extensive experience in Altiris Help Desk and Remedy ticket tracking systems
Extensive experience in managing Help Desk personnel and ensuring SLA compliance
Extensive experience in troubleshooting within SIPR, NIPR, CENTRIX, and STAMIS environments
Extensive experience in Active Directory, A/V, servers, and mobile devices
Extensive experience in OS deployment and software delivery (Altiris DS, SCCM, etc.)
Extensive experience in USARC-specific systems such as RCAS, RLAS, and DMO
Extensive experience in troubleshooting command applications (ITRS, iPERMS, DTS, etc.)
Preferred
Experience supporting DISA, USARPAC, and USARC IT Tiered Support Services
Extensive knowledge of Altiris Help Desk Solution, Altiris Deployment Solution, and Altiris Software Delivery environments
Company
C3EL
C3EL is a Uniquely-Qualified Defense Company, with Engineers, Technicians, Logisticians, and supporting staff.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Laura Hoernig
Chief Executive Officer
Recent News
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