Horizon Industries, Limited ยท 2 months ago
HELPDESK MANAGER (ECWM)
United States
Full-time
Remote
Senior Level
5+ years expHorizon Industries Limited is a dynamic IT and Management Consulting firm based in the Washington, DC area. The Helpdesk Manager is responsible for overseeing comprehensive helpdesk operations supporting the Electronic Contract Writing Module (ECWM) and related DoD contracting systems, ensuring high service level standards and continuous improvement initiatives.
ConsultingCRMInformation Technology
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
This role serves as the senior manager responsible for comprehensive helpdesk operations supporting the Electronic Contract Writing Module (ECWM) and related DoD contracting systems
The position encompasses strategic oversight of all technical support services, including Tier I and Tier II helpdesk operations, system monitoring, incident response coordination, and performance management
The manager ensures seamless delivery of technical support services to DoD contracting professionals, program managers, and system administrators while maintaining high service level standards and continuous improvement initiatives
The role requires deep technical expertise combined with strong leadership capabilities to manage complex helpdesk operations in a Government environment with stringent security, compliance, and availability requirements
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field demonstrating foundational knowledge in technology management and business operations
Must possess a Secret Clearance or IT-II Non-Critical Sensitive security clearance
Five (5) years of relevant experience in technical support, helpdesk operations, or IT service management with progressively increasing responsibility and proven track record of successful team leadership
Strong experience in computer hardware and software systems with demonstrated understanding of system architecture, troubleshooting methodologies, and the relationship between applications and underlying hardware infrastructure
Comprehensive understanding of how programs utilize computer hardware resources including processing, memory, storage, and network components with ability to optimize performance and resolve resource conflicts
Proven experience managing helpdesk operations including team supervision, performance monitoring, process improvement, and service level management in enterprise environments
Relevant certification from a nationally recognized technical authority (examples include: ITIL Foundation or higher, HDI certifications, CompTIA A+/Network+/Security+, Microsoft Certified Systems Administrator, or equivalent technical management certification)
Preferred
Advanced degree in Information Technology Management, Business Administration, or related field
ITIL Expert or ITIL Master certification demonstrating advanced service management knowledge
Project Management Professional (PMP) or equivalent project management certification
Experience with Government contracting systems (CON-IT, ECWM, FPDS-NG) and understanding of contracting business processes
Knowledge of DoD/DLA policies, procedures, and compliance requirements
Experience with Agile methodologies and their application to IT service management
Advanced certifications in cloud platforms (AWS, Azure, OCI) and enterprise software systems
Experience with budget management and vendor relationship management
Knowledge of performance metrics, analytics tools, and business intelligence platforms
Benefits
Healthcare (medical, dental, vision and disability)
A 401k program where you are 100% vested from day one with an employer match after 90 days.
An Educational Assistance program.
A Student Loan Repayment Program
Gym Reimbursement Program.
Paid Time off
Company
Horizon Industries, Limited
Horizon Industries is an information technology company offering IT and management consultancy services.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Nate Gentzel
Chief Operating Officer
Company data provided by crunchbase