Job Description

Centuria, a Service-Disabled Veteran-Owned Small Business, seeks a Senior Helpdesk Manager to oversee the AFNet Response Center (ARC) at Hanscom AFB, MA. This role involves establishing help desk policies, managing communications, and ensuring efficient ticket resolution within the CSS3 program, supporting the sustainment and technical refresh of existing base infrastructure IT equipment.

Responsibilities

• Establish help desk policies and procedures
• Manage phone shift scheduling, ticket routing, and resolution
• Report ticket status
• Facilitate communication between teams
• Maintain communication with the program manager
• Assist with stakeholder communications
• Assist with daily system administration
• Conduct shift start and end stand-ups
• Maintain the Call Center ACD system
• Review calls and tickets
• Assign incidents to technicians
• Organize and administer trainings

Requirements

• Bachelor's degree preferred
• Active DoD Secret Clearance
• IAT II Certification (CompTIA Security+ or equivalent)
• ITIL v3 Certification or newer
• 7-9 years of experience managing a team of system administrators
• Experience managing an IT Customer Service Center/Helpdesk
• Experience with managing a call center ACD system
• Experience with ticketing systems

Benefits

• No benefits