Job Description

Centuria is seeking a Senior Helpdesk Manager for the AFNet Response Center (ARC) at Hanscom AFB, MA. The role involves establishing helpdesk policies, managing a team of system administrators, ensuring customer satisfaction, and maintaining the call center ACD system. The position requires an active Secret clearance and relevant certifications.

Responsibilities

• Establish helpdesk policies and procedures
• Manage phone shift scheduling, ticket routing, resolution, and reporting
• Assist with communication between teams and stakeholders
• Provide system administration support
• Conduct shift stand-ups
• Maintain the Call Center ACD system
• Review customer interactions for quality
• Assign incidents and organize trainings

Requirements

• Bachelor’s degree preferred
• Active DoD Secret Clearance
• IAT II Certification
• ITIL v3 Certification or newer
• 7-9 years of experience managing system administrators
• Experience managing an IT Customer Service Center/Helpdesk
• Experience with call center ACD systems
• Experience with ticketing systems and knowledge base creation
• Experience with ITIL methodologies

Benefits

• No benefits