Chenega Corporation
Service Center & Desktop Support Lead
Chenega Corporation, Washington, District of Columbia, us, 20022
Summary
Service Center & Desktop Support Lead Washington, DC Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employers core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level! Chenega Agile Real-Time Solutions (CARS) was created with the purpose of providing integrated enterprise IT support to Federal customers both CONUS and OCONUS. CARS employs Subject Matter Experts (SMEs) with decades of experience working in the Federal marketplace. Chenega Agile Real-Time Solutions (CARS) is seeking a
Service Center & Desktop Support Lead to lead a team of IT Technicians supporting users at the Federal Communications Commission (FCC) Headquarters in Washington, DC, and the Gettysburg, PA campus. The Help Desk Manager will oversee Service Center and Desktop Support operations, ensuring high-quality Tier I/II troubleshooting, workstation setup, VIP/executive support, and efficient ticket resolution. This role is responsible for managing day-to-day operations, mentoring staff, coordinating workload across sites, and maintaining exceptional service delivery for government customers. Responsibilities
Lead and supervise Service Center and Desktop Support Technicians across multiple campuses (Washington, DC, and Gettysburg, PA). Oversee daily operations of ticket management, prioritization, and resolution for hardware, software, and network issues. Manage Service Center operations, including walk-up support, desktop deployments, and in-person troubleshooting. Serve as the primary escalation point for complex technical issues to ensure timely resolution. Maintain and enforce IT service standards, service-level agreements (SLAs), and quality assurance practices. Coordinate and deliver high-level customer service and VIP/executive support for government leadership and staff. Monitor and report on Service Center and Desktop Support performance metrics, trends, and service outcomes. Manage scheduling, staffing, and workload distribution to maintain consistent coverage and service levels across locations. Mentor and coach team members, providing guidance, feedback, and fostering professional growth. Maintain up-to-date documentation, standard operating procedures (SOPs), and knowledge base articles. Partner with IT leadership to implement new tools, processes, and continuous improvements to enhance service delivery. Other duties as assigned. Qualifications
Bachelors degree and 8+ years of relevant experience; OR High school diploma and 12+ years of relevant experience (unfinished college time can be counted as experience) 4+ years in a leadership role
Active CompTIA A+ certification (preferred)
Must be a U.S. citizen and able to obtain Public Trust Clearance Knowledge, Skills, and Abilities: Ability to work independently and yet be effective within a team setting Must be capable of managing multiple efforts with time-related constraints in a fast-paced environment Able to remain composed and professional while speaking to customers Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others. Excellent skills in Microsoft Word, Excel, and other Office applications Ability to train end users on frequently asked technical issues. Ability to provide technical assistance and support over the phone; good phone skills, professional demeanor, and previous customer service experience strongly desired. Good problem-solving skills: ability to visualize a problem/situation and think abstractly to solve it How youll grow At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe theres always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers. Benefits At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits. Learn more about what working at Chenega MIOS can mean for you. Chenega MIOSs culture Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives. Corporate citizenship Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Chenegas impact on the world. Chenega MIOS News-https://chenegamios.com/news/ Tips from your Talent Acquisition Team We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident. To help you with your research, we suggest you review the following links: Chenega MIOS web site -www.chenegamios.com Glassdoor -https://www.glassdoor.com/Overview/Working-at-Chenega-MIOS-EI_IE369514.11,23.htm LinkedIn -https://www.linkedin.com/company/1472684/ Facebook -https://www.facebook.com/chenegamios/ #Chenega Agile Real Time Solutions, LLC Estimated Salary/Wage
USD $85,400.00/Yr. Up to USD $95,000.00/Yr. #J-18808-Ljbffr
Service Center & Desktop Support Lead Washington, DC Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employers core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level! Chenega Agile Real-Time Solutions (CARS) was created with the purpose of providing integrated enterprise IT support to Federal customers both CONUS and OCONUS. CARS employs Subject Matter Experts (SMEs) with decades of experience working in the Federal marketplace. Chenega Agile Real-Time Solutions (CARS) is seeking a
Service Center & Desktop Support Lead to lead a team of IT Technicians supporting users at the Federal Communications Commission (FCC) Headquarters in Washington, DC, and the Gettysburg, PA campus. The Help Desk Manager will oversee Service Center and Desktop Support operations, ensuring high-quality Tier I/II troubleshooting, workstation setup, VIP/executive support, and efficient ticket resolution. This role is responsible for managing day-to-day operations, mentoring staff, coordinating workload across sites, and maintaining exceptional service delivery for government customers. Responsibilities
Lead and supervise Service Center and Desktop Support Technicians across multiple campuses (Washington, DC, and Gettysburg, PA). Oversee daily operations of ticket management, prioritization, and resolution for hardware, software, and network issues. Manage Service Center operations, including walk-up support, desktop deployments, and in-person troubleshooting. Serve as the primary escalation point for complex technical issues to ensure timely resolution. Maintain and enforce IT service standards, service-level agreements (SLAs), and quality assurance practices. Coordinate and deliver high-level customer service and VIP/executive support for government leadership and staff. Monitor and report on Service Center and Desktop Support performance metrics, trends, and service outcomes. Manage scheduling, staffing, and workload distribution to maintain consistent coverage and service levels across locations. Mentor and coach team members, providing guidance, feedback, and fostering professional growth. Maintain up-to-date documentation, standard operating procedures (SOPs), and knowledge base articles. Partner with IT leadership to implement new tools, processes, and continuous improvements to enhance service delivery. Other duties as assigned. Qualifications
Bachelors degree and 8+ years of relevant experience; OR High school diploma and 12+ years of relevant experience (unfinished college time can be counted as experience) 4+ years in a leadership role
Active CompTIA A+ certification (preferred)
Must be a U.S. citizen and able to obtain Public Trust Clearance Knowledge, Skills, and Abilities: Ability to work independently and yet be effective within a team setting Must be capable of managing multiple efforts with time-related constraints in a fast-paced environment Able to remain composed and professional while speaking to customers Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others. Excellent skills in Microsoft Word, Excel, and other Office applications Ability to train end users on frequently asked technical issues. Ability to provide technical assistance and support over the phone; good phone skills, professional demeanor, and previous customer service experience strongly desired. Good problem-solving skills: ability to visualize a problem/situation and think abstractly to solve it How youll grow At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe theres always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers. Benefits At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits. Learn more about what working at Chenega MIOS can mean for you. Chenega MIOSs culture Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives. Corporate citizenship Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Chenegas impact on the world. Chenega MIOS News-https://chenegamios.com/news/ Tips from your Talent Acquisition Team We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident. To help you with your research, we suggest you review the following links: Chenega MIOS web site -www.chenegamios.com Glassdoor -https://www.glassdoor.com/Overview/Working-at-Chenega-MIOS-EI_IE369514.11,23.htm LinkedIn -https://www.linkedin.com/company/1472684/ Facebook -https://www.facebook.com/chenegamios/ #Chenega Agile Real Time Solutions, LLC Estimated Salary/Wage
USD $85,400.00/Yr. Up to USD $95,000.00/Yr. #J-18808-Ljbffr