ConceptSolutions
Concept Solutions is seeking an *IT Service Desk Manager* to join a professional team supporting the FAAs Command, Control, and Communications (C3) office. The C3 office provides daily IT support to over 300 end users and ensures continuity of emergency operations. During national emergencies, natural disasters, or equipment malfunctions, the C3 office is responsible for rapidly delivering alternate communication services.
The IT Service Desk Manager is a working leader with 50% management and 50% helpdesk support responsibilities. This position manages a team of five IT Service Desk professionals, overseeing daily operations, shift rotations, and emergency response. The Manager is responsible for hiring, developing, retaining, and evaluating team members, ensuring service quality, and maintaining FAA IT security compliance. This is 100% on-site position located the FAA HQ located in Washington, DC.
Key Responsibilities:
* Respond to technical assistance requests in person, via phone, and electronically * Diagnosing and resolving hardware and software issues * Research questions using available resources and documentation * Direct others to follow FAA IT security policies and user agreements * Coordinate Service Desk support at C3 COOP facilities as needed * Manage a team of 5 Service Desk staff across rotating shifts, ensuring full coverage * Balance 50% management / 50% hands-on technical work * Hire, train, develop, and retain team members * Conduct performance management reviews, provide feedback, and implement improvement plans * Ensure team members open, close, and escalate tickets in a timely manner * Identify procedural gaps and implement operational improvements * Maintain up-to-date Service Desk policies, procedures, and best practices * Manage shift schedules to ensure 24/7 coverage and adequate staffing * Participate in rotational shiftwork as needed for hands-on support
Must have an active Secret Clearance with the ability to obtain an interim Top-Secret Clearance or higher.
Compensation: $100K to $125K
Compensation is not guaranteed and may vary based on qualifications, location, and contractual requirements. Actual salary may fall outside the stated range.
Requirements
* Bachelors Degree in engineering, math, and science and 8+ years of relevant experience with 5+ years of helpdesk leadership experience * An additional 8 years of relevant experience in lieu of a Bachelor's degree * Proven experience managing IT support teams (minimum 5 direct reports preferred) * Strong hands-on technical skills in hardware, software, and IT support processes * Experience with shift scheduling and rotational coverage in a helpdesk environment * Familiarity with FAA IT security policies and emergency operations support * Excellent leadership, communication, and people management skills
*Company Profile:*
Founded in 1999 and headquartered in Reston, Virginia, Concept Solutions, LLC (CS) is a leading small business in technology, engineering, and management consulting. We are the innovative and agile force behind strategic solutions that enhance organizational efficiency and safeguard our nation across Aerospace, Defense, and National Security sectors.
For over 25 years, CS has been a trusted partner for the Federal Aviation Administration (FAA), Department of Homeland Security (DHS), Department of Justice (DOJ), Department of Defense (DoD) and other federal agencies delivering vital IT, security, and project management services.
Our commitment to excellence is reflected in our adherence to CMMI-DEV ML3, ISO 9001:2015, ISO/IEC 20000-1:2018, and ISO/IEC 27001-1:2013 standards. CS boasts company highlights that include:
* Over two decades of experience across over $300 million in contract awards supporting critical FAA programs * Multiple contract vehicles providing opportunities across FAA, DoD, NOAA, and other Federal agencies * Innovation Council - CS maintains an active Internal Research and Development (IR&D) program that is geared towards identifying emerging technologies and pursuing technological innovations
At CS, we know our success stems from our talented team. Thats why we prioritize the wellbeing and growth of our employees, fostering a positive culture centered on innovation, engagement, and career development.
*Benefits:* Concept Solutions offers a competitive benefits and salary package you would receive from a large company. We offer health, dental, vision and life insurance, as well as a comprehensive 401(k) plan with matching and immediate vesting.
Concept Solutions is an Equal Opportunity Employer, and we value workplace diversity. We invite resumes from all interested parties and consider applicants for all positions without regard to race, color, religion, sex, national origin, age, marital status, sexual preference, personal appearance, family responsibility, the presence of a non-job-related medical condition or physical disability, matriculation, political affiliation, veteran status, or any other legally protected status. Concept Solutions is a VEVRAA federal contractor, and we request priority referral of veterans for available positions.
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Application Question(s): * Manage a team of five Service Desk employees * Ability to respond to technical assistance requests by diagnosing and resolving hardware and software issues
Experience: * relevant : 8 years (Preferred)
Security clearance: * Secret (Preferred)
Ability to Commute: * Washington, DC 20024 (Preferred)
Work Location: In person by Jobble
The IT Service Desk Manager is a working leader with 50% management and 50% helpdesk support responsibilities. This position manages a team of five IT Service Desk professionals, overseeing daily operations, shift rotations, and emergency response. The Manager is responsible for hiring, developing, retaining, and evaluating team members, ensuring service quality, and maintaining FAA IT security compliance. This is 100% on-site position located the FAA HQ located in Washington, DC.
Key Responsibilities:
* Respond to technical assistance requests in person, via phone, and electronically * Diagnosing and resolving hardware and software issues * Research questions using available resources and documentation * Direct others to follow FAA IT security policies and user agreements * Coordinate Service Desk support at C3 COOP facilities as needed * Manage a team of 5 Service Desk staff across rotating shifts, ensuring full coverage * Balance 50% management / 50% hands-on technical work * Hire, train, develop, and retain team members * Conduct performance management reviews, provide feedback, and implement improvement plans * Ensure team members open, close, and escalate tickets in a timely manner * Identify procedural gaps and implement operational improvements * Maintain up-to-date Service Desk policies, procedures, and best practices * Manage shift schedules to ensure 24/7 coverage and adequate staffing * Participate in rotational shiftwork as needed for hands-on support
Must have an active Secret Clearance with the ability to obtain an interim Top-Secret Clearance or higher.
Compensation: $100K to $125K
Compensation is not guaranteed and may vary based on qualifications, location, and contractual requirements. Actual salary may fall outside the stated range.
Requirements
* Bachelors Degree in engineering, math, and science and 8+ years of relevant experience with 5+ years of helpdesk leadership experience * An additional 8 years of relevant experience in lieu of a Bachelor's degree * Proven experience managing IT support teams (minimum 5 direct reports preferred) * Strong hands-on technical skills in hardware, software, and IT support processes * Experience with shift scheduling and rotational coverage in a helpdesk environment * Familiarity with FAA IT security policies and emergency operations support * Excellent leadership, communication, and people management skills
*Company Profile:*
Founded in 1999 and headquartered in Reston, Virginia, Concept Solutions, LLC (CS) is a leading small business in technology, engineering, and management consulting. We are the innovative and agile force behind strategic solutions that enhance organizational efficiency and safeguard our nation across Aerospace, Defense, and National Security sectors.
For over 25 years, CS has been a trusted partner for the Federal Aviation Administration (FAA), Department of Homeland Security (DHS), Department of Justice (DOJ), Department of Defense (DoD) and other federal agencies delivering vital IT, security, and project management services.
Our commitment to excellence is reflected in our adherence to CMMI-DEV ML3, ISO 9001:2015, ISO/IEC 20000-1:2018, and ISO/IEC 27001-1:2013 standards. CS boasts company highlights that include:
* Over two decades of experience across over $300 million in contract awards supporting critical FAA programs * Multiple contract vehicles providing opportunities across FAA, DoD, NOAA, and other Federal agencies * Innovation Council - CS maintains an active Internal Research and Development (IR&D) program that is geared towards identifying emerging technologies and pursuing technological innovations
At CS, we know our success stems from our talented team. Thats why we prioritize the wellbeing and growth of our employees, fostering a positive culture centered on innovation, engagement, and career development.
*Benefits:* Concept Solutions offers a competitive benefits and salary package you would receive from a large company. We offer health, dental, vision and life insurance, as well as a comprehensive 401(k) plan with matching and immediate vesting.
Concept Solutions is an Equal Opportunity Employer, and we value workplace diversity. We invite resumes from all interested parties and consider applicants for all positions without regard to race, color, religion, sex, national origin, age, marital status, sexual preference, personal appearance, family responsibility, the presence of a non-job-related medical condition or physical disability, matriculation, political affiliation, veteran status, or any other legally protected status. Concept Solutions is a VEVRAA federal contractor, and we request priority referral of veterans for available positions.
Apply View All Jobs
Application Question(s): * Manage a team of five Service Desk employees * Ability to respond to technical assistance requests by diagnosing and resolving hardware and software issues
Experience: * relevant : 8 years (Preferred)
Security clearance: * Secret (Preferred)
Ability to Commute: * Washington, DC 20024 (Preferred)
Work Location: In person by Jobble