Help Desk Manager in Falls Church, VA at Maximus

Date Posted: 11/19/2020

Job Snapshot

Job Description

This position is contingent upon award

Job Duties
•Supervises and coordinates activities of Help Desk Specialists, Coordinators or Technicians
•Identifies, troubleshoots, or resolves information systems problems to minimize down time of applications and personnel
•Assist computer users with hardware and software questions and problems
•This position also fields telephone calls, e-mail messages and other contacts from customers seeking guidance on technical problems

Educations and Experience
•Bachelor's Degree or Master’s Degree and/or equivalency
•Eight (8) years of progressive experience demonstrating the required proficiency

•CompTIA S+ CE/IAM II: SANS GSLC or equivalent
•Professional (expert preferred) level certification for supported technology

Investigations Required
•Tier 3 (T3)

IT Security Designation:


Essential Duties and Responsibilities:
- Manage IT Field Service Staff and IT PC Support Staff in multiple locations.
- Coordinate required systems maintenance with the Office of Information Systems (OIS) staff, vendors and project staff.
- Ensure compliance with corporate security practices/policies for all applications and networks used by line of business staff.
- Recommend changes to policies and establish procedures to increase productivity in consumption of IT services by line of business staff.
- Responsible for building and maintain trusted technology partner relationship with the MAXIMUS line of business leadership.
- Work to fully integrate teams into the Enterprise IT support model and foster cross team support for all areas of MAIXMUS IT, starting with Field Services.

Minimum Requirements:
- Bachelor's degree from an accredited college or university or equivalent experience.
- 5 - 7 years of IT management experience in PC support, help desk, or service desk.
- 5 - 7 years of experience in working with external clients and interfacing with external Client’s management and technical support.
- 2 - 4 years management of remote staff.
- 2 - 4 years of experience in call center centric business.
- 8 - 10 years of experience in managing Windows environment.
- Excellent proficiency in Microsoft applications (Office, Project, Visio).
- Strong knowledge of Active Directory.
- Experience with Services management.
- Hands-on Cisco Telecom platform knowledge.
- Familiarity with end-to-end system management.
- Familiarity with Software versioning and revision control system network protocols, ports and protective measures. Basic to moderate scripting in one or more common administrative languages (PHP/PERL).
- Responsible for adhering to established safety standards.
- Must be able to remain in a stationary position for an extended period of time.
- Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds.
- Work is constantly performed in an office environment.
- Performs other duties as may be assigned by management.
- A+, Network+, Cisco CCNA, CCNP, VMWare VCP, ITIL, PMP certifications desired but not required.
- MCSE certification preferred.
- Excellent written and verbal communication skills.
- Experience writing technical knowledge documents.
- Experience in creating and documenting technical process and procedure documentation.
- Occasional travel as required.
- Works in regular office environment.

MAXIMUS Introduction
Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit
EEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.