Help Desk Manager – TS/SCI Clearance Required

Location: Washington, DC (Onsite – SCIF/Collateral Space)
Clearance: Active Top Secret with eligibility for Sensitive Compartmented Information (SCI)
NS3 Operations Support Services – Department of Commerce

Position Summary:

The Help Desk Manager provides daily leadership for NS3’s Tier I and Tier II support teams, overseeing both technical troubleshooting and secure facility operations. This individual is responsible for managing queue and SLA performance, directing help desk staff, maintaining SCIF access control, and ensuring consistent, compliant IT support for classified and unclassified systems. This position also serves as the SCIF/Collateral Security Manager and is mission-critical to maintaining the operational posture of secure Department of Commerce environments.

Core Responsibilities:

• Supervise phone and in-person IT support for email, directories, operating systems, desktop applications, and contract-deployed solutions across PC and Mac platforms.
• Manage Tier 2 support queue and all incident escalation workflows; monitor service levels and provide daily, weekly, and monthly reports.
• Ensure implementation and maintenance of SOPs, imaging procedures, asset tracking, and hardware refresh
• Personally handle VIP support issues until closure; monitor high-priority ticket resolution.
• Provide daily direction to staff covering printers, copiers, phones, and user devices; ensure consistent staffing during operating hours.
• Serve as the SCIF and Collateral Security Manager, including access control, visitor management, alarm monitoring, compliance documentation, and daily facility scheduling.
• Conduct preliminary inquiries of classified information mishandling and recommend follow-up actions.
• Maintain automated and physical records of facility access and actions; manage hoteling assignments for secure spaces.
• Develop and maintain the help desk knowledge base and training materials; train, coach, and schedule help desk specialists.
• Communicate security responsibilities and enforce access controls for NS3 classified networks.
• Provide incident response, resolution, and root cause analysis; oversee end-user satisfaction and continuous improvement.
• Monitor industry trends and provide recommendations to optimize service speed, cost, and quality.

Minimum Qualifications:

Education & Experience (One of the following):

• Associate’s Degree (AA/AS or equivalent) plus at least 4 years of IT/help desk experience, OR
• A minimum of 6 years of directly related experience with no degree required

Security Clearance:

• Active Top Secret with eligibility to access Sensitive Compartmented Information (SCI)

Certifications (at least one required – DoD 8570 IAT Level II compliant):

• CompTIA Security+ CE
• Cybersecurity Analyst (CySA+)
• Cisco Certified Network Associate (CCNA)
• Global Industrial Cyber Security Professional (GICSP)
• GIAC Security Essentials (GSEC)

Preferred Qualifications:

• Experience managing help desk or IT support operations within SCIF environments
• Prior COMSEC or classified facility management responsibilities
• Familiarity with ServiceNow, Remedy, or similar ticketing systems
• Experience creating or enforcing Service Level Agreements (SLAs) and escalation protocols

Work Schedule:

• Onsite support required Monday–Friday, 7:00 AM – 5:00 PM (excluding Federal holidays)
• Core coverage hours: 9:00 AM – 3:00 PM with two-person staffing during core, some on-call required