Senior Help Desk Manager

We are seeking a Senior Help Desk Manager to join our on-site team at Fort Shafter Flats in Honolulu, Hawaii. The Senior Help Desk Manager will oversee daily IT support operations, ensure service level compliance, and provide expert troubleshooting across hardware, software, and network systems.

Requirements

• Lead and manage Tier I–III Help Desk operations supporting SIPR, NIPR, and CENTRIX networks.
• Supervise Help Desk staff to ensure timely incident resolution and adherence to established Service Level Agreements (SLAs).
• Manage and track service tickets using Altiris Help Desk and Remedy systems.
• Troubleshoot and resolve complex hardware and software issues across workstations, servers, and mobile devices.
• Provide support for A/V equipment, Active Directory, and command-specific applications (ITRS, iPERMS, DTS, etc.).
• Manage OS delivery and deployment methods using Altiris Deployment Solution (DS) and SCCM.
• Support and troubleshoot USARC-specific application servers, including RCAS, RLAS, and DMO.
• Ensure compliance with DoD and organizational cybersecurity policies and procedures.
• Develop and maintain Help Desk documentation, knowledge base entries, and performance metrics.