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Helpdesk Manager

Washington, DC, USA

Req #646

Wednesday, July 2, 2025

**Koniag Management Solutions,** a Koniag Government Services company, is seeking a Helpdesk Manager with a Top-Secret clearance with the ability to obtain a SCI to support **KMS** and our government customer in Washington, DC. _This position is for a Future New Business Opportunity_ .

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

Koniag Management Solutions, a Koniag Government Services company, is seeking an experienced Help Desk Manager to lead technical support operations and SCIF security management for our government client. This position requires an active Top-Secret clearance with eligibility to obtain SCI access. The role combines technical leadership, team management, and security oversight responsibilities. This position is based in Washington, DC and includes on-call requirements.

Essential Functions, Responsibilities & Duties may include but are not limited to:

The Help Desk Manager will oversee all aspects of Tier I and II technical support operations while managing SCIF security protocols and team performance. Key responsibilities include:

+ Manage and supervise help desk staff and daily operations

+ Oversee SCIF security procedures and access control

+ Develop and monitor service level agreements (SLAs)

+ Create and maintain technical documentation and procedures

+ Establish performance metrics and generate management reports

+ Train and mentor help desk specialists

+ Manage escalations and VIP support issues

+ Oversee inventory and asset management

+ Coordinate video teleconference services

+ Develop and implement help desk processes

+ Manage classified system access and security protocols

+ Ensure compliance with security requirements

+ Handle personnel scheduling and resource allocation

Education and Experience:

Required:

+ Associate's degree with 4 years of experienceOR

+ Minimum 6 years of related help desk management experience

+ Active Top Secret clearance with ability to obtain SCI

Required Skills and Competencies:

+ Current CompTIA Security+ CE certification

+ One or more additional required certifications (CySA, CCNA, GICSP, or GSEC)

+ Experience managing help desk operations

+ Knowledge of ITIL service management principles

+ Strong understanding of security protocols in classified environments

+ Experience with SLA development and monitoring

+ Team leadership and personnel management skills

+ Expertise in technical support processes

+ Knowledge of SCIF operations and security requirements

+ Strong problem-solving and escalation management abilities

+ Excellence in customer service and communication

+ Ability to manage on-call rotation and emergency response

Desired Skills and Competencies:

+ Bachelor's degree in related field

+ Additional security certifications

+ Experience managing classified facilities

+ Prior military or intelligence community experienced

+ Knowledge of government IT processes

+ Project management experience

+ Change management expertise

+ Experience with performance metrics and reporting

+ Background in training development

+ Vendor management experience

+ Budget management skills

+ Process improvement expertise

Our Equal Employment Opportunity Policy

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.

The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at [email protected] or by calling 703-488-9377 to request accommodations.

_Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit_ _www.koniag-gs.com_ _._

_Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352_

Other details

+ Job Family Proposal Positions

+ Pay Type Salary

+ Washington, DC, USA

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