HELPDESK MANAGER (ECWM)
Location: Remote, USA.
Type- Future Opportunity: Proposal
Security Clearance: Must possess a Secret Clearance or IT-II Non-Critical Sensitive security clearance
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Who We Are
Horizon Industries Limited (Horizon) is a dynamic IT and Management Consulting firm based in the Washington, DC area. Founded in 1996, Horizon Industries Limited (Horizon) has evolved into a company of highly qualified professionals that provides full-cycle IT Consultant and Management support in both the private and public sectors.
Horizon’s culture is based on our core values, and we PRIDE ourselves on a diverse, employee, and family-centric approach.
Key Responsibilities
This role serves as the senior manager responsible for comprehensive helpdesk operations supporting the Electronic Contract Writing Module (ECWM) and related DoD contracting systems for our client the Defense Logistics Agency (DLA). The position encompasses strategic oversight of all technical support services, including Tier I and Tier II helpdesk operations, system monitoring, incident response coordination, and performance management. The manager ensures seamless delivery of technical support services to DoD contracting professionals, program managers, and system administrators while maintaining high service level standards and continuous improvement initiatives. The role requires deep technical expertise combined with strong leadership capabilities to manage complex helpdesk operations in a Government environment with stringent security, compliance, and availability requirements.
Required Qualifications
- Experience: Five (5) years of relevant experience in technical support, helpdesk operations, or IT service management with progressively increasing responsibility and proven track record of successful team leadership
- Technical Expertise: Strong experience in computer hardware and software systems with demonstrated understanding of system architecture, troubleshooting methodologies, and the relationship between applications and underlying hardware infrastructure
- Systems Knowledge: Comprehensive understanding of how programs utilize computer hardware resources including processing, memory, storage, and network components with ability to optimize performance and resolve resource conflicts
- Management Experience: Proven experience managing helpdesk operations including team supervision, performance monitoring, process improvement, and service level management in enterprise environments
- Professional Certification: Relevant certification from a nationally recognized technical authority (examples include: ITIL Foundation or higher, HDI certifications, CompTIA A+/Network+/Security+, Microsoft Certified Systems Administrator, or equivalent technical management certification)
Education: Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field demonstrating foundational knowledge in technology management and business operations
Preferred Qualifications
- Advanced degree in Information Technology Management, Business Administration, or related field
- ITIL Expert or ITIL Master certification demonstrating advanced service management knowledge
- Project Management Professional (PMP) or equivalent project management certification
- Experience with Government contracting systems (CON-IT, ECWM, FPDS-NG) and understanding of contracting business processes
- Knowledge of DoD/DLA policies, procedures, and compliance requirements
- Experience with Agile methodologies and their application to IT service management
- Advanced certifications in cloud platforms (AWS, Azure, OCI) and enterprise software systems
- Experience with budget management and vendor relationship management
- Knowledge of performance metrics, analytics tools, and business intelligence platforms
Additional Competencies:
- Strong analytical and decision-making skills with ability to assess complex situations and implement effective solutions under pressure
- Excellent organizational and time management capabilities with ability to prioritize multiple competing demands and maintain operational focus
- Adaptability and flexibility to respond to changing technology requirements, user needs, and Government priorities
- Strong attention to detail with commitment to accuracy and quality in all operational processes
- Collaborative approach with ability to work effectively across organizational boundaries and with diverse stakeholder groups
- Commitment to continuous improvement and staying current with emerging technologies and service management best practices
- Results-oriented mindset with focus on achieving performance targets and exceeding customer expectations
This role is essential for ensuring that technical support services effectively enable DoD contracting operations while maintaining the highest standards of service quality, security, and operational excellence in support of critical Government missions
Why you will love working with us/ Perks
- A comprehensive benefits package including healthcare (medical, dental, vision and disability)
- a 401k program where you are 100% vested from day one with an employer match after 90 days.
- an Educational Assistance program.
- a Student Loan Repayment Program
- Gym Reimbursement Program.
- Paid Time off
- Dynamics, passionate, multi-disciplinary team of creative minds to work with and many more.
Horizon is an Equal Employment Opportunity employer, and it is our policy to consider all applicants for employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.
EOE/Vet/Disabled
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