C3EL
Verified live 8h ago
Senior Help Desk Manager
Brief overview
Customer SiteIn-person
High SchoolOr in progress
8+ yrsMinimum
226 H-1B approvalsDept. of Labor
Clearance requiredU.S. government
Help Desk managementIT supportService Level Agreement (SLA) complianceTicket tracking systems (Altiris, Remedy)Incident response and escalationHardware and software troubleshootingActive DirectoryA/V supportOS deployment (Altiris DS, SCCM)USARC-specific systems (RCAS, RLAS, DMO)Command applications (ITRS, iPERMS, DTS)Cybersecurity policy complianceDocumentation and knowledge base developmentPerformance metrics tracking
About the company
C3ELc3el.com
A provider of government contracting services and quality management.
Visa sponsorship history
4 years sponsoring, last filed FY2026
Data powered by U.S. Department of Labor. This does not guarantee sponsorship for this specific role.226H-1B approved
99%approval rate
117new H-1B hires
H-1B Petition ApprovalsVisas USCIS actually granted: the strongest sign the company sponsors.
202355
202466
202579
202626
Job description
**CONTINGENT UPON CONTRACT AWARD**
Overview:
Job Title: Senior Help Desk Manager
Security Clearance: Secret
Location: Fort Shafter Flats, HI
(Due to the nature of the work and contract requirements, U.S. Citizenship is required.)
Description:
C3EL is seeking a cleared Senior Help Desk Manager to join our on-site team at Fort Shafter Flats in Honolulu, Hawaii. This position is responsible for managing and providing leadership to a tiered Help Desk team supporting multi-classification network environments. 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 in support of Department of Defense missions.
Responsibilities will include, but not be limited to:
- 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.
- Oversee incident response, escalation procedures, and shift coverage to maintain continuous support.
- 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.
Minimum Qualifications:
- U.S. Citizenship.
- An active, in-scope US Government issued Secret clearance.
- Current DoD-8570 IAT Level 2 baseline certification (Security+ CE, or equivalent).
- Minimum of eight (8) years of experience providing IT support services in a tiered Help Desk environment.
- Extensive experience in:
- Altiris Help Desk and Remedy ticket tracking systems
- Managing Help Desk personnel and ensuring SLA compliance
- Troubleshooting within SIPR, NIPR, CENTRIX, and STAMIS environments
- Active Directory, A/V, servers, and mobile devices
- OS deployment and software delivery (Altiris DS, SCCM, etc.)
- USARC-specific systems such as RCAS, RLAS, and DMO
- Troubleshooting command applications (ITRS, iPERMS, DTS, etc.)
Preferred Qualifications:
- Experience supporting DISA, USARPAC, and USARC IT Tiered Support Services.
- Extensive knowledge of Altiris Help Desk Solution, Altiris Deployment Solution, and Altiris Software Delivery environments.
Education:
- A minimum of a High School diploma or equivalent is required.
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