Position Summary:

The Information Technology Senior Manager is responsible for administering and supporting IT services at 1 or multiple sites in a region; primarily through face-to-face interactions, as well as telephone and remote support. The successful applicant will be expected to work in a hands-on capacity, as well as oversee direct staff and/or third-party resources. The position requires broad IT understanding in desktop hardware, networking principals, OS, management systems, productivity applications, telephony, and desktop support.

Responsibilities & Duties:

•  Deploys end-user workstations and accessories for new hires
• Performs hardware refresh on pre-determined cycle, OS Management; MS Windows 7/10 Professional
• Hardware inventory management and recycling
• On-boarding and off-boarding employees
• Leadership and management for potential onsite direct staff, outsourced resources and applicable vendor relationships
• Provides timely attention to all internal Helpdesk requests, for local and remote based users
• Assesses the validity of the requests as they arrive, ensures the details within the ticket are complete and that the impact and criticality of the issue is correctly assessed. Does their best to resolve the issue if able. Re-allocates and/or escalates requests as appropriate
• Hardware and application software upgrades to meet business needs
• Prioritization of time sensitive business requests and smart decision making to ensure minimal user impact for their regular work day
• Manage end-user focused projects like site refreshes, software updates
• Vulnerability remediation and patching
• Planned maintenance, User adds, moves, and changes
• Provides initial incident response for unplanned system outages or security threats. Sends out notifications and engages the relevant personnel as appropriate
• Assists with basic maintenance and support for user account administration, e-mail, VPN, telephony, cloud-based file sharing, meeting collaboration software, print/fax, end-point security and all other systems
• Leverages best practices approach towards projects, implementations, and issue resolution; ability to provide status updates and reports
• Creates and maintains efficient documentation for IT Standards, Policies, Procedures and KB
• Maintains a high level of communication and positive professional relations with our current and/or future vendors and suppliers
• Responsible for knowing and complying with applicable Quality Management System, Information Security, Regulatory Compliance and process requirements as they apply to their area of responsibility
• Provide “smart hands” for Infrastructure Team
• Other duties as assigned

Minimum Qualifications:

•  Bachelor’s degree in related IT or Management field required
• 7 years minimum IT experience working in end-user services (help desk, desk side support)
• Must be able to obtain and retain a 6-C Security clearance

Preferred Qualifications:

•  8 years of cumulative end user services experience with progressive experience to a similar IT site leader role in an office or call center of 100-200 staff
• IT site supervisory experience
• An active 6C suitability clearance
• Hands-on direct experience in the following areas:  outsourced vendor and resource management, team management and mentoring, supporting a multi-location environment, ITIL best practice and methodologies, working within a service desk ticketing system, basic project, and, management principals, Office buildouts and relocations

Knowledge Skills, and Abilities

•  Excellent customer support and a willingness to “roll up your sleeves” will be critical for success
• Keyboarding skills and proficiency with software knowledge, to include Microsoft Office
• Demonstrated experience with and troubleshooting of network protocols (TCP/IP, DNS, DHCP)
• Excellent interpersonal, written, and oral communication skills required
• Strong customer service and presentation skills, must be able to analyze customer needs and reach acceptable solutions in a timely manner
• Able to effectively manage team members while participating at a hands-on level
• Able to maintain confidentiality of information and systems required
• Conduct that supports the company’s ethics, core values, and compliance programs
• Must be committed to a high standard of safety and security
• Must be willing and able to comply with all safety laws, safety policies, and security policies
• Must be willing to report safety and security violations and potential safety and security violations to appropriate supervisor or management

Other Information:

•  Must be available to work a flexible/rotating work schedule, including after hours, weekends, and holidays
• Available to travel, as needed
• Position requires the ability to speak and hear 50% of the time
• Must be able to lift to 50 pounds

 Equal Opportunity Employer:

Central Research is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Click here to view the Equal Employment Opportunity Posters.

If you’d like to view a copy of the company’s affirmative action plan, please call 703-382-1970. 

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact our recruiting office at (703) 382-1363. This telephone line is reserved solely for job seekers with disabilities requesting accessibility assistance or an accommodation in the job application process. Please do not call about the status of your job application if you do not require accessibility assistance or an accommodation. Messages left for other purposes, such as following up on an application or non-disability related technical issues, will not receive a response.

NOTE:  This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job.  It is intended to describe the general nature and work responsibilities of the position.  This job description and the duties of this position are subject to change, modification and addition as deemed necessary by the Company