Location: Presidio of Monterey, CA
Clearance: Secret
Overview: Leads IT support services, escalated issue resolution, and end-user environment sustainment.
Responsibilities:
- Manage Tier II/III support teams for desktops, servers, and user apps.
- Implement ITSM processes and ensure SLA compliance.
- Apply updates, patches, and endpoint security controls.
- Document workflows and train IT staff.
- Track and report service desk performance metrics.
Core Competencies:
- ITIL/ITSM practices
- Desktop/server troubleshooting
- Mentoring and team leadership
- Enterprise support tool integration
Requirements:
- Education: BA/BS with 5+ years OR AA/AS with 7+ years.
- Certifications: IAT II, PMI cert, Windows or Apple Certified Technician.
- Experience: 5–7 years ITSM/desktop/server support leadership.
- Technical Screening:
- Advanced knowledge of Microsoft desktop and server OS.
- Advanced knowledge of Microsoft SQL, Exchange, SharePoint.
- Familiarity with Ivanti Management Suite, Microsoft SCCM, or Jamf Pro.
- Endpoint management and configuration security.