Abacus Technology

Help Desk Manager

Job Locations US-IL-Scott AFB
Posted Date 1 month ago(7/6/2020 7:01 PM)
Job ID


Abacus Technology is seeking a Help Desk Manager to oversee a team of technical support technicians providing enterprise level support for the HQ Air Mobility Command Surgeon General Medical IT Services program at Scott AFB.  This is a full-time position.


Oversee the help desk technicians and ensure that end users are receiving the appropriate assistance.  Provide help desk support through the following activities:

  • Maintain workstations with current software.
  • Configure, apply, and troubleshoot software upgrades.
  • Perform diagnostics and recovery procedures.
  • Manage software licenses.
  • Support, troubleshoot, and provide training for hardware and software applications.
  • Replace obsolete equipment.
  • Reformat/reimage systems.
  • Install hardware and software upgrades.
  • Provide diagnostic services and system recovery.
  • Sanitize and prepare for shipment or disposal of obsolete equipment/systems.
  • Log, update, and close trouble tickets in a tracking system.
  • Configure workstations.
  • Maintain access control lists.
  • Perform user account maintenance.

Resolve customers’ administrative and technical problems according to their administrative rights via voice, written, or remote-control activities.  Document and track trouble tickets to resolution.  Maintain information on methods used by the contractor or outside source to resolve previous incidents or create a record for future reference if the incident has not been experienced previously.  Provide research and analysis of systems problems, and coordinate with the technical support staff to document findings and events in the Help Desk support management tool.  Monitor and maintain all Help Desk software and hardware so that all Help Desk systems are compliant with current and applicable IT standards.


6+ years experience in help desk or technical support including a lead or supervisory role.  Bachelor’s degree in a related field.  Must hold a certification in compliance with DoD 8570 requirements.  Must have extensive experience with desktop and server hardware and operating systems.  Experience with application support for MS Office, COTS, and proprietary applications.  Familiar with diagnostic utilities.  Demonstrated progressive experience in the management of a technical support team.  Proven track record of developing and providing Service Level Agreements and Help Desk deliverables.  Must have solid relationship management and performance management skills.  Able to motivate and direct staff members and subordinates.  Exceptional written and oral communication skills.  Able to effectively prioritize and execute tasks.  Must be a US citizen and hold a current Secret clearance.


Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.




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