• Desktop Support Manager (Enterprise IT)

    Posted Date 7 months ago(9/12/2018 2:39 PM)
    Job ID
    # of Openings
    Job Location(s)
    Information Technology
  • Overview

    Medical Science & Computing (MSC) is an exciting growth oriented company, dedicated to providing mission critical scientific and technical services to the Federal Government. We have a distinguished history of supporting the National Institutes of Health (NIH) and other government agencies. MSC offers a dynamic and upbeat work environment, excellent benefits and career growth opportunities.


    We attract the best people in the business with our competitive benefits package that includes medical, dental and vision coverage, 401k plan with employer contribution, paid holidays, vacation, Medical and Flexible Spending Accounts, Pre-Tax Transit Assistance and tuition reimbursement. If you enjoy being a part of a high performing, professional service and technology focused organization, please apply today!

    Duties & Responsibilities

    MSC is currently searching for a Desktop Support Manager to support the National Institutes of Health (NIH). This opportunity is full-time, and it is on site in Raleigh, NC (Research Triangle Park – RTP).


    Position Summary:

    Serves as the Desktop Support Manager for a large, complex task order. The Desktop Support Manager shall provide ITIL-based service desk management for local and remote users in support of common desktop software packages and scientific instrument controllers hosted in physical and virtual environments at the National Institutes of Health. The Service Desk Manager will assess current operations and implement continuous improvement to ensure adequate coverage, elevate service levels, and integrate support for existing and new technologies.

    Skills & Responsibilities:

    • Provide Desktop Support Management expertise and leadership in delivering distributed Tier I-II-III support for all Windows, Mac, and standard Linux desktop platforms.
    • Manage IT support for end users and work with other groups as required to resolve incidents and fulfill requests within agreed upon service level agreements (SLAs).
    • Maintain appropriate levels of inventory for desktops, laptops, and peripherals.
    • Install, configure, troubleshoot, and resolve incidents related to computer hardware, software (COTS, GOTS, custom), web sites, instrument controllers, VoIP equipment, and conference room equipment.
    • Ensure compliance with all security and operational policies and procedures, including the United States Government Configuration Baseline.
    • Audit imaging, patching, and rollout of new applications to workstations and servers.
    • Support network infrastructure and IP management for local area network devices.
    • Support secure operations by maintaining anti-virus and endpoint security applications and remediating vulnerabilities, security violations, and incidents within designated time constraints.
    • Assist with systems administration, troubleshooting, and resolutions.
    • Implement and coordinate effective problem management strategies, tools, and procedures.
    • Ensure outstanding customer service both at desk-side and via remote tools such as Bomgar, Cisco Jabber, Microsoft Lync, and Windows Remote Control.
    • Establish productive working relationships and maintain effective communication with the user community and government and contractor leads.
    • Direct and coordinate desktop support for Windows, Mac and Linux, including hardware and software inventory and licensing and replacement planning.
    • Support and maintain IP telephony, conference rooms, and audio visual equipment.
    • Supervise and coordinate the work of tech support staff; manage and monitor the work of contracted vendors.

    The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.



    • B.S. degree from an accredited institute in a relevant discipline (information systems, computer science or engineering, etc). An additional four years of relevant technical experience may be substituted for the Bachelor's Degree.
    • Minimum of 10 years’ experience in technical user support with at least 5 years coordinating coverage, allocating resources, and supervising staff members with various roles and certifications
    • Meet all requirements for obtaining and maintaining a Public Trust Clearance
    • Experience in ITIL-based service delivery
    • Familiarity with the National Institutes of Health and the Enterprise Project Life Cycle (EPLC)
    • Knowledge of Network Operations and Systems Administration
    • Experience supporting Mac (OS 10.6 and above), Linux (Ubuntu, SciLinux, CentOS, RedHat, SuSE, etc.), and all Windows desktop platforms
    • Experience with remote support tools (Windows Remote Control, MS Lync, Cisco Jabber, Bomgar)
    • Experience with enterprise level ticketing systems such as ServiceNow, Remedy, etc.
    • Experience working with the National Institutes of Health (NIH) is a must
    • Experience as a manager for an IT infrastructure and helpdesk/service desk contracts
    • Experience working in agile environments is a plus
    • Experience in research organizations
    • Experience supporting enterprise level environments on a 24x7 basis
    • Understanding of Cloud or High Performance Computing Environments
    • Ability to read, write and communicate in English


    • Project Management Institute (PMI) certified Project Management Professional (PMP) preferred
    • Eligible to satisfy Security Clearance/IT access requirement –Security Access Control (SAC)/IT level – 5b
    • HDI Desktop or Service Manager certifications is required
    • ITIL v3 preferred

    Medical Science & Computing is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.


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