Senior Desktop Support Lead & Helpdesk Manager
Universal Technical Resource Services, Inc.Universal Technical Resource Services, Inc. (UTRS) is currently seeking a Senior Desktop Support Lead & Helpdesk Manager to join our team! At UTRS, we enjoy the benefits of working in a collaborative environment of close-knit team members. As a company, we provide a wide range of leading-edge engineering, management, and digital services to the public and private sectors. We are looking for someone that will support our mission to consistently deliver creative, high-quality, technology-based services to our customers on time and within budget.
This position will be overseeing and guiding our desktop support team. The ideal candidate will bring deep technical expertise, strong leadership capabilities, and a proactive approach to service delivery. This role requires hands-on experience with SCCM, Active Directory, software packaging and deployment, and STIG compliance—particularly for SQL Servers. The candidate should also have a proven track record of managing helpdesk operations and mentoring technical staff.
This position is located at Picatinny Arsenal, NJ.
What will you be doing?
This position will be a key member of the Desktop Support team. Duties include:
- Leading and managing the daily operations of the Helpdesk team, ensuring timely and effective resolution of user issues.
- Serving as the escalation point for complex technical issues and provide hands-on support when needed.
- Overseeing SCCM operations including software packaging, deployment, patching, and advertisement.
- Ensuring compliance with DoD STIGs, with a focus on SQL Server hardening and documentation.
- Managing and maintaining Active Directory objects, group policies, and user account lifecycle.
- Developing and maintaining standard operating procedures (SOPs), knowledge base articles, and training materials.
- Monitoring helpdesk metrics and KPIs to drive continuous improvement.
- Coordinating with other IT teams to support infrastructure upgrades, migrations, and security initiatives.
- Mentoring junior technicians and foster a culture of accountability and technical excellence.
What skills will the ideal candidate have to be successful?
This position will require the following skillsets and experience:
Required Qualifications:
- 10+ years of experience in IT support, with at least 3+ years in a leadership or supervisory role.
- Active Secret Security Clearance
- CompTIA Security+ (must be current and valid)
- Strong hands-on experience with:
- Microsoft SCCM (packaging, deployment, reporting)
- Active Directory (user/group management, GPOs)
- STIG implementation, especially for SQL Server
- Experience with software deployment tools and scripting (e.g., PowerShell).
- Familiarity with ITIL or similar service management frameworks.
- Excellent communication, organizational, and problem-solving skills.
Preferred Qualifications and Experience:
- Certifications such as:
- Network+, or A+
- HDI Support Center Team Lead or ITIL Foundation
- Microsoft Certified: Modern Desktop Administrator Associate
- Experience with Army ticketing systems (e.g., AESMP, AESD).
- Familiarity with virtualization platforms (e.g., VMware, Hyper-V).
- Experience supporting DoD or federal environments.
Read about our benefits here: Our Benefits - UTRS | Thinking Forward
UTRS is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. UTRS is a drug-free workplace with pre-employment drug testing and background verifications.
For more information or to apply now, go to the website below:
https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf
https://www.dol.gov/agencies/ofccp/vevraa/self-id-form