Type of Requisition:
Regular

Clearance Level Must Currently Possess:
Top Secret/SCI

Clearance Level Must Be Able to Obtain:
Top Secret/SCI

Public Trust/Other Required:
None

Job Family:
Technical Support Services

Job Qualifications:

Skills:
Help Desk Support, Help Desk Systems (Inactive), IT Help Desk
Certifications:
None
Experience:
2 + years of related experience
US Citizenship Required:
Yes

Job Description:

HOW A HELP DESK MANAGER (MAC SPECIALIST / QUALITY ASSURANCE) WILL MAKE AN IMPACT:
• Provides advanced technical support for macOS systems, Apple hardware, and associated peripherals in a secure, executive-level federal environment.
• Reviews and monitors active tickets to ensure alignment with established quality standards, accuracy of documentation, and adherence to escalation procedures.
• Partners with the Quality Assurance Coordinator and Training Manager to identify process gaps, develop solutions, and reinforce best practices across the service desk.
• Serves as a technical SME for the Mac team-providing mentorship, guidance, and on-the-job training for Tier 1 and Tier 1.5 technicians.
• Assists with testing, evaluating, and recommending improvements for Apple hardware and software deployments.
• Collaborates with leadership to develop and implement quality improvement initiatives based on service metrics and customer feedback.
• Conducts root-cause analysis on recurring macOS issues and recommends process or configuration changes to reduce incident frequency.
• Documents resolutions, contributes to the knowledge base, and assists in developing training materials focused on Mac support procedures.
• Provides deskside and remote support for executive and VIP users, ensuring minimal disruption and delivering white-glove customer service.
• Coordinates with network and infrastructure teams to resolve complex issues involving VPN, connectivity, and account access.
• Maintains awareness of emerging Apple technologies and integrates lessons learned into operational processes.
• Scope: Serves as a manager-level technical contributor with responsibility for quality assurance and macOS subject matter expertise within the Help Desk. Operates independently with minimal supervision. Moderate complexity.

WHAT YOU'LL NEED TO SUCCEED:

• Required Experience: DESIRED QUALIFICATIONS: BA/BS (or equivalent experience), 5+ years of experience
• Required Technical Skills: CompTIA Security+ (DoD 8570 Compliance) required within 6 months of starting

• Security Clearance Level: Active Top Secret with SCI Eligibility
• Required Skills and Abilities: Must be able to pass a basic English Language assessment test
• Preferred Skills: BS/BA Highly Desired
• Location: On Customer Site, Washington, District of Columbia - This service desk is 24/7/365, occasional shift work may be required.

• Flexible work schedule
• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career

• Professional growth opportunities including paid education and certifications
• Cutting-edge technology you can learn from
• Rest and recharge with paid vacation and holidays

The likely salary range for this position is $107,744 - $126,500. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:
40

Travel Required:
10-25%

Telecommuting Options:
Onsite

Work Location:
USA DC Washington

Additional Work Locations: