Supervisor, Desktop Support - LCG, Inc.

Location: Bethesda, MD (Hybrid)

LCG is a minority-owned technology consulting firm that has been a trusted partner to more than 40 federal agencies, including 21 of the 27 Institutes and Centers (ICs) at the National Institutes of Health (NIH). For over 25 years, LCG has brought digitization and innovation to the Health and Human Services (HHS) and the NIH ecosystems. We support IT organizations by bringing precision technology and operation models that achieve mission capabilities and performance success.

Position Description:

LCG. Inc. is seeking a Desktop Support Manager to oversee and mentor a 12+ member team of desktop support technicians providing Tier 2 advanced technical support services. The Lead is responsible for providing strong technical experience in providing technical solutions and support to hardware, software and operating systems in an inter-networked environment. The candidate must have excellent communication skills, interpersonal skills, and the ability to work effectively with all organizational levels. The candidate will work independently and communicate work assignments to team members at other locations. The candidate must be aware of project management concepts and must have ability to initiate new projects and create planning documents, communication plans, and multiple status reports. An advanced understanding of ServiceNow reporting is required.

Duties and Responsibilities:

• Leading a team of desktop support engineers for daily tasks, scheduling, status reporting, mentoring.
• Initiate and execute projects including planning, monitoring progress, and reporting to senior management on current status.
• Updating and maintaining images for desktops and laptops.
• Laptop installation and troubleshooting. Basic Hardware upgrades for PC’s and Mac’s, adding RAM, HDD etc.
• Full disk encryption for laptops and desktops.
• Active Directory administration, Usage of Active Directory Users and Computers, for computer accounts, user accounts, distribution lists and security groups.
• File Server connectivity for clients, with associated file permissions and drive mappings.
• Security configurations and settings for Windows and Mac clients.
• Printer configuration and support for Windows and Macs.
• Software upgrade and installation for Windows and Macs.
• Network services troubleshooting and connectivity, including wireless.
• Mobile Devices support including Apple and Blackberry.
• Windows, MS Office and custom application support.
• Patch workstations with critical updates and latest antivirus definitions as well as other areas in network security.
• Utilize Microsoft 365 Copilot to enhance productivity by automating documentation processes, drafting project specifications, generating reports, and summarizing technical discussions, while guiding team members in leveraging AI tools for improved collaboration and efficiency.

Requirements:

• 5+ years of experience with Mac OSX and Windows administration and desktop support.
• Demonstrated ability to maintain a customer-service focus and attitude at all times.
• Must be able to work on multiple projects/priorities in a deadline-driven environment.
• Must be able to remain calm in pressure situations and adapt quickly to change.
• Ability to use online resources including KB articles and forums for troubleshooting.
• Must be able to create or revise SOP’s to achieve operational efficiency.
• Must have Patch Management experience for Windows and Macs.
• HHS Experience a plus.
• Demonstrated experience supporting client configuration, administration and network access in Microsoft server environments.
• Expert Knowledge of basic computer hardware, including Dell computers and laptops, printers, and mobile devices (Tablets, and Cell phones).
• Expert Experience with desktop operating systems, including Windows, VMWare, Windows Mobile 6.0 - 6.5, and Windows 8.1.
• Extensive application support experience and knowledge of Microsoft Office 2010 products to include Publisher, Outlook, Access, Power Point, Excel, Word, Project, Visio, Lync, Front Page, Adobe Pro, Citrix, VPN, OneNote, Windows 7, 8, 8.1 and SharePoint, MS Teams, Zoom, and cloud technologies.

Desired:

• Ability to leverage AI-driven tools like Microsoft Co-Pilot for operational efficiency, automation, and enhanced support processes.

Compensation and Benefits 

The projected compensation range for this position is $100,675 to $123,700 per year benchmarked in the Washington, D.C. metropolitan area. The salary range provided is a good faith estimate representative of all experience levels. Salary at LCG is determined by various factors, including but not limited to role, location, the combination of education/training, knowledge, skills, competencies, certifications, and work experience. 

LCG offers a competitive, comprehensive benefits package which includes health insurance options (medical, dental, vision), life and disability insurance, retirement plan contributions, as well as paid leave, federal holidays, professional development, and lifestyle benefits. 

Devoted to Fair and Inclusive Practices  

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.  

If you are interested in applying for employment with LCG and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department by email at hr@lcginc.com. 

Securing Your Data 

Beware of fraudulent job offers using LCG's name. LCG will never request payment-related details or advancement of money during the application process. Legitimate communication will only come from lcginc.com or system@hirebridgemail.com emails, not free commercial services like Gmail or WhatsApp. If you receive suspicious emails asking for payment or personal information, contact us immediately at hr@lcginc.com. 

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.