Croop LaFrance
  • Dugway, UT, USA
  • 90-120K DOE
  • Salary
  • Full Time

Medical, Dental, Vision, 401K w/matching, Paid Time Off (Sick/Vacation) and Holiday Pay, monthly stipend, annual retention bonus


Help Desk Manager

Location: Dugway Proving Grounds Dugway, UT

About Croop-LaFrance, Inc.

Croop-LaFrance is a privately held, New York State minority-certified company founded in 1995 and located in Verona, NY. In 2015, Croop-LaFrance was acquired by Oneida Technical Solutions, an 8(a)-certified IT firm owned by the Oneida Indian Nation.  


Croop-LaFrance is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, genetic information or any other protected characteristic under applicable law. 


The Contractor shall:

Manages help desk and technical service-related operations for the DPG NEC. Oversees the work of IT contract staff to ensure that all jobs are completed on time, with proper documentation and to customer specification. Responsible for recognizing, researching, isolating and resolving information systems problems. Documents, tracks, and monitors problems using applicable systems and tools. May coordinate with other teams or departments to resolve user issues. Responsible for designing and implementing improved Help Desk processes or operational policies. Recommends changes to services to fulfill customer needs in the most efficient manner possible. Manages contract staff in the day-to-day performance of their jobs to meet requirements set forth in PWS. Ensures that project/department milestones/goals are met and adhere to the contract. Has extensive knowledge of department processes.

Additionally, the Contractor shall:


    • Provides support to end users for computer, application, system, device, access and hardware issues. Identifies, researches and resolves technical problems of moderate complexity. Responds to telephone, email and on line requests for technical support.
    • Acts as a second level for user support and providing occasional administrative support for the NEC.
    • Analyzes and resolves problems, interprets policies, and demonstrates solid subject matter knowledge in support and C4IM service models.
  • Apply thorough understanding and knowledge of information systems products and services to assist internal users relating to matters of a more complex nature.


  • Providing ongoing and adequate training on new and existing systems to technical support contract staff.
  • Required to be up-to-date on the latest products for which Contractor's provide support.
  • Subject matter expert on system operations and learns what the most common inquiries will likely be. It is the responsibility of the Help Desk Manager to clearly impart that information to Contract staff.
  • Required to prepare work schedules that guarantee adequate customer service coverage at all times.
  • Develop or update guidelines and procedures to enhance the quality of the help desk team.
  • Coordinates referrals to appropriate technical, professional or service personnel for appropriate services, repairs, training and follow-up.
  • Monitors customer communications and notes the areas in which interactions seem unclear or needs improvement. Incorporating positive changes into help desk relations improves both customer and employee satisfaction.
  • This equates to a total of approximately 2087 man hours required per year historically.
  • The Contractor shall complete approximately 50 Remedy tickets per month.


 Help Desk Manager position requirements:

  • Minimum five years in-depth experience with Microsoft Operating Systems, SCCM Management Console, Microsoft Office applications (e.g. Win10, Microsoft Office Professional 2013), printers, scanners, MFDs and other common desktop applications such as Adobe Acrobat, Tumbleweed, etc.; ability to quickly learn unique GOTS applications.
  • Excellent customer service skills; project a positive image and professional manner at all times; ability to work within the confines of a set time schedule.
  • Knowledge and experience communicating desktop support concepts to technical and non-technical personnel; ability to develop technical documents and produce system design documentation.
  • Subject matter expert in Windows Operating Systems, Network Printers and Active Directory, servers and client, Windows application software to include the Microsoft Office suite, Microsoft Exchange/Outlook, Microsoft Internet Explorer, Firefox and Chrome.
  • Basic Networking Skills
  • Strong knowledge and experience troubleshooting PC hardware configuration and software applications preferred
  • Strong problem solving skills in a fast-paced environment.
  • Ability to learn new and complex tools as required.
  • Organizational skills.
  • Supervisory experience a plus.


Help Desk Manager Certification requirements:

  • Active Security + Baseline certification At contract start date.
  • MCSA Windows 10 - At contract start date.
  • CCNA (Cisco Certified Network Associate)
  • Secret Clearance


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In Compliance with the ADA Amendments Acts (ADAAA), if you have a disability and would like to request an accommodation

in order to apply for a position with our organization, please call 315-829-8967 or e-mail

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