CSD Helpdesk Lead

About the role

Delta Solutions and Strategies is seeking a Lead CSD Help Desk Administrator to support US Space Command (USSPACECOM) J6.

Responsibilities

• Lead a team of CSD Help Desk Administrators to coordinate helpdesk activities, ensure cross-team and cross-building coordination, properly allocate resources across facilities to ensure response times are met, and coordinate with the Executive Communications Administrator Lead as necessary.
• Operate, maintain, and provide input to USSPACECOM J6 IT systems, infrastructure, and related software/hardware resources.
• Analyze helpdesk metrics to identify trends and recommend improvements to reduce downtime and enhance user support.
• Occasionally act as a Tier I resource to resolve frontline technical issues.
• Exercise independent judgment to diagnose and implement solutions for issues on SIPR, NIPR, and JWICS networks.
• Maintain and improve endpoint management standards, including imaging, configuration, and deployment workflows.
• Coordinate with system/capability owners and IT leadership to resolve software/network issues beyond local administrative access.
• Aid in the development and refinement of SOPs and IT process documentation for classified systems.
• Ensure proper handling and accountability of IT hardware through full lifecycle management and DoD disposal policies.
• Support IT posture during real-world and exercise-based contingency operations.
• Track and manage tickets using USSPACECOM’s helpdesk system and serve as a technical liaison between users and capability owners.

Requirements

• A BS degree in Information Technology, Cybersecurity, Data Science, Information Systems, or Computer Science.
• Excellent customer service skills including customer relationships, responsiveness, and timely resolution of job tickets, and the ability to problem-solve creatively in time-sensitive situations.
• Demonstrated ability to lead small technical teams (approx. 10 staff) and apply Help Desk performance metrics to improve customer satisfaction, response times, and overall efficiency.
• Core and Additional Knowledge, Skills, and Abilities Tasks (KSATs) defined in the DoD Cyber Workforce Framework for Work Role 451 Intermediate.
• Experience with unclassified network enterprise, classified Secret network enterprise, Secret Releasable LANs, TS-SCI LAN, the gateway servers.
• Experience providing Tier 3 and Tier 4 service desk and job control functions, solving issues and configurations on military devices such as desktops, mobile devices, and printers.
• Experience performing trend analysis on fielded equipment and systems to identify adverse equipment performance.

Qualifications

• Required Certifications: Comp TIA Security+
• Desired Certifications: Cloud+, GICSP, GSEC, or SSCP certification

Skills

• Strong organizational and time management skills.
• Ability to work independently and as part of a team.
• Knowledge of ITIL best practices and experience with ITIL processes.
• Experience with Microsoft Office Suite and IT management tools.
• Understanding of cybersecurity principles and practices.
• Ability to communicate effectively with both technical and non-technical stakeholders.

Benefits

Delta Solutions and Strategies offers a comprehensive benefits package including medical, dental, vision, life insurance, 401(k), paid time off, paid holidays, parental leave, military leave, and jury duty leave. The salary range for this position is $85,000 - $105,000. Final salary is determined based on experience and qualifications.

Pay

The salary range for this position is $85,000 - $105,000. Final salary is determined based on experience and qualifications.

Schedule

Full-time position.

Benefits

• Medical
• Dental
• Vision
• Life Insurance
• 401(k)
• Paid Time Off
• Paid Holidays
• Parental Leave
• Military Leave
• Jury Duty Leave

Company Information

We are an Equal Opportunity Employer. We do not and will not discriminate in employment and personnel practices based on race, sex, age, disability, veteran status, religion, national origin or any other basis prohibited by applicable law. Hiring, transferring, and promotion practices are performed without regard to the above listed items.