IT Operations Lead

Yakshna Solutions, Inc. (YSI) is a CMMI Level 3 assessed, ISO 9001, 20000:1, 27001 certified, woman-owned small business headquartered in Herndon, Virginia, USA. YSI provides professional IT solutions and services to business corporations and government organizations.

About the Role

YSI is seeking an IT Operations Lead to provide customer service to either phone-in or walk-in customers, and to provide first look support to customer request tickets submitted through the DAF standard service request portals and ticketing systems on unclassified or classified networks.

Responsibilities

• Coordinate with internal personnel and enterprise cybersecurity teams to ensure unclassified and classified ITSM systems were properly configured to support seamless ticket routing, processing, tracking, and closure across internal teams and external mission partners.
• Configure to accurately capture service times and provide accurate performance data to XT leadership via regularly scheduled and on-demand reporting, as well as dashboards or similar near real-time views of service delivery.

Required Skills & Experience

• Associate’s degree or higher in Information Technology Management, Cybersecurity, Computer Science, or a related discipline is preferred. Equivalent professional experience may be considered for service desk operational positions.
• A Bachelor’s degree or higher in a related discipline is strongly preferred for service desk management positions.
• Expert-level knowledge of DAF cyber enterprise policies and procedures including but not limited to 17 and 33-series DAF Instructions and Manuals and 00-33x series MPTOs.
• Expert-level knowledge of USCYBERCOM and AFCYBER command and control processes, especially those applicable to DoW Information Network (DoWIN) operations.
• Knowledge of applicable end user device configurations and troubleshooting techniques, especially those used in or applicable to DoW and DAF systems and networks.

Certifications

• CompTIA Security+ CE, CompTIA Network+ CE, or ITIL v4 Foundation certification required.
• ITIL v4 Specialist, ISC2 Certified in Cybersecurity (CC), or higher-level cybersecurity certification required.
• Preferred: ISC2 Certified Information Systems Security Professional (CISSP) or ISACA Certified Information Security Manager (CISM).
• At least 3 years of specialized experience in system administration, network administration, or service desk operations within Federal/Department of War (DoW) environments for operational personnel.
• At least 5 years of specialized experience in system administration, network administration, or service desk operations within Federal/Department of War (DoW) environments for management personnel.
• Active Top Secret clearance required.
• US Citizen or Green card holder only.

Benefits

• 401(k)
• Health, dental, and vision insurance
• Life insurance
• Short-term and long-term disability insurance
• Paid time off
• Training and professional development assistance