Service Center IT Support Shift Lead (BIT)

Responsibilities

• Oversee day-to-day ISC operations, ensuring all HelpNow queues are actively managed, and tickets are assigned, progressed, and resolved in accordance with SLA requirements
• Maintain situational awareness of operational issues and communicate priority concerns, outages, or service impacts to leadership and stakeholders as appropriate
• Support cross-functional coordination between ISC, MIT, IO, and other program teams to ensure effective communication and issue resolution
• Contribute operational updates, queue status, and service metrics to program leadership and daily operational standups
• Support SLA reporting, trend analysis, and operational performance tracking by providing accurate shift-level reporting and identifying risks or anomalies

Requirements

• Active TS/SCI with Polygraph (mandatory)
• Current DoD 8570 IAT Level II Certification (e.g., Security+)
• Demonstrated experience supporting enterprise or mission-focused service desk operations in a lead or supervisory capacity
• Proven experience leading teams, managing operational priorities, and coordinating personnel in a fast-paced support environment
• Experience with Microsoft Active Directory administration including user accounts, access permissions, and group policy management
• Proficient with HelpNow or equivalent ITSM/CRM ticketing platforms for incident management, queue oversight, and reporting
• Understanding of networking fundamentals including DNS, DHCP, and TCP/IP
• Strong written and verbal communication skills with the ability to interface effectively across technical teams and multiple levels of leadership
• Experience administering or supporting UNIX, Linux, and Windows environments
• Experience supporting operational reporting, workforce management, or service delivery improvement initiatives
• Experience developing process documentation, knowledge base content, or operational procedures

Qualifications

• Active TS/SCI with Polygraph (mandatory)
• Current DoD 8570 IAT Level II Certification (e.g., Security+)
• Demonstrated experience supporting enterprise or mission-focused service desk operations in a lead or supervisory capacity
• Proven experience leading teams, managing operational priorities, and coordinating personnel in a fast-paced support environment
• Experience with Microsoft Active Directory administration including user accounts, access permissions, and group policy management
• Proficient with HelpNow or equivalent ITSM/CRM ticketing platforms for incident management, queue oversight, and reporting
• Understanding of networking fundamentals including DNS, DHCP, and TCP/IP
• Strong written and verbal communication skills with the ability to interface effectively across technical teams and multiple levels of leadership
• Experience administering or supporting UNIX, Linux, and Windows environments
• Experience supporting operational reporting, workforce management, or service delivery improvement initiatives
• Experience developing process documentation, knowledge base content, or operational procedures