Tier II Helpdesk Lead Central Area Business (CAB) Manager for Tech Control

Roles and Responsibilities

• Oversee the day-to-day operations of the Technical Control Facility Helpdesk, ensuring efficient handling of trouble tickets and service requests.
• Ensure the CAB and helpdesk operations are staffed and functional 24x7x365, meeting the highest standard of reliability and responsiveness.
• Maintain COMSEC integrity for both PPTCFs, ensuring all communications and data are securely managed.
• Supervise the receipt, logging, tracking, resolution, and closure of trouble tickets in accordance with established guidelines. Ensure prompt troubleshooting and clear communication until issues are resolved.
• Provide exceptional Tier-II work center support, receiving and logging trouble calls from customers, DoD service desk. Coordinate with Tier-III support as required for advanced troubleshooting and resolution.
• Conduct trend analysis and performance monitoring and generate monthly trouble ticket reports to identify areas for improvement and ensure high-quality customer service.
• Ensure all operations and procedures comply with DoD standards, regulations, and local SOPs, maintaining the highest security and operational integrity levels.

Qualifications/Experience

• Active TS/SCI Clearance
• Minimum 5 years’ experience with helpdesk support and operation in a DoD IT environment
• Minimum of 5 years working experience providing customers with day-to-day support by responding to, documenting, tracking, resolving, and managing customer issues, questions, and requests.
• Demonstrate excellence in planning, directing, and managing IT operations helpdesk in an organization similar in size to DoD.
• Demonstrate successful working knowledge and supervision of helpdesk employees in efforts similar in size and scope.
• Knowledge of Tech Control equipment such as Switches, Encryption devices, Network Operation Consoles, and Circuits.
• Knowledge of networking and network-based software applications.
• Demonstrated ability for oral and written communication with the highest level of management.
• Must have knowledge in operating and maintaining Tier 2 Tech Control Helpdesk function and DISAC 310-175-9.
• Must have expert knowledge in translating high-level functional and technical requirements based on interactions with the user community.
• Knowledge in handling and managing incidents and service requests for activities such as changes, problems, configurations, and requisitions for equipment and services.