AGE Solutions
Tier 2 Helpdesk Lead/CAB Manager - Contingent
AGE Solutions, Arlington, Texas, United States, 76000
Arlington, United States
| Posted on 05/03/2024
AGE Solutions is a premier technology and professional services company, providing in-depth consulting, advanced technology solutions, and essential services throughout the U.S. government, defense, and intelligence sectors. Prioritizing innovation and client-focused solutions, we assist major agencies in addressing intricate issues and ensuring a more secure future.
Job DescriptionThe Tier 2 Helpdesk Lead/CAB Manager is a critical role responsible for overseeing the help desk support operations and the Change Advisory Board (CAB) within a Department of Defense (DoD) IT environment. This position requires a Bachelor's degree in a related field and a minimum of 5 years of experience in help desk support and operation, as well as experience in managing customer issues and requests. The ideal candidate will have an HDI Support Center Manager certification or equivalent, an active TS/SCI Clearance, and demonstrated excellence in planning, directing, and managing IT operations help desks. The Lead/CAB Manager will have in-depth knowledge of Tech Control equipment, networking, and network-based software applications, and the ability to translate high-level functional and technical requirements based on user interactions.
This position is contingent upon contract award.
Essential Duties and Responsibilities:
Lead and manage Tier 2 Helpdesk operations, providing day-to-day support by responding to, documenting, tracking, resolving, and managing customer issues and requests.
Plan, direct, and manage IT help desk operations, ensuring high-quality service delivery and customer satisfaction.
Supervise help desk employees, ensuring that efforts are aligned with the size and scope of the organization similar to JSP.
Maintain knowledge of Tech Control equipment, including switches, encryption devices, network operation consoles, and circuits.
Oversee the Change Advisory Board, managing changes, problems, configurations, and requisitions for equipment and services.
Communicate effectively with the highest levels of management, providing oral and written reports on help desk operations and CAB activities.
Translate high-level functional and technical requirements based on interactions with the user community into actionable IT support strategies.
Operate and maintain Tier 2 Tech Control Helpdesk functions in accordance with DISAC 310-175-9.
RequirementsEducation and/or Experience:
Bachelor’s Degree in a related field is required.
Minimum 5 years’ experience with help desk support and operation in a DoD IT environment.
Minimum of 5 years working experience with providing customer support and managing IT help desk operations.
Certifications, Licenses, Registrations:
HDI Support Center Manager certification or equivalent is required.
Security Clearance:
Must possess an active TS/SCI Clearance.
Knowledge, Skills, and Abilities:
Demonstrated excellence in managing IT help desk operations in an organization similar in size to JSP.
In-depth knowledge of Tech Control equipment, networking, and network-based software applications.
Expertise in translating high-level functional and technical requirements into effective IT support strategies.
Strong oral and written communication skills, with the ability to engage with the highest levels of management.
Proficiency in operating and maintaining Tier 2 Tech Control Helpdesk functions and familiarity with DISAC 310-175-9.
Ability to handle and manage incidents and service requests effectively.
Strong leadership skills with the ability to supervise and direct help desk employees.
The Tier 2 Helpdesk Lead/CAB Manager will primarily work within a secure DoD IT environment. The role requires strict adherence to security protocols and may involve responding to urgent issues outside of standard working hours, necessitating a high degree of responsiveness and flexibility.
AGE Solutions is an Equal Opportunity Employer and does not discriminate on the basis of race or ethnicity, religion, sex, national origin, age, veteran disability or genetic information or any other reason prohibited by law in employment.
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| Posted on 05/03/2024
AGE Solutions is a premier technology and professional services company, providing in-depth consulting, advanced technology solutions, and essential services throughout the U.S. government, defense, and intelligence sectors. Prioritizing innovation and client-focused solutions, we assist major agencies in addressing intricate issues and ensuring a more secure future.
Job DescriptionThe Tier 2 Helpdesk Lead/CAB Manager is a critical role responsible for overseeing the help desk support operations and the Change Advisory Board (CAB) within a Department of Defense (DoD) IT environment. This position requires a Bachelor's degree in a related field and a minimum of 5 years of experience in help desk support and operation, as well as experience in managing customer issues and requests. The ideal candidate will have an HDI Support Center Manager certification or equivalent, an active TS/SCI Clearance, and demonstrated excellence in planning, directing, and managing IT operations help desks. The Lead/CAB Manager will have in-depth knowledge of Tech Control equipment, networking, and network-based software applications, and the ability to translate high-level functional and technical requirements based on user interactions.
This position is contingent upon contract award.
Essential Duties and Responsibilities:
Lead and manage Tier 2 Helpdesk operations, providing day-to-day support by responding to, documenting, tracking, resolving, and managing customer issues and requests.
Plan, direct, and manage IT help desk operations, ensuring high-quality service delivery and customer satisfaction.
Supervise help desk employees, ensuring that efforts are aligned with the size and scope of the organization similar to JSP.
Maintain knowledge of Tech Control equipment, including switches, encryption devices, network operation consoles, and circuits.
Oversee the Change Advisory Board, managing changes, problems, configurations, and requisitions for equipment and services.
Communicate effectively with the highest levels of management, providing oral and written reports on help desk operations and CAB activities.
Translate high-level functional and technical requirements based on interactions with the user community into actionable IT support strategies.
Operate and maintain Tier 2 Tech Control Helpdesk functions in accordance with DISAC 310-175-9.
RequirementsEducation and/or Experience:
Bachelor’s Degree in a related field is required.
Minimum 5 years’ experience with help desk support and operation in a DoD IT environment.
Minimum of 5 years working experience with providing customer support and managing IT help desk operations.
Certifications, Licenses, Registrations:
HDI Support Center Manager certification or equivalent is required.
Security Clearance:
Must possess an active TS/SCI Clearance.
Knowledge, Skills, and Abilities:
Demonstrated excellence in managing IT help desk operations in an organization similar in size to JSP.
In-depth knowledge of Tech Control equipment, networking, and network-based software applications.
Expertise in translating high-level functional and technical requirements into effective IT support strategies.
Strong oral and written communication skills, with the ability to engage with the highest levels of management.
Proficiency in operating and maintaining Tier 2 Tech Control Helpdesk functions and familiarity with DISAC 310-175-9.
Ability to handle and manage incidents and service requests effectively.
Strong leadership skills with the ability to supervise and direct help desk employees.
The Tier 2 Helpdesk Lead/CAB Manager will primarily work within a secure DoD IT environment. The role requires strict adherence to security protocols and may involve responding to urgent issues outside of standard working hours, necessitating a high degree of responsiveness and flexibility.
AGE Solutions is an Equal Opportunity Employer and does not discriminate on the basis of race or ethnicity, religion, sex, national origin, age, veteran disability or genetic information or any other reason prohibited by law in employment.
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