Tier 2 Helpdesk Lead/CAB Manager - Contingent

The 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.

Education 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.

Work Environment:

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.