- Direct and oversee the Tier 2 Tech Control Helpdesk operations, ensuring prompt and effective resolution of issues related to switches, encryption devices, network operation consoles, and circuits.
- Develop and implement policies and procedures for the help desk team to ensure consistent service quality and operational efficiency.
- Act as a primary liaison between the help desk team and senior management, translating high-level functional and technical requirements into actionable help desk strategies.
- Manage and supervise help desk employees, providing guidance, training, and support to ensure the team is well-equipped to handle a wide range of technical issues.
- Conduct regular reviews of help desk operations, identifying areas for improvement and implementing changes to enhance service delivery and customer satisfaction.
- Coordinate and manage the Change Advisory Board (CAB) process for Tech Control, overseeing the evaluation, approval, and implementation of changes to the technical environment.
- Maintain an expert level of knowledge regarding networking and network-based software applications, leveraging this expertise to improve help desk support functions.
- Handle and manage incidents and service requests, including changes, problems, configurations, and requisitions for equipment and services, ensuring compliance with DISAC and other relevant standards.
- Active TS/SCI Clearance required.
- Bachelor's Degree in a related field such as in IT, Telecommunications, or Management.
- Minimum 5 years of experience in help desk support and operations within a DoD IT environment, demonstrating a track record of successful IT operations and management.
- At least 5 years of experience in customer support, proficient responding to, documenting, tracking, resolving, and managing customer issues, questions, and requests.
- HDI Support Center Manager certification or equivalent.
- Demonstrated ability to plan, direct, manage IT operations help desks in an organization similar in size and complexity to the requirements outlined in the Call Order.
- In-depth knowledge of Tech Control equipment, networking, and network-based software applications.
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Tier 2 Helpdesk Lead CAB Manager for Tech Control - Arlington, United States - GCyber
Description
Job Description
Job DescriptionGCyber is actively seeking an experienced Tier 2 Helpdesk Lead CAB Manager for Tech Control to oversee and enhance our help desk operations within a dynamic DoD IT environment. This role involves managing day-to-day support functions, ensuring effective issue resolution, and maintaining high levels of customer satisfaction. The ideal candidate will possess a strong background in technical support, an in-depth understanding of Tech Control equipment, and excellent leadership skills.As a Tier 2 Helpdesk Lead CAB Manager for Tech Control, you will:
Minimum Qualifications and Experience:
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