Tier 2 Helpdesk Lead CAB Manager for Tech Control

Job Responsibilities

Responsibilities include overseeing the day-to-day operations of the Technical Control Facility (TCF) Service Desk, specifically focusing on Pentagon Primary Technical Control Facility (PPTCF) and Pentagon Alternate Technical Control Facility (PATCF). Monitor the Tech Control group email box for DISA ASI messages, coordinate with the ASI team, and process JSP ASI requests. Oversee all tasks related to the day-to-day operations of the Technical Control Facility Service Desk. Provide Tier-II Work Center support to receive and log trouble calls, track, resolve, and close trouble tickets according to JSP guidelines. Institute and maintain a Training Program in accordance with DISAC standards. Develop training plans, conduct in-person training classes, and maintain the Tech Control training lab. Demonstrate excellence in planning, directing, and managing IT operations help desks. Demonstrate successful working knowledge and supervision of help desk employees. Knowledge of Tech Control equipment such as Switches, Encryption devices, Network Operation Consoles, and Circuits. Knowledge of networking and network-based software applications. Demonstrate ability for oral and written communication with the highest levels of management. Must have knowledge in operating and maintaining Tier 2 Tech Control Helpdesk functions 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.

Required Qualifications

Experience: 5+ years with help desk support and operation in a DoD IT environment. 5+ years providing customers with day-to-day support by responding to, documenting, tracking, resolving, and managing customer issues, questions, and requests. Certifications: HDI Support Center Manager or equivalent. Education: Bachelor's degree in related field. Clearance: Must possess a Top Secret/SCI clearance.

Overview

We are seeking a Tier 2 Helpdesk Lead CAB Manager for Tech Control to join our team supporting DISA JSP ETM in Arlington, VA.

TekSynap is a fast-growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. "Technology moving at the speed of thought" embodies these principles the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.

We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.

The safety and health of our employees is of the utmost importance. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or regulation.

"As part of the application process, you agree that TekSynap Corporation may retain and use your name, e-mail, and contact information for purposes related to employment consideration".

Additional Job Information

Work environment and physical demands include location in Arlington, VA, type of environment office, noise level medium, work schedule day shift Monday Friday, may be requested to work evenings and weekends to meet program and contract needs, amount of travel less than 10%.

Physical demands include use of hands to handle, feel, touch; reach with hands and arms; talk and hear. Regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. Regularly required to lift up to 10 pounds. Frequently required to lift up to 25 pounds; and up to 50 pounds. Vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Work authorization/security clearance includes U.S. Citizen and Top Secret/SCI clearance.

Other information includes equal employment opportunity and drug-free workplace policies.