Tier 2 Helpdesk Lead / CAB Manager

We are seeking an experienced and highly skilled Tier 2 Helpdesk Lead and Change Advisory Board (CAB) Manager for Tech Control to manage and lead day-to-day IT operations and support for our dynamic Department of Defense (DoD) IT environment. This role requires a proven track record of providing exceptional customer support, managing IT helpdesk operations, and overseeing critical technical infrastructure in a high-stakes, mission-critical environment. The ideal candidate will have a comprehensive understanding of Tier 2 helpdesk functions, as well as experience with Tech Control equipment and operations.

Key Responsibilities:

• Lead and manage Tier 2 Helpdesk support services, ensuring timely and efficient resolution of customer issues, incidents, and service requests.
• Oversee and direct daily operations of the helpdesk, ensuring adherence to service level agreements (SLAs), policies, and procedures.
• Manage the Change Advisory Board (CAB) for tech control systems, coordinating and overseeing the assessment, approval, and implementation of changes to the IT infrastructure.
• Act as a key liaison between the customer community and the technical team, translating high-level functional and technical requirements into actionable solutions.
• Supervise and mentor helpdesk personnel, providing guidance and training on best practices, technical troubleshooting, and customer service skills.
• Ensure effective tracking, documentation, and reporting of helpdesk incidents and service requests using ticketing systems.
• Manage incidents and service requests related to Tech Control systems, including changes, problems, configurations, and requisitions for equipment and services.
• Ensure the proper operation, maintenance, and configuration of Tech Control equipment such as switches, encryption devices, network operation consoles, and circuits.
• Ensure compliance with DoD standards, policies, and procedures, including DISAC 310-175-9.
• Provide expert-level support and troubleshooting assistance for complex technical issues, escalating to higher-level engineers when necessary.
• Develop and maintain strong working relationships with stakeholders, including customers, management, and other technical teams.
• Support incident management processes, ensuring that all service disruptions are managed effectively and efficiently.

Required Skills, Qualifications and Experience:

• Citizenship and Clearance:
  
  
  
  • US Citizenship is required.
  • Must have and maintain a current DoD TS/SCI Clearance.
  
  
  
  
• Education:
  
  
  
  • Bachelor's Degree in a related field that provides knowledge useful for managing IT requirements.
  
  
  
  
• Experience:
  
  
  
  • Minimum 5 years' experience with help desk support and operation in a DoD IT environment
  • Minimum of 5 years working experience with 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 certification
  
  
  
  
• Skills:
  
  
  
  • Demonstrated excellence in planning, directing, and managing IT operations help desks in an organization similar in size.
  • Demonstrated successful working knowledge and supervision of help desk 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 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.
  
  
  
  

Work Environment and Physical Demand:

• Prolonged periods of sitting and working at a computer.
• May require ability to lift up to 50 lbs.