CSD Helpdesk Lead

Deltasands; Colorado Springs (CO); On-site; USD 85,000 - 105,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k)

Paid time off

Paid holidays

Job summary

Deltasands in Colorado Springs is looking for a Lead Customer Service Desk Administrator to support US Space Command (USSPACECOM) J6. This role involves leading a team that coordinates helpdesk activities, manages IT systems, and enhances customer relationships.

The ideal candidate will hold a BS degree in IT-related fields, possess excellent customer service skills, and be experienced in managing both unclassified and classified network environments. A generous benefits package is offered along with a competitive salary range of $85,000–$105,000.

Qualifications

• Proven track record of leading technical teams and enhancing customer satisfaction.
• Experience with both unclassified and classified network enterprises.
• Ability to perform trend analysis on equipment and systems.

Responsibilities

• Lead a team of Customer Service Desk Administrators to enhance support coverage.
• Operate and maintain IT systems and infrastructure for USSPACECOM J6.
• Track and manage tickets using the helpdesk system effectively.

Skills

Excellent customer service skills

Technical troubleshooting and configuration

Leadership of small technical teams

Problem-solving in time-sensitive situations

Education

BS degree in Information Technology, Cybersecurity, Data Science, Information Systems, or Computer Science

Tools

Comp TIA Security+

Cloud+

GICSP

GSEC

SSCP certification

Job description

Delta Solutions and Strategies is seeking highly skilled and motivated candidates to join a high-performance team to support US Space Command (USSPACECOM) J6 to lead a team of Customer Service Desk (CSD Helpdesk) Administrators. CSD Helpdesk Admins provide computer network systems and client support services to operate and maintain LAN’s and stand-alone systems/intranets. They will also assist with and perform tracking, proper assignment and coordination of tickets submitted by the customer as well as reporting status. In addition to this, the Lead provides daily coordination of building specific helpdesk activities and maintain communication and coordination across all helpdesk locations to ensure full support coverage. The lead coordinates with the Executive Communications Administrator Lead as necessary.

Responsibilities

• Lead a team of CSD Help Desk Administrators to coordinate helpdesk activities, ensure cross-team and cross-building coordination, properly allocate resources across facilities to ensure response times are met, and coordinate with the Executive Communications Administrator Lead as necessary.
• Operate, maintain, and provide input to USSPACECOM J6 IT systems, infrastructure, and related software/hardware resources
• Analyze helpdesk metrics to identify trends and recommend improvements to reduce downtime and enhance user support may occasionally act as a Tier I resource to resolve frontline technical issues
• Lead technical troubleshooting and configuration efforts on military-managed desktops, mobile devices, printers, and peripherals
• Exercise independent judgment to diagnose and implement solutions for issues on SIPR, NIPR, and JWICS networks
• Maintain and improve endpoint management standards, including imaging, configuration, and deployment workflows
• Coordinate with system/capability owners and IT leadership to resolve software/network issues beyond local administrative access
• Assist in the development and refinement of SOPs and IT process documentation for classified systems
• Ensure proper handling and accountability of IT hardware through full lifecycle management and DoD disposal policies
• Support IT posture during real-world and exercise-based contingency operations
• Track and manage tickets using USSPACECOM’s helpdesk system and serve as a technical liaison between users and capability owners

Qualifications

• A BS degree in Information Technology, Cybersecurity, Data Science, Information Systems, or Computer Science.
• Excellent customer service skills including customer relationships, responsiveness, and timely resolution of job tickets, and the ability to problem-solve creatively in time-sensitive situations
• Demonstrated ability to lead small technical teams (appx 10 staff) and apply Help Desk performance metrics to improve customer satisfaction, response times, and overall efficiency
• Core and Additional Knowledge, Skills, and Abilities Tasks (KSATs) defined in the DoD Cyber Workforce Framework for Work Role 451 Intermediate.
• Experience with unclassified network enterprise, classified Secret network enterprise, Secret Releasable LANs, TS-SCI LAN, the gateway servers.
• Experience providing Tier 3 and Tier 4 service desk and job control functions, solving issues and configurations on military devices such as desktops, mobile device sand printers. Experience performing trend analysis on fielded equipment and systems to identify adverse equipment performance.

Certifications and Clearance

• Required Certifications: Comp TIA Security+
• Desired Certifications: Cloud+, GICSP, GSEC, or SSCP certification
• Clearance: TS/SCI and SAP clearance required

Delta Solutions & Strategies offers a generous benefits package to include medical, dental, vision, life insurance, 401(k), PTO, paid holidays, parental, military, and jury duty paid leaves.

In compliance with Colorado’s Equal Pay for Equal Work Act, the salary range for this position is $85,000-$105,000. Please note that the salary information is a general guideline only. Delta Solutions & Strategies considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as market and business considerations when extending an offer.

We are an Equal Opportunity Employer. We do not and will not discriminate in employment and personnel practices based on race, sex, age, disability, veteran status, religion, national origin or any other basis prohibited by applicable law. Hiring, transferring, and promotion practices are performed without regard to the above listed items. EEO/AAP, M, F, V, D