Cyber IT Operations Lead — Customer Support

Defense Information Systems Agency; Lincoln (MA); Vor Ort; USD 120.000 - 170.000; Vollzeit

Zusammenfassung

Defense Information Systems Agency in Lincoln, MA, is recruiting for a senior supervisory role in IT customer support within the Cyber Excepted Service. The position supports US Cyber Command missions and requires top-secret clearance and security eligibility.

The role oversees customer-support personnel, manages enterprise services, and leads IT projects with cross-functional teams to deliver mission capabilities. It emphasizes policy development and strategic service-delivery improvements.

Qualifikationen

• Experience supervising IT customer-support staff and guiding operational work.
• Ability to manage customer-support operations including troubleshooting and training.
• Experience leading IT projects with cross-functional coordination.
• Ability to develop and implement IT customer-support policies and service delivery strategies.

Aufgaben

• Directs and supervises customer-support personnel; plans work, assigns priorities, adjusts workloads, provides technical guidance, and resolves operational and personnel issues.
• Manages planning and delivery of enterprise customer-support services, including troubleshooting, customer assistance, training, and resolution of complex IT service requirements.
• Leads IT projects and portfolio activities; coordinates customer requirements, technical resources, schedules, risks, and service commitments to deliver mission capabilities.
• Develops, interprets, and implements customer-support policies, procedures, and service-delivery strategies to improve performance and ensure consistent IT support.
• Serves as a technical advisor on advanced IT customer-support issues; evaluates emerging technologies and resolves complex information-management and service-delivery problems.

Jobbeschreibung

Defense Information Systems Agency in Lincoln, MA, is recruiting for a senior supervisory role in IT customer support within the Cyber Excepted Service. The position supports US Cyber Command missions and requires top-secret clearance and security eligibility.

The role oversees customer-support personnel, manages enterprise services, and leads IT projects with cross-functional teams to deliver mission capabilities. It emphasizes policy development and strategic service-delivery improvements.