Senior Global Help Desk Lead — Tier II/III (DoD)

CEdge Inc

O’Fallon (MO)

Hybrid

USD 70,000 - 100,000

Full time

10 days ago

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Benefits offered by this job

Full Benefits Package

10 Days PTO

6 Sick leaves

401K

Job summary

CEdge Inc. in the United States seeks a Senior Help Desk Support professional to operate a 24/7 global service desk supporting TRAC2ES users worldwide. The role requires Tier II/III expertise, DoD security knowledge, and after-hours on-call availability.

Bachelor's degree and 10+ years' experience are expected. On-site/hybrid delivery at Scott AFB, IL. You will implement metrics, manage incidents, and coordinate multi-domain account provisioning with a dedicated focus on system availability and

Qualifications

Experience in Tier II/III technical support in a global, mission-critical environment.
Familiarity with ServiceNow, Jira, and AWS GovCloud architecture.
Strong incident management, ticket triage, and escalation skills.
Knowledge of DoD security protocols, account management, and compliance standards.

Responsibilities

Maintain 24/7/365 global Service Desk, with on-site personnel during core hours and remote support during non-core hours (on call).
Provide continuous operational availability and responsiveness to global users.
Handle escalated technical issues, system support tasks, and mission-critical incident resolution.
Implement and maintain metrics-reporting tools (ServiceNow, Jira) for performance analysis and visualization.
Produce monthly Service Desk Metrics Reports detailing ticket volume, resolution times, SLA compliance, system availability, trend analysis, defect status, account changes, and incident summaries.
Operate a structured triage process for incoming tickets: categorize, assign severity, initiate response workflow, and track through resolution.
Document incidents in ServiceNow with details for root cause analysis and handoff to development teams.
Track and close tickets per standard process.
Process account requests within defined timelines (standard: 1 business day; urgent: 4 hours).
Coordinate new user account provisioning based on mandatory training completion
Monitor active accounts and perform periodic access reviews for compliance.
Coordinate multi-domain account provisioning and maintain proper authorization documentation.