Senior System Engineer & Help Desk Lead (TS/SCI w/ Poly)

Shield Consulting Solutions, Inc.

Maryland

On-site

USD 200,000 - 250,000

Full time

2 days ago

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Benefits offered by this job

25 days PTO

11 paid holidays

100% employer-paid healthcare for you/

8% 401(k) employer match

Job summary

Shield Consulting Solutions, Inc. is seeking a Help Desk Lead to manage the ticket lifecycle, collaborate with system and software engineers, and drive timely issue resolution for a suite of Data Management tools.

The role requires coordination of deployments, change requests, and security patches, with strong customer communication and documentation skills. The position emphasizes leadership of a Tier 1/2 support function, hands-on troubleshooting, and regular reporting of performance and

Qualifications

Fourteen (14) years of experience in planning and leading Systems Engineering efforts.
Bachelor’s degree in technical discipline is required (five years may substitute for a bachelor’s).
Active TS/SCI with Polygraph REQUIRED; do not apply otherwise.

Responsibilities

Lead the IT/help desk team and manage Jira tickets from customers seeking product support.
Coordinate software deployments, system upgrades, and security patches; provide real-time issue troubleshooting.
Create and maintain internal and customer-facing documentation in Confluence; report metrics weekly and monthly.