Tier 2 Helpdesk Lead

CompQsoft; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company as a Tier 2 Helpdesk Lead, where your expertise in IT operations and help desk management will shine. This remote role requires a strong background in supervising help desk teams and managing incidents in a DoD IT environment. You'll play a crucial role in ensuring seamless IT support, translating technical requirements, and maintaining high-level communication with management. If you're ready to take on a leadership position that impacts the efficiency of IT operations, this opportunity is perfect for you.

Qualifications

• 5+ years of help desk support experience in a DoD IT environment.
• Expertise in managing IT operations and help desk functions.

Responsibilities

• Plan and manage IT operations help desks effectively.
• Supervise help desk employees and handle incidents and service requests.

Skills

IT Operations Management

Help Desk Supervision

Technical Communication

Incident Management

Networking Knowledge

Education

Bachelor's Degree in Related Field

Tools

Tech Control Equipment

Network Operation Consoles

Job description

Description

Title: Tier 2 Helpdesk Lead

Location: Remote

Clearance: Active Top Secret with SCI

Certifications: HDI Support Center Manager or equivalent certification

Experience: Bachelor's Degree in a Related Field

Requirements

1. Demonstrated excellence in planning, directing, and managing IT operations help desks in an organization similar in size to JSP.
2. Successful working knowledge and supervision of help desk employees in efforts similar in size and scope as referenced under this Call Order.
3. Knowledge of Tech Control equipment such as Switches, Encryption devices, Network Operation Consoles, and Circuits.
4. Knowledge of networking and network-based software applications.
5. Bachelor's degree with a major in a field that provides knowledge useful for managing IT requirements like those of the Call Order.
6. Ability for oral and written communication with the highest levels of management.
7. Knowledge in operating and maintaining Tier 2 Tech Control Helpdesk functions and DISAC 310-175-9.
8. Expertise in translating high-level functional and technical requirements based on interactions with the user community.
9. Experience in handling and managing incidents and service requests such as changes, problems, configurations, and requisitions for equipment and services.
10. Minimum 5 years' experience with help desk support and operation in a DoD IT environment.
11. Minimum of 5 years' experience providing customers with day-to-day support by responding to, documenting, tracking, resolving, and managing customer issues, questions, and requests.