TS/SCI Cleared Service Desk & NOC Lead

cFocus Software Incorporated; Linthicum (MD); On-site; USD 120,000 - 170,000; Full time

Job summary

cFocus Software Incorporated is seeking a Service Desk / NOC Lead for an on-site role in Linthicum Heights, MD, supporting USAF programs. An Active TS/SCI clearance is required. You will lead daily operations, coordinate incident response, and manage escalation across multiple sites and time zones.

The role emphasizes governance of ticketing, change control, and on-site coverage, with interaction with cybersecurity and government reporting requirements.

Qualifications

• Active TS/SCI clearance.
• B.S. Computer Science, Information Technology, or a related field.
• Demonstrated ability to lead service desk or network operations personnel across multiple sites/time zones.
• Experience with enterprise IT ticketing, incident and service request management, knowledge management, troubleshooting procedures, and service performance reporting.
• Working knowledge of enterprise network infrastructure, application availability, physical and virtual servers, cloud services, and video/telecommunications support.
• Ability to coordinate secure changes and releases, maintain operational records, and work with cybersecurity teams on incident response and compliance evidence.
• Clear written and verbal communication skills for user support, outage notifications, technical documentation, and Government status reporting.
• Meet the security and access requirements applicable to the assigned systems and duties, and participate in on-site coverage, on-call support, and approved travel as required.

Responsibilities

• Lead daily service desk and NOC activities, assign work, coordinate coverage and handoffs, and guide technicians supporting systems, applications, infrastructure, and telecommunications.
• Oversee Tier 0–Tier 2 support and own escalated tickets through closure; route unresolved requests to Tier 2/3 and coordinate higher-tier support.
• Ensure incidents and service requests are captured, documented, and tracked in the Government-approved ticketing system daily by 5 p.m. ET.
• Manage video and telecommunications requests and support involving applications, networks, infrastructure, and cloud/virtual services.
• Develop and maintain troubleshooting guides and SOPs for Government review and quarterly approval.
• Oversee continuous system monitoring, log maintenance, and response to degradation/outages and security alerts.
• Notify DC3 points of contact within 30 minutes of Priority 1 incidents during business hours; report issues quickly.
• Coordinate approved releases, deployments, and access changes following baselines and DevSecOps processes.
• Coordinate network maintenance and restoration among routers, switches, servers, storage, and cloud infrastructure.
• Collect service desk metrics and report performance, security, and availability monthly with recommendations.
• Collaborate with cybersecurity on scanning, alert escalation, incident response, and Risk Management evidence.
• Support NOC/SOC stand-up, including tool configuration and enterprise scanning deployment.

Skills

Leadership

Incident management

Service desk

Ticketing systems

Knowledge management

Troubleshooting

Communication skills

Security awareness

On-site coverage

Written/verbal communication

Education

B.S. in CS/IT or related field

Tools

Ticketing systems

Monitoring tools

Job description

cFocus Software Incorporated is seeking a Service Desk / NOC Lead for an on-site role in Linthicum Heights, MD, supporting USAF programs. An Active TS/SCI clearance is required. You will lead daily operations, coordinate incident response, and manage escalation across multiple sites and time zones.

The role emphasizes governance of ticketing, change control, and on-site coverage, with interaction with cybersecurity and government reporting requirements.