USAF - 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 seeks a Service Desk / Network Operations Center (NOC) Lead to join our program supporting the United States Air Force (USAF). This position is on-site in Linthicum Heights, MD. This position requires an Active TS/SCI clearance.

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, coordinate incident escalation, and sustain support across multiple sites and 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 or 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 scheduled on-site coverage, on-call support, and approved travel as required.

Duties:

• 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 1, and Tier 2 support. Retain ownership of escalated tickets through closure; route unresolved requests to the appropriate Tier 2 or Tier 3 teams and coordinate higher-tier support for systems under the program’s lifecycle responsibility.
• Ensure incidents and service requests are captured, documented, and tracked in the Government-approved ticketing system daily by 5 p.m. Eastern Time. Monitor ticket quality, prioritization, routing, and resolution progress.
• Manage video and telecommunications requests and support requests involving applications, networks, infrastructure, research and development, and innovation. Coordinate user onboarding, training, and knowledge management.
• Develop and maintain troubleshooting guides and standard operating procedures for Government review and approval by the last business day of each quarter.
• Oversee continuous system and application monitoring, maintain operational logs, and coordinate response to degradation, outages, and security alerts under the approved Incident Response Plan.
• Notify designated DC3 points of contact in writing within 30 minutes of Priority 1 incidents during regular business hours. Immediately report circumstances outside contractor control that may prevent meeting availability targets.
• Coordinate approved releases, production deployments, network configuration changes, server provisioning, and authorized user access. Ensure work follows approved baselines, testing, change controls, and DevSecOps procedures.
• Coordinate network maintenance and restoration involving routers, switches, cabling, servers, storage, and cloud or virtual infrastructure. Maintain external service provider contacts for rapid outage response.
• Collect service desk metrics and report system performance, security, and availability by the last business day of each month. Provide utilization data, capacity recommendations, and infrastructure improvement recommendations.
• Work with cybersecurity personnel on scanning, alert escalation, incident response, approved security tools, and technical evidence supporting Risk Management Framework and ATO/cATO requirements.
• Support NOC/SOC stand-up, including tool configuration, sensor integration with AFCYBER and the Cybersecurity Service Provider, and enterprise scanning deployment. Support IOC within 180 calendar days after transition-in and subsequent FOC sustainment.