Tier 2 Helpdesk Lead CAB Manager for Tech Control

at  TekSynap

REQUIRED QUALIFICATIONS

• Experience:
• 5+ years with help desk support and operation in a DoD IT environment
• 5+ years providing customers with day-to-day support by responding to, documenting, tracking, resolving, and managing customer issues, questions, and requests.
• Certifications:
• HDI Support Center Manager or equivalent
• Education:
• Bachelor’s degree in related field
• Clearance: Must possess a Top Secret/SCI clearance
  Overview:
  We are seeking a Tier 2 Helpdesk Lead CAB Manager for Tech Control to join our team supporting DISA JSP ETM in Arlington, VA.
  TekSynap is a fast-growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.
  We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.
  Visit us at www.TekSynap.com.
  Apply now to explore jobs with us!
  The safety and health of our employees is of the utmost importance. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or regulation.
  By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status. If at any time you would like to opt out of text messaging, respond “STOP”.
  Additional Job Information:

RESPONSIBILITIES

• Oversees the day-to-day operations of the Technical Control Facility (TCF) Service Desk, specifically focusing on Pentagon Primary Technical Control Facility (PPTCF) and Pentagon Alternate Technical Control Facility (PATCF).
• Monitor the Tech Control group email box for DISA ASI messages, coordinate with the ASI team, and process JSP ASI requests.
• Oversee all tasks related to the day-to-day operations of the Technical Control Facility Service Desk.
• Provide Tier-II Work Center support to receive and log trouble calls, track, resolve, and close trouble tickets according to JSP guidelines.
• Institute and maintain a Training Program in accordance with DISAC standards.
• Develop training plans, conduct in-person training classes, and maintain the Tech Control training lab.
• Demonstrated excellence in planning, directing, and managing IT operations help desks.
• Demonstrated successful working knowledge and supervision of help desk employees.
• Knowledge of Tech Control equipment such as Switches, Encryption devices, Network Operation Consoles, and Circuits.
• Knowledge of networking and network-based software applications.
• Demonstrated ability for oral and written communication with the highest levels of management.
• Must have knowledge in operating and maintaining Tier 2 Tech Control Helpdesk functions and DISAC 310-175-9.
• Must have expert knowledge in translating high level functional and technical requirements based on interactions with the user community.
• Knowledge in handling and managing incidents and service requests for activities such as changes, problems, configurations, and requisitions for equipment and services.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Location: Arlington, VA
• Type of environment: Office
• Noise level: Medium
• Work schedule: Schedule is day shift Monday – Friday. May be requested to work evenings and weekends to meet program and contract needs.
• Amount of Travel: Less than 10