Tier II Helpdesk Lead Central Area Business (CAB) Manager for Tech Control

Competitive Range partners with the government to plan and deploy complex, IT-enabled, and mission-essential capabilities. Our goal is to help you develop and expand your professional capabilities while working on challenging, exciting projects in a collaborative, congenial environment.

Competitive Range Solutions requires the expertise of a talented and experienced Tier II Helpdesk Lead/Central Area Business (CAB) Manager for Tech Control to assist in directing and managing the program's executive support group. The candidate must reference their ability and experience working in a Department of Defense (DoD) customer environment and effective integration with a government multi-contractor team.

The skilled Tier II Helpdesk Lead/Central Area Business (CAB) Manager for Tech Control to spearhead the operations of the Technical Control Facility Helpdesk at the Pentagon Primary Technical Control Facility (PPTCF) and Pentagon Alternate Technical Control Facility (PATCF). This role involves managing a dynamic team that delivers round-the-clock technical support services, including trouble ticket management, COMSEC integrity maintenance, and technical guidance for Pentagon reservation services.

Roles and Responsibilities:

• Oversee the day-to-day operations of the Technical Control Facility Helpdesk, ensuring efficient handling of trouble tickets and service requests.

• Ensure the CAB and helpdesk operations are staffed and functional 24x7x365, meeting the highest standard of reliability and responsiveness.

• Maintain COMSEC integrity for both PPTCFs, ensuring all communications and data are securely managed.

• Supervise the receipt, logging, tracking, resolution, and closure of trouble tickets in accordance with established guidelines. Ensure prompt troubleshooting and clear communication until issues are resolved.

• Provide exceptional Tier-II work center support, receiving and logging trouble calls from customers, DoD service desk. Coordinate with Tier-III support as required for advanced troubleshooting and resolution.

• Conduct trend analysis and performance monitoring and generate monthly trouble ticket reports to identify areas for improvement and ensure high-quality customer service.

• Ensure all operations and procedures comply with DoD standards, regulations, and local SOPs, maintaining the highest security and operational integrity levels.

Qualifications/Experience:

• Active TS/SCI Clearance

• Minimum 5 years' experience with helpdesk support and operation in a DoD IT environment

• Minimum of 5 years working experience providing customers with day-to-day support by responding to, documenting, tracking, resolving, and managing customer issues, questions, and requests.

• Demonstrate excellence in planning, directing, and managing IT operations helpdesk in an organization similar in size to DoD.

• Demonstrate successful working knowledge and supervision of helpdesk employees in efforts similar in size and scope.

• 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 level of management.

• Must have knowledge in operating and maintaining Tier 2 Tech Control Helpdesk function 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.

Education/Certifications:

• Bachelor's Degree in a related field (required)

• HDI Support Center Manager or equivalent certification (required)

• ITIL (preferred)