TIER 2 HELPDESK LEAD CAB MANAGER FOR TECH CONTROL WITH SECURITY CLEARANCE

Validatek - Arlington, VA

Full-time - Mid Level

Arlington, VA

Professional, Scientific, and Technical Services

About the position

ValidaTek is searching for a Tier 2 Helpdesk Lead CAB Manager for Tech Control to oversee the operations of the help desk that supports a large Department of Defense (DoD) IT infrastructure program. This role is critical as it provides a common view for all enterprise-wide users, ensuring that they receive the necessary support to utilize the network effectively. The manager will serve as the primary point of contact between the help desk and leadership, focusing on customer service, performance, and the optimization of processes. The goal is to ensure that end users have the support they need to be successful in their tasks. In this position, the manager will be responsible for managing all day-to-day system support functions. This includes ensuring that help desk tickets are closed effectively and efficiently while maintaining a high level of customer service satisfaction. The manager will also plan and review helpdesk standards, procedures, and protocols to enhance customer service. Acting as the Subject Matter Expert, the manager will provide guidance and leadership to team members, holding them accountable for high standards of performance that emphasize accuracy, professionalism, and customer satisfaction. Effective communication with all levels of leadership, stakeholders, and end users is essential, and the manager will ensure that team members communicate effectively as well. This role requires a proactive approach to managing help desk operations, with a focus on continuous improvement and optimization of processes to meet the needs of the organization and its users.

Responsibilities

• Manage all day-to-day system support functions, ensuring tickets are closed effectively and efficiently and provide a high level of customer service satisfaction.
• Plan and review helpdesk standards, procedures, and protocols to improve and enhance customer service.
• Act as the Subject Matter Expert for team members and provide guidance and leadership for optimal performance.
• Hold team accountable for high level standards of performance focused on accuracy and knowledge, professionalism, and customer satisfaction.
• Communicate effectively with all levels of leadership, stakeholders, and end users. Ensure team members do the same.

Requirements

• 5+ years' experience with help desk support and operation in a DoD IT environment.
• Experience providing customers with day-to-day support by responding to, documenting, tracking, resolving, and managing customer issues, questions, and requests.
• Demonstrated excellence in planning, directing, and managing IT operations help desks in a large organization.
• Demonstrated successful working knowledge and supervision of help desk 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.
• Knowledge in handling and managing incidents and service requests for activities such as changes, problems, configurations, and requisitions for equipment and services.
• Demonstrated ability for oral and written communication with the highest levels of management.
• Expert knowledge in translating high level functional and technical requirements based on interactions with the user community.
• HDI Support Center Manager or equivalent certification is required.
• Current TS/SCI clearance is required.
• Bachelor's degree in a relevant field that provides knowledge useful for managing IT requirements.