Alternate Project Manager / Service Desk Lead

UPSLOPE ADVISORS, INC

2d•Onsite

About The Position

The Alternate Project Manager (Alt PM) / Service Desk Lead is a dual‑role position that serves as the Government’s primary on‑site operational point of contact and the lead technician for day‑to‑day JMC IT Help Desk Support Services at Fort Bliss, Texas. This role provides continuity of service for a 250+ person JMC operational footprint and assumes full Project Manager authority in the absence of the PM. Unlike a traditional Alternate PM role focused solely on administrative backup, this position is performance‑critical. The Service Desk Lead directly manages ticket intake, triage, resolution workflows, and personnel coordination, while serving as the daily face of the Contractor to JMC G6 leadership and the COR. Success in this role requires a strong blend of hands‑on technical expertise, customer service discipline, and situational awareness to identify and elevate issues that may impact contract performance. This position is aligned to an upcoming Government contract opportunity and is contingent upon successful contract award.

Requirements

Associate’s degree or higher in Information Technology, Computer Science, Network Administration, or a related field. An equivalent combination of technical training, military occupational experience (e.g., Army 25‑series MOS), and certifications may substitute for a degree.
Minimum three (3) years of experience in IT help desk, desktop support, or systems administration roles.
At least one (1) year of experience in a lead or senior technician capacity.
Experience providing IT support in a DoD or Army environment, including familiarity with Army network infrastructure, CAC‑based authentication, and NIPR/SIPR access protocols.
Experience processing service requests through a ticketing system in an environment supporting 100+ users.
Demonstrated ability to act as a technical escalation point while managing concurrent open tickets.
Proficient troubleshooting of Windows 10/11, Microsoft Office (2013 and later), Adobe Acrobat Pro, and Microsoft Outlook in a DoD networked environment.
Experience configuring and supporting network‑connected printers, copiers, and fax machines on Army CANs.
Familiarity with VoIP telephone systems, DSN lines, and installation‑level telecommunications support.
Working knowledge of NIPRnet and SIPRnet environments, IT‑II and IT‑III access requirements, and CAC issuance procedures.
Experience performing Line Service Request (LSR) processing and Telephone Control Officer (TCO) duties.
All certifications must be active at time of proposal submission and maintained throughout the period of performance: CompTIA A+ (hardware and OS fundamentals; required per PWS 1.13.9) CompTIA Security+ (meets DoD 8570 IAT Level II requirements) Computing Environment Certification (Windows 10/11) as directed by DoD MCTS Windows 10 (must remain current with OS and application updates)
Active SECRET clearance required at time of proposal submission and must be maintained for the duration of the contract and all option years.
U.S. citizenship required.
Favorable suitability determination and DISS enrollment established prior to performance.
Valid CAC and IT‑II access required for daily operations.

Responsibilities

Act with full PM authority for all contract matters related to daily operations whenever the PM is unavailable, traveling, or otherwise inaccessible.
Maintain availability to the CO and COR between 0800–1700, Monday–Friday, excluding Federal holidays, as the on‑site management presence.
Support the PM in preparing and submitting required contract deliverables, including the Quality Control Plan (QCP), monthly progress reports, training certificates, and personnel notifications.
Identify, document, and escalate incidents or risks that may impact contract performance to the PM and COR within 24 hours of identification.
Serve as the primary point of contact for all IT help desk requests received via phone, email, and walk‑in support for JMC and TRIAD personnel.
Triage, assign, track, and prioritize service requests in coordination with the JMC Information Management Officer (IMO), ensuring resolution within required response windows: 8 business hours for PC/software issues 4 business hours for printer and communications issues
Lead and supervise help desk technicians, providing technical guidance, workload distribution, and quality assurance on ticket documentation and resolution.
Troubleshoot and resolve issues involving desktops, laptops, printers, copiers, fax machines, network connectivity, VoIP telephones, and peripheral devices on the Fort Bliss Campus Area Network (CAN).
Perform Telephone Control Officer (TCO) duties, including processing Line Service Requests (LSRs) and NIPRnet/SIPRnet service requests.
Configure, test, and integrate printers, copiers, and fax machines on the FBCAN network; maintain usage logs; and coordinate vendor warranty and maintenance actions through the IMO.
Support Live Field Experiment (LFX) exercises conducted twice per year, including pre‑exercise preparation, on‑site IT support, and post‑exercise system validation.
Maintain configuration currency across supported platforms including Windows 10/11, Microsoft Office (2013 and later), Adobe Acrobat Pro, and Microsoft Outlook.
Contribute to monthly progress reports by documenting ticket volumes, resolution timelines, trends, and anomalies.
Complete all required security, AT, and compliance training (AT Level I, OPSEC, iWatch, TARP, IA Awareness) and maintain certificates throughout the period of performance.