CSD Helpdesk Lead

Delta Solutions & Strategies•Colorado Springs, CO

12d•Onsite

About The Position

Delta Solutions and Strategies is seeking highly skilled and motivated candidates to join a high-performance team to support US Space Command (USSPACECOM) J6 to lead a team of Customer Service Desk (CSD Helpdesk) Administrators. CSD Helpdesk Admins provide computer network systems and client support services to operate and maintain LAN’s and stand-alone systems/intranets. They will also assist with and perform tracking, proper assignment and coordination of tickets submitted by the customer as well as reporting status. In addition to this, the Lead provides daily coordination of building specific helpdesk activities and maintain communication and coordination across all helpdesk locations to ensure full support coverage. The lead coordinates with the Executive Communications Administrator Lead as necessary.

Requirements

A BS degree in Information Technology, Cybersecurity, Data Science, Information Systems, or Computer Science.
Excellent customer service skills including customer relationships, responsiveness, and timely resolution of job tickets, and the ability to problem-solve creatively in time-sensitive situations
Demonstrated ability to lead small technical teams (appx 10 staff) and apply Help Desk performance metrics to improve customer satisfaction, response times, and overall efficiency
Core and Additional Knowledge, Skills, and Abilities Tasks (KSATs) defined in the DoD Cyber Workforce Framework for Work Role 451 Intermediate.
Experience with unclassified network enterprise, classified Secret network enterprise, Secret Releasable LANs, TS-SCI LAN, the gateway servers.
Experience providing Tier 3 and Tier 4 service desk and job control functions, solving issues and configurations on military devices such as desktops, mobile device sand printers.
Experience performing trend analysis on fielded equipment and systems to identify adverse equipment performance.
Comp TIA Security+ certification
TS/SCI and SAP clearance required

Nice To Haves

Cloud+, GICSP, GSEC, or SSCP certification

Responsibilities

Lead a team of CSD Help Desk Administrators to coordinate helpdesk activities, ensure cross-team and cross-building coordination, properly allocate resources across facilities to ensure response times are met, and coordinate with the Executive Communications Administrator Lead as necessary.
Operate, maintain, and provide input to USSPACECOM J6 IT systems, infrastructure, and related software/hardware resources
Analyze helpdesk metrics to identify trends and recommend improvements to reduce downtime and enhance user support
May occasionally act as a Tier I resource to resolve frontline technical issues
Lead technical troubleshooting and configuration efforts on military-managed desktops, mobile devices, printers, and peripherals
Exercise independent judgment to diagnose and implement solutions for issues on SIPR, NIPR, and JWICS networks
Maintain and improve endpoint management standards, including imaging, configuration, and deployment workflows
Coordinate with system/capability owners and IT leadership to resolve software/network issues beyond local administrative access
Assist in the development and refinement of SOPs and IT process documentation for classified systems
Ensure proper handling and accountability of IT hardware through full lifecycle management and DoD disposal policies
Support IT posture during real-world and exercise-based contingency operations
Track and manage tickets using USSPACECOM’s helpdesk system and serve as a technical liaison between users and capability owners