Helpdesk Lead/CAB Manager

ValidaTek, Inc. • Arlington, VA

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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 operations that supports a large DoD IT infrastructure program providing a common view for all enterprise-wide users. As the primary point of contact between the help desk and leadership, this manager will focus on customer service, performance, and optimization of processes to ensure end users have the support they need to be successful when utilizing the network.

Requirements

• 5+ years’ experience with help desk support and operation in a DoD IT environment as well as experience with providing customers with day-to-day support by responding to, documenting, tracking, resolving, and managing customer issues, question, 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 as referenced under this Call Order.
• 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. 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.
• All candidates must have an HDI Support Center Manager or equivalent certification.
• All candidates must have a current TS/SCI clearance.
• Candidates must have a bachelor’s degree with a major in a field that provides knowledge useful for managing IT requirements like those of the Call Order requirement.

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. Ensures team members do the same.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees