Lead Client Support Center Manager

Integral•San Antonio, TX

About The Position

The Lead Client Service Center Lead provides Air Force Life Cycle Management Center, Cryptologic and Cyber Systems Division (CCSD), also known as AFLCMC/HNC or HNC, life-cycle management for Information Assurance (IA) and other critical systems.

Requirements

Bachelor’s Degree in IT related degree with 4 years experience OR Bachelor Degree with minimum 6 years of relevant experience
Proficiency in Windows Operating Systems and Microsoft Office Products
Proficiency in Microsoft Active Directory; Microsoft Server 2008, or higher; proficiency in VMWare 5.1or higher and vSphere Administration
Registered IAT Level II baseline certification: either CCNA Security, CySA+, GICSP, GSEC, Security+CE, CND and SSCP (preferred Security+ CE certificate)
TS/SCI Clearance
Valid Counter Intelligence (CI) Polygraph in order to obtain NSA access and perform maintenance on NSA servers

Responsibilities

Assist in identifying inefficiencies, mapping current workflows, proposing improvements, and monitoring process performance.
Support the Government in facilitating continuous improvement sessions, such as retrospectives, planning events, and daily stand-ups, where applicable and align/tailor process improvement tools and methodologies with Government objectives and specific needs of each functional section.
Act as the single point of contact for resolution of incidents, end user assistance for IT questions and service requests. CSC provides full IT support, including but not limited to system administration, user support, technical support assistance, service request management, remote desktop management, self-help tools, Hardware (HW) and Software (SW) direct service desk support.
Oversee the Help Desk to troubleshoot and resolve issues related to IT equipment and hardware in a timely manner, ensuring that users are informed of the status of their requests and that all issues are resolved promptly and effectively
Prioritize all service requests, including trouble tickets and addressed in accordance with the defined response times. When an issue cannot be resolved within the designated timeframe or requires specialized expertise, escalate the problem to the appropriate organization or process for further resolution.
Maintain clear communication with the user throughout the resolution process, ensuring timely updates on the status and progress of their service request.