Service Desk Operations Lead

Trace Systems•Colorado Springs, CO

2d•$105,000 - $110,000

About The Position

Trace Systems Trace Systems is seeking an Operations Lead for a Network Operations (NETOPS) Service Desk focused on Tactical Communications in a Defense Support of Civil Authorities (DSCA) mission. This is one of the key positions with frequent [customer-facing] responsibilities. Duties will include overseeing daily operations of the service desk, networks, and personnel. Assisting in the management of network infrastructure, implementing network security policies in line with Defense Information Systems Agency (DISA) guidelines, troubleshooting, configuring and repairing network solutions and training customers on equipment to meet mission requirements. Additionally, as needed the Operations Lead will assist in identifying network faults and provide solutions to problems, provide technical network support to internal and external network systems, troubleshoot lower-level network problems, and validate on a daily basis operation of network services.

Requirements

An active, in-scope US Government issued Secret clearance.
Due to the nature of the work and contract requirements, US Citizenship is required.
At least three years of management or supervisory experience of IT/Communications professionals.
Current DOD 8570.01 IAT Level II certification such as CompTIA Security+ CE or equivalent is required
Must have a CCNA certification.
A Bachelor’s Degree plus 3 years of recent specialized experience, or: an Associate’s Degree plus 7 years of recent specialized experience, or a Major Certification plus 7 years of recent specialized experience, or 11 years of recent specialized experience.

Nice To Haves

Ability to plan, assess, report and manager potential network risks and operational status.
Capability to effectively coordinate information flow from all stakeholders to senior military personnel (O-6 and above) for incident/crisis response and/or mission support.
Minimum six (6) years of overall experience in Information Technology.
Experience in engineering network layout installations, and in system support with knowledge of installing, operating, and performing diagnostic testing and repair of fixed and deployable tactical voice and data communication systems.
Experience providing network and IT services such as Network Management (NM), Information Assurance (IA), and LAN/WAN engineering in-depth knowledge of telecommunications facilities, architecture, and circuit connectivity.

Responsibilities

Manage a team of technicians to provide NETOPS support, while directing troubleshooting of all network outages and provide risk and crisis management to mitigate effects to ongoing daily operations. Act as a secondary, or potentially primary, CRO for the COMSEC items held onsite.
Utilizes network monitoring tools to proactively identify and troubleshoot issues before they result in network outages to include performing hardware, server, network and software troubleshooting.
Provide Service Desk support to [remote users] in the field including management of trouble tickets, Return Merchandise Authorizations (RMAs), manage spare parts in both central and decentralized locations, and provide reporting updates to the customer(s) on tickets, changes, and other items-of-note.
Configure, troubleshoot & repair] for vehicular-based and transit-based systems (hardware), and provide field service and training to US Military units and Government Civilians within the United States borders.
Act as a liaison between the customer and the Service Desk, and establish and collect metrics to monitor and validate workforce readiness including analysis of workforce data to assess the status of positions identified, filled, and filled with qualified personnel.