Watch Officer- Tier 3 Service Desk Support

Enhanced Veterans Solutions, Inc.•Colorado Springs, CO

20h

About The Position

EVS is seeking a highly capable Watch Officer to support our Tier 3 Service Desk in delivering a standardized suite of essential Enterprise IT (EIT) services across 187 bases worldwide. This effort is central to providing a consistent, high-quality user experience across all mission environments, empowering the U.S. Air Force to transition its focus from network operations to mission-critical outcomes. In this role, you will serve as a pivotal leader in operational coordination and incident response, directing a team responsible for real-time monitoring, incident management, and escalation support. Operating within a 24/7 environment, the Watch Officer must demonstrate strong technical leadership, exceptional situational awareness, and the ability to drive rapid, effective resolution of high-priority issues.

Requirements

Ability to support, oversee, and lead a team of System Administrators and other assigned support staff.
Active DoD Secret Clearance.
5+ years of leadership experience.
Must have at least one IAT Level II certification such as Security+.
Minimum 3 years of routing/switching experience in a WAN support environment.
Strong knowledge of networking fundamentals.
Familiarity with cloud networking and virtualization technologies.
Understanding of ITIL service delivery principles.
Experience working in a Network Operations Center (NOC) or Security Operations Center (SOC).
Ability to operate effectively in a mission-critical or emergency response environment.
Strong problem-solving and troubleshooting skills.
Proficiency in ServiceNow (ticket creation, updates, closure).
Excellent written and verbal communication skills.
Ability to brief senior-level executives and staff clearly and effectively.

Nice To Haves

Network+
ITIL Foundations

Responsibilities

Leverage technical background to guide troubleshooting and incident management of technicians.
Manage a team responsible for centralized monitoring and alerting capability, providing automated insight into the end-user experience.
Provide timely updates to leadership on priority issues and enterprise-wide outages.
Identify trends across multiple incident calls and ensure appropriate ticket roll-up into a master incident.
Conduct shift turnovers and brief incoming shift on ongoing operational activities.
Ensure proper Tier 2 to Tier 3 escalation and coordination with relevant parties.
Act as a key escalation point for critical incidents and ensure timely resolution.
Monitor network performance using various network management tools.
Provide on-call support as required.
Track and report on service provider maintenance activities.
Generate regular reports on network issues, incidents, performance, and resolutions.
Provide clear, concise updates to stakeholders during active incidents.
Collaborate with technical teams to troubleshoot, identify root causes, and implement long-term fixes.
Maintain documentation of network configurations and standard operating procedures.
Contribute to the development of SOPs, KPIs, and reporting metrics.