CSD Helpdesk Lead

CSD Helpdesk Lead

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 devices and printers. Experience performing trend analysis on fielded equipment and systems to identify adverse equipment performance.
• Required Certifications: Comp TIA Security+
• TS/SCI clearance required.

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.

Preferred Qualifications

• Desired Certifications: Cloud+, GICSP, GSEC, or SSCP certification.