Tier 2 Helpdesk Lead CAB Manager for Tech Control

Job Description

GCyber is actively seeking an experienced Tier 2 Helpdesk Lead CAB Manager for Tech Control to oversee and enhance our help desk operations within a dynamic DoD IT environment. This role involves managing day-to-day support functions, ensuring effective issue resolution, and maintaining high levels of customer satisfaction. The ideal candidate will possess a strong background in technical support, an in-depth understanding of Tech Control equipment, and excellent leadership skills.

As a Tier 2 Helpdesk Lead CAB Manager for Tech Control, you will:

Direct and oversee the Tier 2 Tech Control Helpdesk operations, ensuring prompt and effective resolution of issues related to switches, encryption devices, network operation consoles, and circuits.

Develop and implement policies and procedures for the help desk team to ensure consistent service quality and operational efficiency.

Act as a primary liaison between the help desk team and senior management, translating high-level functional and technical requirements into actionable help desk strategies.

Manage and supervise help desk employees, providing guidance, training, and support to ensure the team is well-equipped to handle a wide range of technical issues.

Conduct regular reviews of help desk operations, identifying areas for improvement and implementing changes to enhance service delivery and customer satisfaction.

Coordinate and manage the Change Advisory Board (CAB) process for Tech Control, overseeing the evaluation, approval, and implementation of changes to the technical environment.

Maintain an expert level of knowledge regarding networking and network-based software applications, leveraging this expertise to improve help desk support functions.

Handle and manage incidents and service requests, including changes, problems, configurations, and requisitions for equipment and services, ensuring compliance with DISAC 310-175-9 and other relevant standards.

Minimum Qualifications and Experience:

Active TS/SCI Clearance required.

Bachelor’s Degree in a related field such as in IT, Telecommunications, or Management.

Minimum 5 years of experience in help desk support and operations within a DoD IT environment, demonstrating a track record of successful IT operations and management.

At least 5 years of experience in customer support, proficient responding to, documenting, tracking, resolving, and managing customer issues, questions, and requests.

HDI Support Center Manager certification or equivalent.

Demonstrated ability to plan, direct, manage IT operations help desks in an organization similar in size and complexity to the requirements outlined in the Call Order.

In-depth knowledge of Tech Control equipment, networking, and network-based software applications.GCyber is an Equal Opportunity Employer. This means you don’t have to worry about whether your application process will be fair. We consider all applicants without regard to race, color, religion, age, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, veteran status, or disability.

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