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Operations Voice Manager

3 months ago

Arlington, United States Dynamic vSolutions Full time

Dynamic V Solutions is seeking an experienced Tier 2 Helpdesk Lead CAB Manager for Tech Control to join our team supporting DISA JSP ETM in Arlington, VA. The successful candidate will have extensive experience managing help desk operations and delivering high-quality customer service in a fast-paced, mission-critical setting.


Education Requirements:

  • Bachelor’s Degree in a related field.


Experience Requirements:

  • Minimum of 5 years’ experience with help desk support and operations in a DoD IT environment.
  • Minimum of 5 years' experience providing day-to-day customer support, including responding to, documenting, tracking, resolving, and managing customer issues, questions, and requests.


Certification Requirements:

  • HDI Support Center Manager or equivalent certification.


Clearance Requirements:

  • Active TS/SCI Clearance.


Key Responsibilities:

  • RESPONSIBILITIES
  • Oversees the day-to-day operations of the Technical Control Facility (TCF) Service Desk, specifically focusing on Pentagon Primary Technical Control Facility (PPTCF) and Pentagon Alternate Technical Control Facility (PATCF).
  • Monitor the Tech Control group email box for DISA ASI messages, coordinate with the ASI team, and process JSP ASI requests.
  • Oversee all tasks related to the day-to-day operations of the Technical Control Facility Service Desk.
  • Provide Tier-II Work Center support to receive and log trouble calls, track, resolve, and close trouble tickets according to JSP guidelines.
  • Institute and maintain a Training Program in accordance with DISAC standards.
  • Develop training plans, conduct in-person training classes, and maintain the Tech Control training lab.
  • Demonstrated excellence in planning, directing, and managing IT operations help desks.
  • Demonstrated successful working knowledge and supervision of help desk employees.
  • Knowledge of Tech Control equipment such as Switches, Encryption devices, Network Operation Consoles, and Circuits.
  • Knowledge of networking and network-based software applications.
  • Demonstrated ability for oral and written communication with the highest levels of management.
  • Must have knowledge in operating and maintaining Tier 2 Tech Control Helpdesk functions and DISAC 310-175-9.
  • Must have expert knowledge in translating high level functional and technical requirements based on interactions with the user community.
  • Knowledge in handling and managing incidents and service requests for activities such as changes, problems, configurations, and requisitions for equipment and services.

Join Dynamic V Solutions to lead a dynamic team in supporting critical DoD operations through expert help desk management and customer support.



Job Type: Full-time


Pay: $27.55 - $38.39 per hour


Benefits:

  • 401(k)
  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance


Schedule:

  • 8 hour shift
  • Monday to Friday


Experience:

  • Help desk: 5 years (Preferred)


Work Location: In person