Tier 2 Helpdesk Lead CAB Manager for Tech Control

DecisionPoint Corporation is seeking a Tier 2 Helpdesk Lead CAB Manager for Tech Control to join our team on the upcoming Enterprise DISA JSP ETM Services 2.0 program.

This position is onsite in the Washington, DC area. 

• Oversee day-to-day operations of the Tech Control Facility Service Desk (CAB) to ensure efficient handling of trouble tickets received from multiple sources (e.g., customers, DISA, JSP Service Desks).

• Provide 24x7x365 Tier II support, including receiving, logging, and resolving trouble calls from various customers, coordinating support with JSP and Pentagon teams as necessary.

• Respond promptly to critical incidents and escalate unresolved issues to Tier III or other designated points of contact for further support.

• Track and document the status of all trouble tickets, ensuring each ticket contains detailed information on the issue, troubleshooting actions, and resolution.

• Generate hourly updates for VIP and critical tickets, maintaining accurate status logs until issues are fully resolved.

• Produce monthly trouble ticket reports that outline ticket metrics, including response and resolution times, cause analysis, and trend insights to improve service delivery and customer satisfaction.

• Use government-provided tools (e.g., NetMS, Netscout, ScienceLogic, GemX, Preside) to monitor the health and status of circuits, networks, and equipment under PPTCF responsibility.

• Oversee fault isolation and restoration efforts for any network disruptions, ensuring prompt actions are taken to restore services according to JSP standards.

• Maintain a Master Station Log (MSL) with detailed records of significant events such as system outages, equipment issues, troubleshooting actions, updating entries in real-time.

• Submit daily and monthly MSL reports, ensuring accuracy and compliance with JSP policies and guidelines.

• Manage the activation, deactivation, and modification of circuits as required, coordinating with JSP and Pentagon support teams for efficient circuit management.

• Conduct circuit reviews and validations, ensuring accurate documentation within history folders and Circuit Layout Records (CLRs).

• Ensure equipment and cables are labeled correctly and maintain records for future reference and accountability.

• Establish a trend analysis program to monitor outages, availability, and reliability metrics for all circuits and links under Tech Control management.

• Provide monthly trend analysis reports to the COR and ACOR, highlighting any issues that fall below required thresholds and recommending corrective actions as needed.

• Ensure compliance with COMSEC procedures, including keying material (KEYMAT) management, COMSEC inventory, and destruction in alignment with DoD and JSP standards.

• Maintain two-person integrity during COMSEC operations, ensuring that all secure materials are appropriately stored and handled.

• Oversee the development and implementation of training plans for Tech Control personnel, ensuring consistent training on troubleshooting circuits, handling trouble tickets, and using monitoring tools.

• Support training sessions to improve team proficiency, maintaining a log of completed training and certifications for Tech Control staff.

• Generate and distribute regular reports on circuit activations, trouble tickets, trend analysis, and training status.

• Facilitate communication with JSP leadership and other stakeholders, providing real-time updates on critical issues and ensuring alignment with mission objectives.

• Active TS/SCI clearance required.

• Bachelor’s Degree in Related Field with 5+ years experience; 5+ years within the DOD environment

• Demonstrated excellence in planning, directing, and managing IT operations help desks in an organization similar in size to JSP
  

• Demonstrated successful working knowledge and supervision of help desk employees in efforts similar in size and scope as referenced under this Call Order.
  

• 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.

• Certifications: HDI Support Center Manager or equivalent certification

• EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.