DecisionPoint is hiring a Shift Lead to supervise service-desk staff supporting the Defense Casualty Information Processing System (DCIPS) Future. During your assigned coverage period, you will manage queue priorities, coordinate escalations, keep users informed, and oversee handovers. You will use your technical-support experience to guide the team during daily operations and incidents.

You will keep ticket ownership clear and coordinate with application, infrastructure, and cybersecurity teams through resolution. The role requires sound judgment, accurate records, and careful handling of sensitive Department of Defense information.

This position is fully remote. The DCIPS Future user-support service window is 8:00 a.m. to 4:30 p.m. Eastern Time, Monday through Friday, excluding government holidays. Individual work schedules are assigned to support that coverage.

• Direct assigned service-desk staff, allocate work, and maintain coverage during the assigned support period.
• Review ticket categories, priorities, age, and service performance. Intervene when work stalls or is at risk of missing service targets.
• Maintain Total Contact Ownership after escalation. Keep an assigned owner on each ticket, update the user, document next steps, and verify resolution before closure.
• Coordinate incident triage, outage updates, and technical escalation under established incident-response procedures.
• Review authorized dashboards, queues, and alerts. Refer availability, performance, or security issues to the responsible technical teams and track their response.
• Conduct handovers that identify open incidents, responsible owners, pending actions, and escalation status.
• Coordinate DCIPS application, network, account, software, and hardware-support issues, including repair-service dependencies, with designated technical owners.
• Ensure account and credential requests follow identity verification, authorization, and audit procedures, with execution limited to personnel holding the required permissions. Reinforce Zero Trust principles in access handling and escalation.
• Review how planned changes and deployments will affect support and whether the desk is prepared. Coordinate with Configuration, Change, and Release Management, and escalate missing approvals or unresolved dependencies.
• Coach staff in troubleshooting, ticket documentation, knowledge use, security procedures, and customer service.
• Analyze recurring issues, recommend problem investigations, and contribute improvements to procedures, self-service content, and training.
• Report queue performance, coverage gaps, capacity risks, and unresolved incidents to service-desk and program leadership.
• Validate support workflows and escalation arrangements before service activation and following changes. Maintain secure, accurate shift records and support documentation.

• Active Secret clearance or higher.
• Bachelor's degree in Information Technology, Computer Science, or a related discipline.
• At least five years of experience supporting or leading service-desk, network operations center, or system-operations functions.
• Experience supervising or coordinating technical personnel in mission-critical environments, including 24-hour operations.
• Demonstrated ability to manage incident, problem, and change-management activities within ITIL-aligned processes.
• Familiarity with IT service-management platforms such as ServiceNow, Jira Service Management, or BMC Remedy.
• Experience using monitoring and alerting tools such as SolarWinds, Splunk, or AWS CloudWatch, and knowledge of network, infrastructure, and application troubleshooting.
• Knowledge of incident escalation, root-cause analysis, the Risk Management Framework, Security Technical Implementation Guides, and DoD cybersecurity requirements.
• Strong team coordination, reporting, and customer-service skills, with the ability to make timely decisions and communicate calmly during incidents.
• ITIL 4 Foundation certification, or ability to obtain it within 90 days of employment.

Preferred certifications

• CompTIA Security+ CE.
• HDI Team Lead or an equivalent service-desk leadership certification.