Tier 2 Helpdesk Lead/CAB Manager

Job Summary:
The Tier 2 Helpdesk Lead/CAB Manager is a critical role responsible for overseeing the help desk support operations and the Change Advisory Board (CAB) within a Department of Defense (DoD) IT environment. This position requires a Bachelor's degree in a related field and a minimum of 5 years of experience in help desk support and operation, as well as experience in managing customer issues and requests. The ideal candidate will have an HDI Support Center Manager certification or equivalent, an active TS/SCI Clearance, and demonstrated excellence in planning, directing, and managing IT operations help desks. The Lead/CAB Manager will have in-depth knowledge of Tech Control equipment, networking, and network-based software applications, and the ability to translate high-level functional and technical requirements based on user interactions.

Essential Duties and Responsibilities:

• Lead and manage Tier 2 Helpdesk operations, providing day-to-day support by responding to, documenting, tracking, resolving, and managing customer issues and requests.

• Plan, direct, and manage IT help desk operations, ensuring high-quality service delivery and customer satisfaction.

• Supervise help desk employees, ensuring that efforts are aligned with the size and scope of the organization similar to JSP.

• Maintain knowledge of Tech Control equipment, including switches, encryption devices, network operation consoles, and circuits.

• Oversee the Change Advisory Board, managing changes, problems, configurations, and requisitions for equipment and services.

• Communicate effectively with the highest levels of management, providing oral and written reports on help desk operations and CAB activities.

• Translate high-level functional and technical requirements based on interactions with the user community into actionable IT support strategies.

• Operate and maintain Tier 2 Tech Control Helpdesk functions in accordance with DISAC 310-175-9.

Education and/or Experience:

• Bachelor’s Degree in a related field is required.

• Minimum 5 years’ experience with help desk support and operation in a DoD IT environment.

• Minimum of 5 years working experience with providing customer support and managing IT help desk operations.

Certifications, Licenses, Registrations:

• HDI Support Center Manager certification or equivalent is required.

Security Clearance:

• Must possess an active TS/SCI Clearance.

Knowledge, Skills, and Abilities:

• Demonstrated excellence in managing IT help desk operations in an organization similar in size to JSP.

• In-depth knowledge of Tech Control equipment, networking, and network-based software applications.

• Expertise in translating high-level functional and technical requirements into effective IT support strategies.

• Strong oral and written communication skills, with the ability to engage with the highest levels of management.

• Proficiency in operating and maintaining Tier 2 Tech Control Helpdesk functions and familiarity with DISAC 310-175-9.

• Ability to handle and manage incidents and service requests effectively.

• Strong leadership skills with the ability to supervise and direct help desk employees.

Basic Qualifications:

• U.S. Citizenship Required

Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit offerings here. If you are ready to join a growing company, please submit your resume and cover letter (optional).

EOE M/F/DISABLED/Vet

Red River is an equal opportunity employer and makes employment decisions based on business needs, job requirements and individual qualifications, without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity or expression, marital status, age, family medical history or genetic information, disability, past or present military service, or any other characteristics protected under the laws applicable in the locations where Red River operates. Red River will not tolerate discrimination or harassment based on any of these characteristics. 

Red River does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless Red River has an active agreement in place with the recruiter and such a request has been made by the Red River Talent Acquisition team and such candidate was submitted to the Red River Talent Acquisition Team via our Applicant Tracking System. Any unsolicited resumes or other data submitted to Red River in violation of this policy may be used by Red River without obligation to pay any fees of any kind to the recruiter.