Service Desk Operations Lead

Job Overview

Job Title: Service Desk Operations Lead

Job Location: Colorado Springs, Colorado

Job Responsibilities

Trace Systems is seeking an Operations Lead for a Network Operations (NETOPS) Service Desk focused on Tactical Communications in a Defense Support of Civil Authorities (DSCA) mission. This is one of the key positions with frequent customer facing responsibilities. Duties will include overseeing daily operations of the service desk, networks, and personnel. Assisting in the management of network infrastructure, implementing network security policies in line with Defense Information Systems Agency (DISA) guidelines, troubleshooting, configuring and repairing network solutions and training customers on equipment to meet mission requirements. Additionally, as needed the Operations Lead will assist in identifying network faults and provide solutions to problems, provide network technical support to internal and external network systems, troubleshoot lower level network problems, and validate on a daily basis operation of network services. This position is pending contract award and currently is a "Pipeline" position should we win.

The Operations Lead will report directly to the Program Manager and carry out daily operational tasks outlined by the technical chain of command. They are expected to be a fast learner, highly motivated, and adaptable person as the majority of training related to the Service Desk will be on the job training (OJT) and will need to relay training to the customer. Strong interpersonal skills, documentation and reporting abilities are also a must. Travel 0-20% as needed.

Primary Responsibilities:

• Manage a team of technicians to provide NETOPS support
• Set and maintain local and traveling schedules, including but not limited to PTO, maintenance rotations, emergency repairs, national response, and other requests from the customer
• Provide Service Desk support to remote user's in the field including management of trouble tickets, Return Merchandise Authorizations (RMAs), manage spare parts in both central and decentralized locations, and provide reporting
• Own and maintain the Monthly Status Report
• Oversee the creation of trip reports, Standard Operating Procedures, training materials, and other documents as needed
• Provide updates to the customer(s) on tickets, changes, and other items of note
• Configuration, troubleshoot & repair for vehicular-based and transit-cased systems (hardware)
• Field service and training to US Military and Government Civilians within the United States borders (travel: 10-20 %)
• Extensive interaction with DISA Teleport and Regional Hub Node sites including DISN services (voice, video, data and transmission)
• Training units on equipment and configuration.
• Maintain a working knowledge of the systems and devices as required by the customer
• Act as a liaison between the customer and the Service Desk
• Act as a secondary, or potentially primary, CRO for the COMSEC items held onsite
• Act as the deputy program manager as needed

The Colorado Equal Pay for Equal Work Act requires employers in the state of Colorado to disclose the following information. If the position applied to is not located in Colorado, the following information may not apply.

Salary Minimum: $80,000

Salary Maximum: $120,000

The base salary range above represents the low and high end of the Trace salary range for this position. Actual salaries may vary above or below the range based on various factors including but not limited to location, experience, and performance. In addition, Trace provides a variety of benefits to employees, including health insurance coverage, flexible spending accounts, an employee wellness program, life and disability insurance, a retirement savings plan, company holidays and paid time off (PTO).

Minimum Qualifications

• An active, in-scope US Government issued Secret clearance.
• Due to the nature of the work and contract requirements, US Citizenship is required .
• At least three years of management or supervisory experience of IT/Communications professionals.
• At least one Cisco Certification (CCNA, CCNP-RS, CCNA-Security).
• Must possess a minimum of an Associate's Degree in a technical field.
• Basic understanding of virtual infrastructure environments.

Desired Qualification

• Ability to defend ideas/point of views to clients, team members and government leaders
• Understanding of deployable architecture implementations (e.g. topologies, working knowledge, and hands on experience)
• Experience servicing and repairing network hardware
• Experience with security requirements and operating guidelines of various network classifications from unclassified (NIPRNET) to classified (SIPRNET)
• Experience with VPN tunnels and troubleshooting issue relating to VPN tunnels
• Experience with dynamic routing protocols and troubleshooting issue relating to VPN tunnels
• Experience with regard to implementation, operation, troubleshooting, management, support, and upgrade of network communications infrastructure; primarily Cisco based
• Familiarity with Cisco Unified Communications Call Managers (CUCM) is a desired skill-set
• Experience troubleshooting real time protocol (RTP) traffic such as voice and video
• Proficient with various network devices, to include: Virtual Servers, Cisco routers, switches, and firewalls
• Strong background in Deployable Tactical Communications and Homeland Security Response
• Experience troubleshooting network issues primarily over satellite communications (SATCOM) based data links
• Willingness to take ownership of highly challenging tasks and problems
• Bacholers degree in computer/management field
• Demonstrated analytical problem solver with strong computer skills
• Strong interpersonal & communication skills

Education

• Associate's Degree in a technical field.

Trace Systems

Trace Systems Inc. was founded to support and defend our nation's security interests at home and abroad-- whenever and wherever. We provide enterprise IT, engineering, full life-cycle communications, cybersecurity, cloud and virtualization services and solutions to the United States Department of Defense and other federal agencies.

To Apply: We invite you to put your talents to work by joining a growing team of dynamic professionals here at Trace Systems! Be part of a culture at our leading-edge company where you can achieve great things while fostering a satisfying and rewarding career progression. To learn more about our current openings, text 'tracejobs' to 97211 or apply directly through our website at: www.tracesystems.com . #jointracesystems

Trace Systems is an equal opportunity employer. Qualified candidates will be considered without regard to legally protected characteristics.