Senior Help Desk Team Lead

Job Description

Job Description

Senior Help Desk Team Lead

| Location | Fort Benning, GA
| Schedule | Monday–Friday, 8am–5pm
| Clearance | Active secret clearance required on day one of the contract
| Employment Type | Full-time, contingent upon contract award
| Salary Range | $66K-$95K 

Caplock Security is seeking an experienced Senior Help Desk Team Lead to direct day-to-day Educational Technology Support (ETS) operations for student soldiers and instructors at the Maneuver Center of Excellence, Fort Benning. The ETS Team Lead manages a team of 12 or more technicians and coordinates ETS scheduling and functions. They work closely with the contract Program Manager and Government customer to support the training mission, in an environment serving classes of up to 400 students per course rotation.

Key Responsibilities:

Team Leadership and Program Management
•      Lead, supervise, and schedule the ETS team, including help desk support specialists and system administrators, across up to four NOC sites.
•      Coordinate daily ETS activities, workload distribution, and coverage to meet performance standards.
•      Work with the contract Program Manager, the Contracting Officer's Representative (COR), and Government stakeholders to prioritize work and resolve issues.
•      Serve as Alternate Program Manager and assume full program management responsibilities in the Primary PM's absence.
•      Review statement of charges and Financial Liability Investigation of Property Loss (FLIPL) packets.
•      Evaluate existing processes and improve business processes for day-to-day maintenance and support requests.

Systems Administration Oversight
•      Oversee cloud and server maintenance, storage allocation, and print server maintenance and management.
•      Direct Active Directory management of user and computer accounts, print objects, and security groups. 
•      Work with the NEC to resolve issues with user accounts, network outages, remote access, and Wi-Fi connectivity.
•      Oversee development and maintenance of the ETS System Administrator SharePoint site. 

Cybersecurity and IA Compliance
•      Lead quarterly Security Technical Implementation Guide (STIG) analysis and mitigation on ETS systems and servers to maintain DoD IA compliance.
•      Help the Government audit student Acceptable Use Policy (AUP) and IA directories to achieve 100% DoD IA compliance.
•      Direct incident response for systems and users with known or suspected IA compliance issues.
•      Make sure the team complies with all IA, information security, and software licensing requirements.

Student and Instructor Support Oversight
•      Oversee on-site and remote customer and automation support for students and instructors for the full duration of their courses.
•      Supervise device preparation, including baseline reimaging, BIOS configuration, and post-install customization for each course session.
•      Oversee mobile device issuance, turn-in, and security briefings. 
•      Oversee training for new instructors on classroom instructional technology, collaborative tools, and course software.

Required Qualifications

•      Bachelor's degree in an Information Technology or related field.
•      At least 12 years of experience in a technical environment.
•      At least 8 years of experience supporting student environments of similar scope and size, either for the Government or for a Government client.
•      Demonstrated experience managing day-to-day activities for a team of at least 12 members.
•      Information Technology Infrastructure Library (ITIL) Foundation certification.
•      Active secret security clearance in good standing on the first day of the contract.
•      Working knowledge of Active Directory, SCCM, SharePoint, print server management, cloud and server storage administration, and network imaging.
•      Working knowledge of DoD IA requirements, including STIG implementation and mitigation.

Preferred Qualifications

•      DoD 8140/8570-compliant certification (e.g., CompTIA Security+ CE or higher).
•      Familiarity with Army property accountability processes
•      Experience supporting Army training systems, installations or school environments.
•      Prior experience as a Program Manager or Deputy/Alternate PM on a federal contract.

Work Environment

This position is on-site at Fort Benning, GA, and requires moving between multiple NOC and classroom locations. It may occasionally involve lifting and transporting IT equipment such as laptops, tablets, and peripherals.

This position requires an active secret security clearance or the ability to obtain and maintain one. U.S. citizenship is required. Applicants selected will be subject to a government security investigation and must meet eligibility requirements for access to classified information.