Helpdesk Lead

Helpdesk Lead
Quantico, VA

The Helpdesk Lead reports to and receives work direction derivatives from the MSTP Project Manager.


ESSENTIAL DUTIES AND RESPONSIBILITIES

• Oversee daytoday Help Desk operations, ensuring effective delivery of Tier 1 and Tier 2 support, proper escalation paths, and high-quality customer service.

• Lead and coordinate contract support and maintenance activities for MSTP AV systems, ensuring compliance with lifecycle sustainment requirements.

• Manage and validate VTC scheduling across MSTP, including complex or multiagency VTC events requiring advanced bridge configurations.

• Direct and support collaborative planning between multiple MSTP sites using integrated audio/video/web systems; ensure technical readiness for exercises and wargames.

• Provide technical direction to junior and midlevel technicians; oversee training, workload distribution, and quality assurance.

• Lead efforts to resolve technical refresh and lifecycle management challenges, ensuring alignment with USMC policy and budget constraints.

• Oversee service request initiation and adherence to USMC IT Service Catalog and TECOM G6 ESM processes.

• Manage and validate asset accountability, inventory reconciliation, and compliance reporting.

• Supervise the creation, revision, and implementation of SOPs, desktop procedures, and help desk process documentation.

• Ensure accurate and timely ticket management, reporting, and trend analysis for leadership review.

• Oversee the SAAR process, ensuring compliance, accuracy, and proper authorization chains for all networks used by MSTP.

EDUCATION

• Information Assurance Technical (IAT) Level II: Baseline Certification - IAW DoD 8140.01 required (CCNA Security, CySA+, GICSP, GSEC, Security+ CE, SSCP); a minimum of one valid Computing Environment (CE)/Operating System (OS) Certificate (i.e. MS Windows Server 2012 R2 Cert, MS Windows 10 cert, a VMware 6.0 Cert); and at least 3 years in IA technology or a related area.

• Must possess and maintain training and certifications sufficient to be granted privileged access to Marine Corps information technology (IT) and information systems (IS)

EXPERIENCE

• Minimum five years of operational military experience employing A/V systems, collaboration services, and VTC infrastructure in support of training or operational missions.

• Minimum four years of experience managing or administering Cisco Call Manager, enterprise VTC environments, and unified communications systems.

• Minimum four years of Enterprise or DoD Help Desk experience, including Tier 2 escalation, workflow oversight, or technical leadership.

• Minimum three years of advanced mobility support experience, including overseeing Purebred key management and enterpriselevel BlackBerry UEM operations.

CORE SKILLS/COMPETENCIES

Required Knowledge, Skills and Abilities

• Proficient in MS Word, Outlook, Excel, PowerPoint, Visio, Project, and SharePoint.

• Strong communication and presentation skills. Able to read, write, and communicate effectively in English. Able to design and write clear communications and present training programs.

• Excellent organizational, planning, problem-solving, prioritization, interpersonal skills, and able to instinctively adapt, plan, inform and influence.

WORKING CONDITIONS

• Required to sit for extended periods of time and maintain focus

• Daily travel in local area during work day (including use of personal vehicle)

• Be able to work an unstable schedule, to include holidays and weekends.

SPECIAL POSITION NOTATIONS

• CONUS and OCONUS travel may be required for up to three weeks at a time (or longer).

• Qualification as an authorized company driver is required. All authorized company drivers must have a valid driver's license, current automobile insurance, and a driving record that is acceptable to the company's auto insurance provider.

SECURITY CLEARANCE

• A Secret security clearance is required for this position.

• This position also requires a completed Personnel Security Investigation that will qualify the incumbent to be eligible for access to at least the TS-SCI level, and the individual must be read-in for NATO level access.

This position description outlines the general responsibilities and requirements for the stated position and in no way is an exhaustive list. The company maintains the right to assign or reassign responsibilities to this position at any time.