Service Desk Operations Lead

Overview Job Title: Service Desk Operations Lead Job Location: Colorado Springs, Colorado Responsibilities Trace Systems is seeking a Service Desk Operations Lead (NETOPS) focused on Tactical Communications in a Defense Support of Civil Authorities (DSCA) mission. This is a key position with frequent customer-facing responsibilities. Duties 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 to meet mission requirements. As needed, the Operations Lead will assist in identifying network faults and providing solutions, deliver technical network support to internal and external network systems, troubleshoot lower-level network problems, and validate daily operation of network services. Duties Include Manage a team of technicians to provide NETOPS support, directing troubleshooting of all network outages and providing risk and crisis management to mitigate effects on daily operations. Act as a secondary, or potentially primary, CRO for COMSEC items held onsite. Utilize network monitoring tools to proactively identify and troubleshoot issues before they cause outages, including hardware, server, network, and software troubleshooting. Provide Service Desk support to remote users in the field, including management of trouble tickets, Return Merchandise Authorizations (RMAs), spare parts management in central and decentralized locations, and reporting updates to customers on tickets, changes, and other items of note. Configure, troubleshoot and repair vehicular-based and transit-based systems (hardware); provide field service and training to US Military units and Government Civilians within the United States. Act as a liaison between the customer and the Service Desk, and establish and collect metrics to monitor and validate workforce readiness, including analysis of workforce data to assess positions identified, filled, and filled with qualified personnel. Compensation and Benefits The Colorado Equal Pay for Equal Work Act requires employers in Colorado to disclose salary information. If the position is not located in Colorado, this information may not apply. Salary Minimum: $105,000. Salary Maximum: $110,000. The base salary range represents the low and high end of Trace's salary range for this position. Actual salaries may vary based on location, experience, and performance. Trace provides a variety of benefits, including health insurance, 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. US Citizenship is required due to the nature of the work and contract requirements. At least three years of management or supervisory experience of IT/Communications professionals. Current DoD 8570.01 IAT Level II certification such as CompTIA Security+ CE or equivalent is required. Must have a CCNA certification. Desired Qualifications Ability to plan, assess, report, and manage potential network risks and operational status. Capability to coordinate information flow from all stakeholders to senior military personnel for incident or crisis response and mission support. Minimum six (6) years of overall experience in Information Technology. Experience in engineering network layout installations and system support with knowledge of installing, operating, and performing diagnostic testing and repair of fixed and deployable tactical voice and data communication systems. Experience providing Network Management (NM), Information Assurance (IA), and LAN/WAN engineering, with knowledge of telecommunications facilities, architecture, and circuit connectivity. Education A Bachelor’s Degree plus 3 years of recent specialized experience, or: an Associate’s Degree plus 7 years of recent specialized experience, or a Major Certification plus 7 years of recent specialized experience, or 11 years of recent specialized experience. About Trace Systems Trace Systems Inc. supports and defends our nation's security interests at home and abroad. 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 join Trace Systems. Text ‘tracejobs’ to 97211 or apply directly through our website at: Trace Systems is an equal opportunity employer. Qualified candidates will be considered without regard to legally protected characteristics. #J-18808-Ljbffr Trace Systems Inc.