Tier II Helpdesk - Night Shift Lead

Job Description

Job Description

At CRI, we are more than a workplace — we are a mission-driven, forward-thinking team shaping the future of secure and efficient operations across government and commercial sectors. As a minority-owned and Woman-Owned Small Business (WOSB) with over 30 years of experience, we specialize in delivering enterprise management systems, integrated physical and cybersecurity solutions and cutting-edge IT services, that elevate performance and ensure compliance. We thrive on innovation, collaboration, and continuous improvement, offering exciting opportunities to develop and deploy transformative technologies that support national and global organizations.

Position Overview

This Position is for a Night Shift Lead ; Shift Hours: Night 10PM - 10AM *this shift is not flexible* Sunday - Saturday (40+hr-week/12-hour shifts, rotating 2 on, 3 off, 2 on, 2 off, 3 on, 2 off schedule, and occasional holidays) 

The Tier II Help Desk Shift Lead will oversee the daily operations of an assigned shift supporting a range of security applications and systems, including video management systems (VMS), access control systems (ACS), Simple Network Management Protocol (SNMP) devices, intrusion detection systems (IDS), and Physical Security Information Management (PSIM) platforms.

In addition to providing advanced technical troubleshooting and analysis, the Shift Lead is responsible for managing shift priorities, delegating assignments, monitoring incident resolution, and providing day-to-day guidance and oversight to Tier 2 Help Desk personnel. This individual serves as the primary point of coordination for shift operations, ensuring that incidents and service requests are addressed according to mission impact, urgency, and established service-level requirements.

The Shift Lead will monitor the status of open work orders, assess team workload, identify operational risks, and ensure appropriate escalation of complex or unresolved issues to Tier 3 engineering, development teams, or other technical stakeholders. The individual will also maintain accurate shift documentation and provide timely status updates to program management regarding operational performance, significant incidents, outstanding issues, and matters requiring management attention.

The successful candidate will lead by example, combining strong technical expertise with effective communication, organization, decision-making, and personnel leadership skills to ensure consistent, reliable, and mission-focused support.

Key Responsibilities

• Shift Operations and Leadership: Oversee daily Tier 2 Help Desk activities during the assigned shift, ensuring personnel are engaged, work is progressing, and operational requirements are met.
• Prioritization and Delegation: Review incoming incidents, service requests, and work orders; establish priorities based on mission impact, urgency, and service-level agreements; and assign tasks according to personnel expertise, availability, and workload.
• Personnel Oversight: Provide day-to-day supervision, technical guidance, and direction to Tier 2 personnel. Monitor task completion, reinforce accountability, address workflow challenges, and ensure adherence to established procedures.
• Incident and Work Order Management: Monitor active and pending work orders, track progress toward resolution, identify delays or recurring issues, and ensure tickets are properly documented and updated throughout the troubleshooting process.
• Technical Troubleshooting and Analysis: Perform advanced troubleshooting, diagnostic testing, software repair, and root cause analysis for complex application and system issues. Review Tier 1 troubleshooting activities and work order history before initiating additional diagnostics to avoid duplicating efforts.
• Escalation and Cross-Team Coordination: Determine when issues require escalation to Tier 3 engineering, development teams, network support, or other technical stakeholders. Coordinate information sharing and ensure escalated issues are tracked through resolution.
• Management Communication and Reporting: Provide timely updates to program management on shift activities, significant incidents, operational status, unresolved issues, staffing or workload concerns, emerging risks, and other matters requiring management awareness or intervention.
• Shift Turnover and Continuity: Maintain comprehensive shift logs, pass-down reports, and incident documentation. Ensure incoming personnel receive accurate updates on open tickets, ongoing troubleshooting, pending actions, and priority issues.
• Quality Assurance and Process Compliance: Ensure personnel follow established troubleshooting procedures, documentation standards, escalation protocols, and service-level requirements. Identify opportunities to improve operational efficiency, service delivery, and consistency across shifts.
• Advanced Technical Support: Investigate complex or previously unidentified issues, research potential solutions, and collaborate with Tier 1 and Tier 3 personnel to analyze system behavior, application code, and data as appropriate.
• Remote Support and Diagnostics: Utilize approved remote access and diagnostic tools to troubleshoot user machines, applications, and connected systems while following applicable security policies and procedures.
• Continuous Improvement: Identify recurring incidents, technical deficiencies, and process gaps; recommend corrective actions; and support the implementation of solutions that improve system reliability and customer support.

Required Qualifications and Knowledge

• Demonstrated experience providing Tier 2 technical support in an enterprise IT, security systems, or operations center environment.
• Experience leading, coordinating, or overseeing technical personnel, including assigning work, managing priorities, tracking progress, and communicating operational status.
• Strong troubleshooting, analytical, organizational, and problem-solving skills.
• Excellent written and verbal communication skills, including the ability to brief management on technical issues in clear, concise, and actionable terms.
• Ability to manage competing priorities in a mission-critical environment and make sound decisions regarding incident urgency and escalation.
• Experience documenting incidents, maintaining work orders, preparing shift pass-downs, and following established support procedures.

Critical Technical Knowledge Areas:

• Microsoft Windows operating systems
• Microsoft SQL Server
• Microsoft SQL Server Reporting Services
• Microsoft Active Directory
• Basic networking protocols and troubleshooting
• Electronic security systems, including access control systems (ACS), intrusion detection systems (IDS), and closed-circuit television (CCTV)
• Remote Desktop and remote troubleshooting tools
• Simple Network Management Protocol (SNMP)
• Video management systems (VMS) and Physical Security Information Management (PSIM) platforms

Position Requirements

• Active Secret Government security clearance or higher.
• Ability to report onsite to CRI's Alexandria, Virginia office.
• Ability to work a 12-hour shift schedule following successful completion of initial onboarding and training.
• Ability to support a mission-critical environment requiring effective coordination, timely incident response, and accurate operational reporting.

Onboarding and Work Schedule

During initial onboarding and training, the selected candidate must work onsite Monday through Friday during core business hours (8:30 a.m. to 5:00 p.m.). This period is expected to last approximately two months and will allow for knowledge transfer, familiarization with supported systems and procedures, and verification of technical and operational competencies.

Upon successful completion of onboarding, knowledge transfer, and skills verification, the candidate will transition to the assigned 12-hour shift schedule.