Service Desk Operations Lead

Job Title: Service Desk Operations Lead

Job Location: Colorado Springs, Colorado

Job Responsibilities:

Trace Systems is seeking an Service Desk Operations Lead, (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 technical network support to internal and external network systems, troubleshoot lower-level network problems, and validate on a daily basis operation of network services.

Duties include:

• Manage a team of technicians to provide NETOPS support, while directing troubleshooting of all network outages and provide risk and crisis management to mitigate effects to ongoing daily operations. Act as a secondary, or potentially primary, CRO for the COMSEC items held onsite.
• Utilizes network monitoring tools to proactively identify and troubleshoot issues before they result in network outages to include performing 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), manage spare parts in both central and decentralized locations, and provide reporting updates to the customer(s) on tickets, changes, and other items-of-note.
• Configure, troubleshoot & repair] for vehicular-based and transit-based systems (hardware), and provide field service and training to US Military units and Government Civilians within the United States borders.
• 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 the status of positions identified, filled, and filled with qualified personnel.

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: $105,000

Salary Maximum: $110,000

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.
• 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 manager potential network risks and operational status.
• Capability to effectively coordinate information flow from all stakeholders to senior military personnel (O-6 and above) for incident/crisis response and/or mission support.
• Minimum six (6) years of overall experience in Information Technology.
• Experience in engineering network layout installations, and in 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 and IT services such as Network Management (NM), Information Assurance (IA), and LAN/WAN engineering in-depth 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.

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.