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Tier 2 Helpdesk Lead / CAB Manager

Arlington, VA

About Us

AGE Solutions is a premier technology and professional services company, providing in-depth consulting, advanced technology solutions, and essential services throughout the U.S. government, defense, and intelligence sectors. Prioritizing innovation and client-focused solutions, we assist major agencies in addressing intricate issues and ensuring a more secure future.

We are seeking an experienced and highly skilled Tier 2 Helpdesk Lead and Change Advisory Board (CAB) Manager for Tech Control to manage and lead day-to-day IT operations and support for our dynamic Department of Defense (DoD) IT environment. This role requires a proven track record of providing exceptional customer support, managing IT helpdesk operations, and overseeing critical technical infrastructure in a high-stakes, mission-critical environment. The ideal candidate will have a comprehensive understanding of Tier 2 helpdesk functions, as well as experience with Tech Control equipment and operations.

Key Responsibilities:

  • Lead and manage Tier 2 Helpdesk support services, ensuring timely and efficient resolution of customer issues, incidents, and service requests.
  • Oversee and direct daily operations of the helpdesk, ensuring adherence to service level agreements (SLAs), policies, and procedures.
  • Manage the Change Advisory Board (CAB) for tech control systems, coordinating and overseeing the assessment, approval, and implementation of changes to the IT infrastructure.
  • Act as a key liaison between the customer community and the technical team, translating high-level functional and technical requirements into actionable solutions.
  • Supervise and mentor helpdesk personnel, providing guidance and training on best practices, technical troubleshooting, and customer service skills.
  • Ensure effective tracking, documentation, and reporting of helpdesk incidents and service requests using ticketing systems.
  • Manage incidents and service requests related to Tech Control systems, including changes, problems, configurations, and requisitions for equipment and services.
  • Ensure the proper operation, maintenance, and configuration of Tech Control equipment such as switches, encryption devices, network operation consoles, and circuits.
  • Ensure compliance with DoD standards, policies, and procedures, including DISAC 310-175-9.
  • Provide expert-level support and troubleshooting assistance for complex technical issues, escalating to higher-level engineers when necessary.
  • Develop and maintain strong working relationships with stakeholders, including customers, management, and other technical teams.
  • Support incident management processes, ensuring that all service disruptions are managed effectively and efficiently.

Required Skills, Qualifications and Experience:

  • Citizenship and Clearance:
    • US Citizenship is required.
    • Must have and maintain a current DoD TS/SCI Clearance.
  • Education:
    • Bachelor’s Degree in a related field that provides knowledge useful for managing IT requirements.
  • Experience:
    • Minimum 5 years’ experience with help desk support and operation in a DoD IT environment
    • Minimum of 5 years working experience with providing customers with day-to-day support by responding to, documenting, tracking, resolving, and managing customer issues, questions, and requests.
  • Certifications:
    • HDI Support Center Manager or equivalent certification
  • Skills:
    • Demonstrated excellence in planning, directing, and managing IT operations help desks in an organization similar in size.
    • Demonstrated successful working knowledge and supervision of help desk employees in efforts similar in size and scope.
    • Knowledge of Tech Control equipment such as Switches, Encryption devices, Network Operation Consoles, and Circuits.
    • Knowledge of networking and network-based software applications.
    • Demonstrated ability for oral and written communication with the highest levels of management.
    • Must have knowledge in operating and maintaining Tier 2 Tech Control Helpdesk functions and DISAC 310-175-9.
    • Must have expert knowledge in translating high level functional and technical requirements based on interactions with the user community.
    • Knowledge in handling and managing incidents and service requests for activities such as changes, problems, configurations, and requisitions for equipment and services.

Work Environment and Physical Demand:

  • Prolonged periods of sitting and working at a computer.
  • May require ability to lift up to 50 lbs.

 

At AGE Solutions, we reward performance, invest in growth, and share success. Our benefits support the whole person, professionally, financially, and personally.

  • 26 Days Paid Leave: Includes vacation, sick, personal time, and holidays. You choose how to use it.
  • Performance Bonuses: Performance bonuses are awarded based on individual contributions and company-wide results, aligning recognition with impact.
  • 401(k) with Match: We match 3% of your contributions with immediate vesting.
  • Financial Protection: Company-paid life insurance up to $300K and options for additional coverage for you and your dependents.
  • Health Benefits: Multiple medical plans, dental, vision, FSA and HSA options to fit your needs.
  • Parental Leave: 15 days of fully paid leave for new parents, because family matters.
  • Military Differential Pay: We bridge the gap for employees on active duty, so they don’t take a financial hit while serving.
  • Professional Growth: Paid training and certifications, tuition reimbursement, and the tools and tech to get the job done right.
  • Shared Success: In the event of a company sale, our CEO has committed to returning 80% of net proceeds to employees. This ensures our team shares in the long term value they help create.

At AGE, you’ll do work that matters, supported by a company that delivers for its people.

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