Cyber Help Desk Lead

Job Description

Job Description

Company Overview :

By Light Professional IT Services LLC readies warfighters and federal agencies with technology and systems engineered to connect, protect, and prepare individuals and teams for whatever comes next. Headquartered in McLean, VA, By Light supports defense, civilian, and commercial IT customers worldwide.

Cole Engineering Services (CESI), a By Light company, is recognized as a premier provider of modeling and simulation (M&S) training solutions to the Federal Government and industry. Since 2004, CESI has been at the forefront of developing, maintaining, and integrating simulation-based training, serious gaming, technical services, training and other support in live, virtual, constructive, and gaming (LVCG) domains. CESI also designs, builds and runs infrastructure, platforms, applications and processes that enable cyber training for the integrated multi-domain force. Our vision is to become a worldwide full spectrum LVCG and cyber training / analysis developer, integrator and services provider.

Position Overview :

Cole Engineering seeks an experienced Cyber Help Desk Lead to join our dedicated team, supporting the Persistent Cyber Training Environment (PCTE) platform. This role demands an individual who excels at providing top-tier IT support in a multifaceted and dynamic environment. As the zenith of our helpdesk team, the Cyber Help Desk Lead will address advanced technical challenges, ensuring that the solutions align seamlessly with the strategic objectives of our customer.

The Cyber Help Desk Lead will utilize Jira Service Manager tools and vSphere to monitor and maintain the PCTE platform guaranteeing its peak performance. Provide a structured approach to service design, transition, and operation, ensuring that IT services are aligned with the needs of the user. Furthermore, they will incorporate user feedback for ongoing improvements to the customer experience. This comprehensive support encompasses systems categorized under Unclassified, Sec / REL, and Top-Secret security levels.

Required Experience / Qualifications :

• Possess strong written and verbal communication skills to collaborate seamlessly within a team environment and support stakeholders.
• Display meticulous attention to detail while entering user information to ensure accuracy, maintaining a commitment to error rates below 5%, minimizing the need for corrective actions.
• Address IT incidents with precision and promptness, while analyzing patterns to determine and address root causes.
• Regularly provide comprehensive reports detailing requests, resolutions, and progress status to all relevant stakeholders.
• Offer professional-level support for IT, virtual environments, and network functions, addressing a range of technical challenges.
• Thrive as a self-starter in a dynamic and fast-paced environment, collaborating effectively with engineers of varying skill levels and experience.
• Efficiently manage and execute service requests, ensuring timely service delivery and user satisfaction.
• Experience leading a dispersed highly skilled team.
• 7-10 years of directly related experience supporting help desk operations.
• Bachelor's degree in a technical discipline such as IT, computer science, systems or software engineering from an accredited college or university. (5 years’ experience in lieu of degree)
• Required : DoD 8570.01-M IAT Level II Security Environment Certification : CompTIA Security CE, CISSP or other equivalent certification required within six months of hire.

Preferred Experience :

Special Requirements / Security Clearance :

For this role, an active Top Secret / Sensitive Compartmented Information (TS / SCI) clearance, with either Full Scope or Counterintelligence (CI) Polygraph, is mandatory.

In accordance with the specifications of a government contract, eligibility for this position mandates U.S. Citizenship status and a TS / SCI security clearance. The precise security clearance requisites will be detailed in the Government's Task Order.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. The above is intended to describe the general contents of and requirements for the performance of this job.

Benefits Overview :

CESI recognizes that our strength is our people. We support every employee as an individual to build strong teams across the enterprise. Our benefit package includes :

Cole Engineering Services, Inc. is an equal opportunity employer. We consider qualified applicants without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, political affiliation, age, marital status, disability, genetic information, veteran status, membership in an employee organization, or any other basis prohibited by federal, state, or local laws.