What are the responsibilities and job description for the MAC Lead position at DecisionPoint | Cortek?
Overview
DecisionPoint Corporation is seeking a MAC Lead to join our team on the upcoming Enterprise DISA JSP ETM Services 2.0 program.
This position is onsite in the Washington, DC area.
Duties & Responsibilities
- Lead the MAC team to execute all moves, adds, and changes (MACs) efficiently and in alignment with JSP’s change management policies. Manage the execution of 9,000 to 12,000 annual MAC actions, including activations, relocations, installations, and upgrades.
- Oversee the process of tracking and executing MACs via service request tickets, ensuring all tickets are completed in compliance with change management policies. Manage CRQs for all MACs and ensure they are accurately entered into the CMDB for traceability.
- Manage provisioning efforts specific to VoIP/VoSIP/TDM/ACDS services, including line provisioning, phone deployment, and migration from TDM to VoIP services in authorized locations.
- Coordinate with customers to gather and verify requirements, ensuring all service updates and changes are accurately reflected in the billing system (e.g., NetPlus) and any generated reports are correct.
- Conduct root-cause analysis on recurring problems, monitor weekly trouble tickets, and provide insights in the Monthly MAC Report. Ensure timely submission of monthly CRQ and MAC reports, and an annual Customer Account Disk.
- Develop and maintain Service Level Agreements (SLAs) and user agreements for JSP-managed Home Kits, Flyaway Kits, and Travel Kits. Ensure all actions align with defined SLAs and user agreements.
- Provide leadership, guidance, and support to the MAC team, ensuring all team members understand and follow JSP and DISA policies, standards, and procedures
Qualifications
- Active TS/SCI clearance required.
- Bachelor’s in IT-related field with 3 years relevant experience.
Strong experience in leading network and voice MAC operations, including activations, deactivations, relocations, installations, and upgrades of equipment in a DoD environment.
Proficiency in tracking, managing, and implementing MACs within the JSP Transport enterprise, ensuring adherence to established change and configuration management policies.
Familiarity with NetPlus billing and service tracking system for customer requirement updates and billing accuracy.
Excellent organizational and communication skills to coordinate with customers, manage a team, and provide oversight for service request tickets and change management processes.
- Analytical skills for conducting root-cause analysis of recurring issues and managing monthly reporting.
- Certifications: RCDD
Our Equal Employment Opportunity Policy
- EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
- Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
- Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.
