Service Desk Operations Lead

Trace Systems•Colorado Springs, CO

1d•$80,000 - $120,000

About The Position

Trace Systems is seeking an Operations Lead for a Network Operations (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 network technical support to internal and external network systems, troubleshoot lower level network problems, and validate on a daily basis operation of network services. This position is pending contract award and currently is a "Pipeline" position should we win. The Operations Lead will report directly to the Program Manager and carry out daily operational tasks outlined by the technical chain of command. They are expected to be a fast learner, highly motivated, and adaptable person as the majority of training related to the Service Desk will be on the job training (OJT) and will need to relay training to the customer. Strong interpersonal skills, documentation and reporting abilities are also a must. Travel 0-20% as needed.

Requirements

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.
At least one Cisco Certification (CCNA, CCNP-RS, CCNA-Security).
Must possess a minimum of an Associate’s Degree in a technical field.
Basic understanding of virtual infrastructure environments.

Nice To Haves

Ability to defend ideas/point of views to clients, team members and government leaders
Understanding of deployable architecture implementations (e.g. topologies, working knowledge, and hands on experience)
Experience servicing and repairing network hardware
Experience with security requirements and operating guidelines of various network classifications from unclassified (NIPRNET) to classified (SIPRNET)
Experience with VPN tunnels and troubleshooting issue relating to VPN tunnels
Experience with dynamic routing protocols and troubleshooting issue relating to VPN tunnels
Experience with regard to implementation, operation, troubleshooting, management, support, and upgrade of network communications infrastructure; primarily Cisco based
Familiarity with Cisco Unified Communications Call Managers (CUCM) is a desired skill-set
Experience troubleshooting real time protocol (RTP) traffic such as voice and video
Proficient with various network devices, to include: Virtual Servers, Cisco routers, switches, and firewalls
Strong background in Deployable Tactical Communications and Homeland Security Response
Experience troubleshooting network issues primarily over satellite communications (SATCOM) based data links
Willingness to take ownership of highly challenging tasks and problems
Bacholers degree in computer/management field
Demonstrated analytical problem solver with strong computer skills
Strong interpersonal & communication skills

Responsibilities

Manage a team of technicians to provide NETOPS support
Set and maintain local and traveling schedules, including but not limited to PTO, maintenance rotations, emergency repairs, national response, and other requests from the customer
Provide Service Desk support to remote user’s in the field including management of trouble tickets, Return Merchandise Authorizations (RMAs), manage spare parts in both central and decentralized locations, and provide reporting
Own and maintain the Monthly Status Report
Oversee the creation of trip reports, Standard Operating Procedures, training materials, and other documents as needed
Provide updates to the customer(s) on tickets, changes, and other items of note
Configuration, troubleshoot & repair for vehicular-based and transit-cased systems (hardware)
Field service and training to US Military and Government Civilians within the United States borders (travel: 10-20 %)
Extensive interaction with DISA Teleport and Regional Hub Node sites including DISN services (voice, video, data and transmission)
Training units on equipment and configuration.
Maintain a working knowledge of the systems and devices as required by the customer
Act as a liaison between the customer and the Service Desk
Act as a secondary, or potentially primary, CRO for the COMSEC items held onsite
Act as the deputy program manager as needed