Help Desk Leaders

Cybrex is in the process of bidding a new Cyber/IT Services Proposal and is sourcing for potential staff. This position is one of many where we are accepting applications, doing interviews and making contingent employment offers with negotiated salary amounts. Upon a win the Contingent offer would become a permanent offer at the previously agreed upon salary. Positions are located in the Hampton Roads area and would follow the particular bases COVID protocols which might mean working remotely or on-site. It could also mean that at some time in the future any remote work would move to the activity you would be supporting. In several of these positions there are multiple experience levels required, which are noted below with any educational or experience requirements so please review position descriptions carefully, many positions will require certification under the Cyber Security Work Force (CSWF) program certification criteria specified in DoD 8570.01-M, in some cases they are noted in the position description in others the government has not yet made that determination, once known this information will be communicated to selected candidates, it would be safe to assume that at a minimum an IAT (Information Assurance Technical) Level II certification as specified in DoD 8570.01-M would be required:

Help Desk Manager - At least 5 years of experience in the field or in a related area plus at least 1-3 years managerial experience. Familiar with a variety of the fields concepts, practices, and procedures. Relies on extensive experience and judgment to plan and accomplish goals. May lead and direct the work of others. Provides daily supervision and direction to staff who are responsible for phone and in-person support to users of applications. These personnel serve as the first point of contact for troubleshooting Tier-2 and Tier-3 hardware and software problems. Manages the staff and operations of a technical help desk. Ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. Implements and utilizes help desk systems and tools to identify, document, track and resolve reported problems. Identifies and gathers key metrics to analyze the help desk performance and identify problem areas. Develops and optimizes processes to achieve service level requirements and performance goals. May act as the escalation point and facilitator for severe, critical, or unique issues. Manages subordinate staff in the day-to-day performance of their jobs. Ensures that project/department milestones/goals are met and adhering to approved budgets. Extensive knowledge of the function and department processes.

Help Desk Supervisor - At least 3 years of experience in the field or in a related area plus at least 1 year of managerial experience. Familiar with a variety of the fields concepts, practices, and procedures. Relies on extensive experience and judgment to plan and accomplish goals. May lead and direct the work of others. Provides daily supervision and direction to staff who are responsible for phone and in-person support to users of applications. These personnel serve as the first point of contact for troubleshooting Tier-2 and Tier-3 hardware and software problems. Manages the staff and operations of a technical help desk. Ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. Implements and utilizes help desk systems and tools to identify, document, track and resolve reported problems. Identifies and gathers key metrics to analyze the help desk performance and identify problem areas. Develops and optimizes processes to achieve service level requirements and performance goals. May act as the escalation point and facilitator for severe, critical, or unique issues. Manages subordinate staff in the day-to-day performance of their jobs. Ensures that project/department milestones/goals are met and adhering to approved budgets. Extensive knowledge of the function and department processes.