Help Desk Support Tier 1 Lead - Remote

Who We Are

Sabel Systems Technology Solutions, LLC is a leading solution provider for innovative and agile Digital Engineering and Acquisition Technical Stack design, implementation, and support. We have projects across the DoD, Industry, and Academia. We operate in secure public clouds, on- premises clouds, and hybrid clouds. We provide you with large business opportunities and training within our small business agility and people first culture. You will be joining a dynamic and highly motivated team with one goal:

"Get quality and secure solutions in the customers hands as soon as possible".

Who We Need

AF-PLM (Air Force Product Lifecycle Management) Capability Support Office (CSO) Help Desk Support works with DPaas LaunchPad with onboarding and client engagement teams to support Department of Defense (DoD) clients and facilitate rapid and effective onboarding of new users. This individual will need to regularly interface with customers to fulfill the responsibilities of a Help Desk Level 1 technician while also serving as a direct report to the Help Desk Manager. In this role, the individual will be responsible for reporting metrics to the Help Desk Manager and providing support in leading the Level 1 technicians. This position requires a proactive approach to technical problem-solving, effective communication skills, and the ability to contribute to the overall efficiency of the help desk team. The position will be responsible for performing Level 1 technician functions for various digital programs. The role is contingent to the successful awarding of the contract.

What You'll Do

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Help Desk Support Lead

• Providing end-users with rapid, multi-channel access to support resources.
• Quickly resolve most reported user deficiencies at time of "first contact."
• Process account request (System Access Request) and administration of accounts in a timely manner.
• Conduct periodic user validations in accordance with Information System Security Manager (ISSM) guidance.
• Basic training on standard processes
• Coordinating direct communication with Specific Tool questions with the specific tool POC.
• Transcribe incident requests into ServiceNow. IE: Password resets, log in issues, environment issues, etc.
• Answer basic questions on their environment (such as how to onboard, what is currently offered, what LaunchPad is).
• Develop operating procedures for help desk operations and account management activities.
• Ability to act as a bridge between the team and upper management.
• Generate and present metrics for review and reporting to the Help Desk Manager.

Your Qualifications

Required

• Certified to meet DoDi 8570 IAT Level 2 certification or above (e.g., Security +) or able to complete certification within two months of hire.
• Digital engineering technology experience.
• Proficient in help desk operations and support.
• Ability to follow security protocols to protect sensitive data.
• Be a U.S. citizen and can obtain a Secret Clearance.
• Demonstrated ability to lead and inspire a team toward achieving common goals.
• Strong decision-making and problem-solving skills.
• Excellent interpersonal and communication skills.

Desired

• Experience building MS Office documents and briefings.
• Experience using Jira or similar online collaboration solutions.
• Proven experience in a leadership or supervisory role.

Equal Opportunity Employer including Disability and Veterans