Helpdesk Specialist (Operations Center Technical Lead)

Job Description

Job Description

***Contingent on contract award**

First Division Consulting is seeking an experienced Helpdesk Specialist to serve as the Operations Center Technical Lead for the United States Marine Corps Cyberspace Operations Group (MCCOG) in Quantico, VA. The successful candidate will provide leadership and technical expertise in support of the Marine Corps Enterprise Network (MCEN), a global network supporting over 200,000 users across more than 30 bases, posts, and stations, as well as deployed locations worldwide. This role is critical to maintaining the security, agility, and operational effectiveness of MCEN, ensuring robust network operations and cybersecurity defense.

Responsibilities:

• Lead and mentor technical personnel in business process management and service desk operations, ensuring high standards of customer service and technical support.
• Oversee the day-to-day operations of the help desk, ensuring timely and effective resolution of support tickets and incidents.
• Provide advanced technical support for issues related to the MCEN, including firewalls, routers, switches, VPN devices, virtual server infrastructure, storage area networks, and messaging environments.
• Manage escalations, troubleshoot complex technical problems, and coordinate with higher-level technical teams or external vendors as needed.
• Analyze support data and incident reports to identify trends, recommend process improvements, and implement best practices for technical support.
• Ensure compliance with Information Assurance (IA) and cybersecurity policies and procedures, maintaining the confidentiality and integrity of all client information.
• Collaborate with IT and engineering teams to address system, software, and network issues, and support the deployment of new technologies and upgrades.
• Create, maintain, and update technical documentation, knowledge base articles, and user guides.
• Conduct regular training sessions for help desk staff on new technologies, security protocols, and operational procedures.
• Prepare and present performance reports to management, providing actionable insights to enhance service delivery and network defense.
• Stay current with industry trends, emerging technologies, and cybersecurity threats relevant to enterprise network operations.

Requirements

• Minimum of five years demonstrated experience leading technical personnel in business process management and/or managing a service desk environment.
• Information Assurance Manager (IAM) Level II certification.
• Active TS/SCI security clearance.
• ITIL v4 Foundation Certification.
• ServiceNow/SCSM Experience.
• Bachelor’s degree in Information Technology, Computer Science, or a related field.

Desired Qualifications:

• Experience supporting Department of Defense (DoD) or other federal government networks.
• Familiarity with NIPRNET/SIPRNET environments and DoD cybersecurity compliance standards.
• Strong understanding of enterprise network architectures, cybersecurity principles, and technical troubleshooting.
• Excellent communication, leadership, and interpersonal skills, with the ability to convey technical information clearly to both technical and non-technical audiences.
• Proven ability to manage multiple tasks and priorities in a high-tempo, mission-critical environment.

Physical Requirements:

• Regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard.
• Specific vision abilities required include close vision due to computer work.
• Light to moderate lifting may be required.
• Regular, predictable attendance is required, including quarter-driven hours as business demands dictate.

Work Environment:

• Moderate noise (e.g., business office with computers, phones, and printers, light traffic).
• Ability to work in a confined area.
• Ability to sit at a computer terminal for an extended period.

Benefits

Medical, dental, vision, life insurance, STD, LTD, holidays, PTO and 401(k) plan with company match.

First Division Consulting is an Equal Opportunity Employer. All employment decisions are based on merit, qualifications, skills, and abilities. All fully qualified applicants will receive equal consideration for employment in accordance with all applicable federal, state, and/or local laws prohibiting discrimination by protected classes.