Helpdesk Lead

The Helpdesk Lead reports to and receives work direction derivatives from the MSTP Project Manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Oversee daytoday Help Desk operations, ensuring effective delivery of Tier 1 and Tier 2 support, proper escalation paths, and high-quality customer service.

• Lead and coordinate contract support and maintenance activities for MSTP AV systems, ensuring compliance with lifecycle sustainment requirements.

• Manage and validate VTC scheduling across MSTP, including complex or multiagency VTC events requiring advanced bridge configurations.

• Direct and support collaborative planning between multiple MSTP sites using integrated audio/video/web systems; ensure technical readiness for exercises and wargames.

• Provide technical direction to junior and midlevel technicians; oversee training, workload distribution, and quality assurance.

• Lead efforts to resolve technical refresh and lifecycle management challenges, ensuring alignment with USMC policy and budget constraints.

• Oversee service request initiation and adherence to USMC IT Service Catalog and TECOM G6 ESM processes.

• Manage and validate asset accountability, inventory reconciliation, and compliance reporting.

• Supervise the creation, revision, and implementation of SOPs, desktop procedures, and help desk process documentation.

• Ensure accurate and timely ticket management, reporting, and trend analysis for leadership review.

• Oversee the SAAR process, ensuring compliance, accuracy, and proper authorization chains for all networks used by MSTP.

EDUCATION

• Information Assurance Technical (IAT) Level II: Baseline Certification ‐ IAW DoD 8140.01 required (CCNA Security, CySA+, GICSP, GSEC, Security+ CE, SSCP); a minimum of one valid Computing Environment (CE)/Operating System (OS) Certificate (i.e. MS Windows Server 2012 R2 Cert, MS Windows 10 cert, a VMware 6.0 Cert); and at least 3 years in IA technology or a related area.

• Must possess and maintain training and certifications sufficient to be granted privileged access to Marine Corps information technology (IT) and information systems (IS)

EXPERIENCE

• Minimum five years of operational military experience employing A/V systems, collaboration services, and VTC infrastructure in support of training or operational missions.

• Minimum four years of experience managing or administering Cisco Call Manager, enterprise VTC environments, and unified communications systems.

• Minimum four years of Enterprise or DoD Help Desk experience, including Tier 2 escalation, workflow oversight, or technical leadership.

• Minimum three years of advanced mobility support experience, including overseeing Purebred key management and enterpriselevel BlackBerry UEM operations.

CORE SKILLS/COMPETENCIES

Required Knowledge, Skills and Abilities

• Proficient in MS Word, Outlook, Excel, PowerPoint, Visio, Project, and SharePoint.

• Strong communication and presentation skills. Able to read, write, and communicate effectively in English. Able to design and write clear communications and present training programs.

• Excellent organizational, planning, problem-solving, prioritization, interpersonal skills, and able to instinctively adapt, plan, inform and influence.

WORKING CONDITIONS

• Required to sit for extended periods of time and maintain focus

• Daily travel in local area during work day (including use of personal vehicle)

• Be able to work an unstable schedule, to include holidays and weekends.

SPECIAL POSITION NOTATIONS

• CONUS and OCONUS travel may be required for up to three weeks at a time (or longer).

• Qualification as an authorized company driver is required. All authorized company drivers must have a valid driver's license, current automobile insurance, and a driving record that is acceptable to the company's auto insurance provider.

SECURITY CLEARANCE

• A Secret security clearance is required for this position.

• This position also requires a completed Personnel Security Investigation that will qualify the incumbent to be eligible for access to at least the TS-SCI level, and the individual must be read-in for NATO level access.