Service Desk Lead

Service Desk Lead

Are you looking for a challenge? Looking for an innovative organization and the opportunity to learn and grow professionally? We can help! We are seeking a Service Desk Lead for the Marine Corps Recruiting Command (MCRC) Network Support Services (NSS) project. This project will provide available, reliable, and secure IT capabilities for the Recruiting Command Enterprise Network (RCEN) to enable MCRC operations.

At Terrestris, we leverage technology to create better mission outcomes through better human performance. We form strong client and team relationships through transparency and strive to create an environment where our team can let their excellence shine through. By finding, developing, and incorporating new ideas, we provide memorable services. Rooted in the USMC values of honor, courage, and commitment, Terrestris seeks to deliver extraordinary value to the American people by helping the Government become more efficient and effective.

The Service Desk Lead will be a key personnel position for the Marine Corps Recruiting Command (MCRC) Network Support Services (NSS) contract. This position will deliver all Enterprise Service Desk support services and oversee service desk personnel. Under the leadership of the RCEN Program Manager, this position will contribute to project planning and reporting. The position ensures that RCEN Enterprise Service Desk (ESD) manages and/or resolves all requests, incidents, account creations, permissions modifications, and changes during normal duty hours, which consists of Monday-Friday 0600-2200 ET (excluding Federal holidays).

The MCRC ESD is the primary customer service support arm for the MCRC G-6, and in many ways is the face of MCRC to the nationwide recruiting force. The MCRC ESD operates on-site at MCRC HQs in Quantico, VA.

This position is contingent upon award.

You will:

• Lead the team assigned to the MCRC ESD and serve as the technical point of contact related to MCRC ESD planning and execution, responding to requests from the RCEN Program Manager, and interacting with the COR or other technical points of contact as needed.
• Develop, manage, and report on MCRC ESD project plans and schedules with defined milestones, deliverables, and resource assignments.
• Enforce quality control on all PWS deliverables and services pertaining to the MCRC ESD, ensuring timely submission in line with the Quality Assurance Surveillance Plan.
• Develop and execute plans to offer surge support capacity, when necessary, to support special events with anticipated need to increase ESD support.
• Review, make recommendations, and update MCRC ESD Standard Operating Procedures and processes as necessary, and annually at a minimum.
• Prepare weekly and monthly ESD data analysis as an input to the project weekly and annual reports.
• Oversee analysis, recommendations, and task execution, ensuring all ESD portions of the PWS requirements are met and reported.

You might be the professional we're looking for if you have:

• A current Secret-level clearance is required.
• Authorization to permanently work in the United States without sponsorship.
• Ability to meet qualifications outlined in the DoD Manual 8140.03, "Cyberspace Workforce Qualification and Management Program," for the Work Role: 411 - Technical Support Specialist (Intermediate) as per the requirements listed below.
• Required Certifications: CompTIA Security+, Certified Network Defender (CND), GIAC Foundational Cybersecurity Technologies (GFACT), AND GSEC.
• BS degree in Information Technology, Cybersecurity, Computer Science, Information Systems, Data Science, or Software Engineering from an ABET accredited or NCAE designated institution.
• Experience may be considered an Alternative to Foundational Qualifications, refer to Section 3 of the DOD 8140 Manual for more information.
• Demonstrate familiarity with and ability to maintain compliance with the Privacy Act of 1974 when handling Personally Identifiable Information (PII) or Protected Health Information (PHI).
• Demonstrated track record as a Service Desk Team Lead or significant experience in comparable roles.

We offer outstanding benefits including health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, and work-life programs. Our award programs acknowledge employees for exceptional performance and superior demonstration of our service standards. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in our benefit programs. Other offerings may be provided for employees not within this category.

Terrestris is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. Applicants must be authorized to work in the U.S.