We need Service Desk Admin II (NOC),
Working across the globe, V2X builds smart solutions designed to integrate physical and digital infrastructure from base to battlefield. We bring 120 years of successful mission support to improve security, streamline logistics, and enhance readiness. Aligned around a shared purpose, our $3.9B company and 16,000 people work alongside our clients, here and abroad, to tackle their most complex challenges with integrity, respect, responsibility, and professionalism.
The Service Desk Administrator II is a senior technical role which monitors and supports core enterprise systems and services, manages incidents and service requests, and report to the NOC-K or USARCC-SWA as applicable. Services as a functional lead, provides technical guidance, direction, and maintains overall responsibility of personnel assigned to their team. Responsible for the administration, troubleshooting and service management activities of all personnel assigned to the team. Establishes work schedules, maintains good order and discipline, and ensures all personnel are properly trained.
The key responsibilities of the Service Desk Administrator II include conducting initial assessments, triage, research, and resolution of incidents and requests. This role requires ensuring effective communication with affected customers throughout the process. Additionally, the Service Desk Administrator oversees and documents Authorized Service Interruptions (ASIs) for Army, Defense Information Systems Agency (DISA) and CENTCOM facilities, both scheduled and unscheduled.
This role requires interpreting network topology, identifying Hazardous Conditions (HAZCON) within the Southwest Asia AOR, and adhering to Army & DISA procedural guidelines and regulations. Additionally, the Service Desk Administrator II owns AESMP tickets from creation to closure, providing timely updates and ensuring resolution through escalation, when necessary, to the NOC or USARCC-SWA as applicable.
This role requires technical expertise, strong analytical skills, and a customer-centric approach to ensure operational excellence and the seamless running of mission-critical services. Program: OMDAC-SWACA
This position offers company-paid housing and transportation, a completion bonus and tuition reimbursement program!
You must satisfy all host country requirements to legally work in the host country in order to be qualified for this position.
- Proactively oversees and manages the service desk operations and staff.
- Ensures that sufficient staffing and skill levels are maintained throughout operational and prime hours in order to meet service level targets by managing shift staffing schedules, allocations and assignments.
- Act as an escalation point where difficult or controversial calls are received.
- Produces daily, weekly and monthly service desk performance metrics, statistics and management reports; and provides direct feedback to the staff on report findings.
- Monitors service desk and incident performance metrics, identifies improvement opportunities, and implements corrective action when needed.
- Assumes roles and responsibilities of Service Desk Administrators, first-line support via multiple channels (calls, walk-ins, email, self-service), AESMP queue and/or accounts administrator when workloads are high and additional experience is needed, staffing is insufficient or as required by operations.
- Establishes efficient, working relationships with the Information Management officers (IMOs), customer chain of command, and senior management. Report any issues that could significantly impact services.
- Represents the service desk at meetings. Arranges staff training and awareness; and performs briefings as needed to the service desk staff on changes or deployments that may affect customer service volumes.
- Ensures all documented policies, processes, and workflows are being followed by the service desk staff; and identifies, updates and implements changes to continually improve and streamline processes.
- Provides senior level technical support to the service desk staff, IMOs and customers; in addition to having the technical ability to accurately determine call routing for AESMP incidents that cannot be immediately resolved at the service desk.
- Takes overall responsibility for incident and service request handling.
- Performs other duties and assignments as required.
- Processes and tracks authorized service interruptions (ASI) for subordinate facilities for routine maintenance and other scheduled service interruptions.
- Assists in providing operational status reporting to the USARCC-SWA relating to network operations.
- Facilitates problem resolution by monitoring and reviewing tickets, gathering information on outages, and updating service tickets throughout the resolution process in order to provide the customer with feedback and/or resolution information as needed.
- Provides initial response to outage, degradation, or other events affecting systems and networks under the responsibility of the NOC, in assigning trouble tickets to the appropriate section.
- Provides overview and implementation of all NTOs as distributed to the various levels and ensures accuracy of all data prior to submission for completion.
- Focal point for reporting all incidents (disruptions or potential disruptions in service availability or quality).This role requires a proactive approach to maintaining system integrity, enhancing team performance, and delivering exceptional service, ensuring seamless operations and support for mission-critical systems.
- Incident Management:
- Maintain ownership of AESMP tickets from creation or receipt to resolution, providing timely updates to affected customers and escalating issues to other support agencies as necessary.
- Researching unique and uncommon customer requests to ensure they are within the scope of the USARCC-SWA mission.
- Service Interruption Management:
- Correlate and report major service interruptions caused by a loss of service, ensuring timely escalation, detailed documentation, and effective communication with stakeholders to minimize operational impact and support resolution efforts.
- Record, report, and monitor Authorized Service Interruptions (ASIs) for both scheduled and unscheduled at DISA, NETCOM, and CENTCOM facilities.
- Deconflict ASIs in alignment with CENTCOM guidance to minimize operational disruptions.
- Shift and Team Management:
- Manage shift schedules to ensure 24/7 operational coverage, coordinate team assignments, and facilitate seamless shift handovers.
- Oversee shift operations, monitor workload distribution, and maintain optimal response times for incidents and requests.
- Account Management:
- Handle the provisioning, modification, and deactivation of user accounts, including O365 accounts via DEPO, while ensuring strict compliance with security protocols and organizational policies.
- Documentation and Process Optimization:
- Review and update documentation related to service desk activities, ensuring it remains accurate, clear, and aligned with current operational standards and best practices.
- All other duties as required.
- Qualifications
- Security Clearance: Requires an active Secret Clearance
- Education / Certifications: One-year related experience can be substituted for one year of education if the degree is required.
- Bachelor’s degree in Computer Science, Management Information Systems (MIS), Information Systems (IS), Engineering, or a related field is preferred.
- This position requires candidates to adhere to DoD 8570.01M. All candidates are required to maintain at least one (1) baseline certification and one (1) computing environment (CE) certification. Baseline certifications cannot also be used as a Computing Environment (CE) certification. The authorized certifications for this job title are listed as follows:
- IAT Level: IAT II
- BASELINE:
- Cisco: CCNA Security
- CompTIA: CySA+ ce: Cybersecurity Analyst
- CompTIA: Security+ ce
- EC-Council: CND: Certified Network Defender
- GIAC: GICSP: Industrial Cyber Security Professional
- GIAC: GSEC: Security Essentials
- ISC2: SSCP: Systems Security Certified Practitioner
- COMPUTING ENVIRONMENT (CE):
- Cisco: CCNA: Certified Network Associate
- Juniper: Networks Certified Internet Specialist (Any specialization)
- Microsoft: 365 Certified: Endpoint Administrator Associate
- Microsoft: 365 Certified: Messaging Administrator Associate
- Microsoft: 365 Certified: Modern Desktop Administrator Associate
- Microsoft: 365 Certified: Security Administrator Associate
- Microsoft: Certified: Azure Administrator Associate
- Microsoft: Certified: Identity and Access Administrator Associate
- Microsoft: Certified: Information Protection Administrator Associate
- Microsoft: Certified: Security Operations Analyst Associate
- Microsoft: MCSA: Windows 10
- Microsoft: MCSA: Windows Server 2016
- Red Hat: RHCSA: Certified Systems Administrator
- This blend of education, experience, and certifications ensures that candidates have the technical and operational skills needed to succeed in this role.
- Experience: One year of related academic study above the high school level may be substituted for one year of experience up to a maximum of a 4-year Bachelors Degree in a Software Engineering or Business Information Systems discipline for three years general experience.
- Minimum of 8 years of experience demonstrating the ability and aptitudes, required to perform technical, administrative, managerial, or analytical work and coordination involving management information systems,
- Supervisory / Budgetary Responsibilities
- The supervisory responsibilities for this position include overseeing team performance, ensuring operational excellence, and maintaining alignment with organizational and mission-critical goals. Key aspects of the supervisory role are outlined below:
- Team Leadership and Development
- Manage and mentor a team of Service Desk personnel, fostering a culture of collaboration, accountability, and continuous improvement.
- Provide guidance, training, and professional development opportunities to ensure team members remain proficient in required skills and certifications.
- Operational Oversight
- Supervise daily shift activities, ensuring seamless coverage and efficient resolution of incidents and requests.
- Monitor workload distribution, prioritize tasks, and ensure the team adheres to established service level agreements (SLAs).
- Coordinate with other supervisory staff to maintain 24/7 operational readiness and smooth shift transitions.
- Performance Monitoring and Reporting
- Track individual and team performance metrics, identifying areas for improvement and implementing corrective actions as needed.
- Prepare and deliver regular reports on team performance, incident trends, and operational impacts to leadership and stakeholders.
- Process and Compliance Management
- Ensure adherence to organizational policies, security protocols, and regulatory guidelines, including compliance with DISA and DoD standards.
- Oversee the creation and maintenance of Standard Operating Procedures (SOPs) and Work Instructions (WIs) to promote standardization and efficiency.
- Resource and Schedule Management
- Develop and manage shift schedules to ensure adequate staffing and coverage for all operational requirements.
- Allocate resources effectively to meet mission objectives and address shifting priorities.
- Strategic Contribution
- Collaborate with leadership to identify opportunities for process optimization, technology integration, and operational enhancements.
- Provide input on policy development and strategic planning to align team performance with organizational goals.
- This functional lead role requires a strong balance of technical expertise, leadership acumen, and communication skills to ensure the team’s success in delivering exceptional service and maintaining operational integrity.
We are committed to an inclusive and diverse workplace that values and supports the contributions of each individual. This commitment along with our common Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation and expand our success in the global marketplace. Vectrus is an Equal Opportunity /Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran.
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