Service Desk Lead:

This requirement is in anticipation of, and contingent upon, an award for conducting Information Technology Support Services (ITSS) support for the Office of the Chief Information Officer (OCIO) of Program Executive Office, Missiles and Space (PEO M&S). The OCIO provides IT support to PEO Headquarters (HQ), 6 PM Offices, external Army, Navy, Air Force and Marine organizations, as well as, various foreign countries with cooperative agreements. Currently the OCIO supports approximately 2500 desktop users and 300 external users. Anticipated contract award date is 1 March 2021 with need for immediate presence to support transition activities.

Duties include:

• Providing state-of-the-art solutions in response to inquiries from PEO MS IT users. The contractor shall respond to inquiries from computer users and assist in resolving IT problems and diagnosing computer hardware and software issues from a helpdesk embedded within the OCIO.


• Supervise ~28 helpdesk personnel in efforts to:
  
  
  
  • Respond to telephone calls and utilize the automated service desk to assist customers with computer/software problems. diagnose the nature of the problem and walk the customer through the problem-solving steps.
  
  
  • Receiving, logging, routing, resolving trouble calls, and follow-up reporting.
  
  
  • Provide technical assistance on computer equipment, including desktops, laptops, portable computers, high-speed printers, scanners, plotters, printers, and other specialized computer equipment.
  
  
  
  


• Provide technical guidance in the utilization of computer hardware and software, including installation, operation, and troubleshooting.


• Provide reporting that includes metrics, such as number of calls, types of calls, resolution times, trend analysis, and other data that assist the government in managing the Service Desk and assisting customers.

Required:

• Bachelor’s Degree in Information Technology or a related field


• 10+ years’ experience


• IAT Level II certification: CCNA Security, CySA+, GICSP, GSEC, Security+ CE, CND, SSCP


• Able to obtain a Common Access Card (CAC) prior to the start of work.

Desired:

• ITIL Level 3 Certification


• Experience with DoD, Army and/or Aviation Missile Command (AMCOM) customers.


• Experience with classified and unclassified networks.

Candidate must be a U.S. Citizen. An active TS/SCI security clearance is required. This is a full-time position located in Huntsville, AL.