Tier 2 Helpdesk Lead CAB Manager for Tech Control

Washington DC
March 10, 2025
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Job Description

GCyber is seeking a Tier 2 Helpdesk Lead CAB Manager for Tech Control to support a high profile DISA customer. As a Tier 2 Lead CAB Manager for Tech Control, you will manage day-to-day support functions, ensuring effective issue resolution, and maintaining high levels of customer satisfaction.
As a Tier 2 Helpdesk Lead CAB Manager for Tech Control, you will:

  • Oversee Tier 2 Tech Control Helpdesk operations, ensuring prompt resolution of issues with switches, encryption devices, network consoles, and circuits.
  • Develop and implement policies and procedures to ensure consistent service quality and operational efficiency.
  • Act as a liaison between the help desk team and senior management, translating technical requirements into actionable strategies.
  • Manage and supervise help desk employees, providing guidance and training to ensure effective issue resolution.
  • Coordinate the Change Advisory Board (CAB) process and ensure compliance with relevant standards while improving help desk support functions.

Minimum Qualifications and Experience:

  • Active DoD Top Secret/SCI security clearance
  • Bachelor’s degree in related field
  • Minimum 5 years’ experience with help desk support and operation in a DoD IT environment
  • Minimum of 5 years working experience with providing customers with day-to-day support by responding to, documenting, tracking, resolving, and managing customer issues, question, and requests.
  • HDI Support Center Manager or equivalent certification