- Remote
- Remote
- Full-time · Mid
- 5+ years
Supervise service-desk staff supporting the Defense Casualty Information Processing System (DCIPS) Future, managing queue priorities, coordinating escalations, and overseeing daily operations.
Responsibilities
- Direct assigned service-desk staff, allocate work, and maintain coverage during the assigned support period
- Review ticket categories, priorities, age, and service performance
- Maintain Total Contact Ownership after escalation
- Coordinate incident triage, outage updates, and technical escalation under established incident-response procedures
- Review authorized dashboards, queues, and alerts
Requirements
- Bachelor's degree in Information Technology, Computer Science, or a related discipline
- Nice to have: CompTIA Security+ CE
- Nice to have: HDI Team Lead