IT Service Desk Trouble Tickets

Overview:This position is for an IT Service Desk Trouble Ticket Manager supporting the United States Space Force (USSF) Space Operations Command (SpOC) Intelligence and Cyberdefense Enterprise Services (SPICES) Contract. Candidate will provide Subject Matter Expertise to ensure current and future capability for execution and sustainment of the space mission. Candidate will develop analysis and implement strategic goals to refine and improve the operational capability of USSF’s assets. The candidate must demonstrate applicable experience with Cyber Operations, Cybersecurity and Risk Management Framework (RMF).

As a dynamic systems integrator, SMS offers proven solutions in engineering, operations, cybersecurity, and digital transformation. With expertise in modernizing and optimizing legacy infrastructure and systems, ensuring operational efficiency, and designing, implementing, and managing secure environments, SMS supports business and mission goals with proficiency, quality, and integrity.

SMS has been serving the advanced information technology needs of the federal government since 1976, delivering talented teams and innovative, cost-effective solutions and services to support our customers’ missions for more than 40 years. SMS is headquartered in McLean, Virginia, with offices and on-site operations at customer locations throughout the United States. For additional information on SMS, visit www.sms.com.

Submit your resume today!
Responsibilities:

• Responsible for the tracking and monitoring of trouble tickets, acknowledge receipt, reporting and updates to leadership, and managing the overall support and coordination to ensure maximum attention as necessary to address and resolve issues or concerns with affected systems.
• Direct support to USSF, SpOC, Space Wings, SPOs, LAAFB, and USAFA.
• Provide Cyberspace integration, resolution, prioritization, and situational awareness to USSF/CC, SpOC/CC and other leadership as required.
• Operate 24/7 IT Service Desk, every day of the year, including on-call support, within SpOC FCCC and COOP facilities.
• Open, assign, track, and prioritize incident ticket numbers for discrepancy status, resolution, and reporting.
• Monitor ITSD phone, chat rooms, email, and workflow accounts and provide telephone customer support as needed.
• Provide and process information in response to inquiries, concerns and requests about products, services, and statuses of incident tickets.
• Coordinate with customers, Comm Focal Point (CFP) technicians, 624 OC, I-NOSCs, or other cyber units, to ensure tickets are opened and resolved in a timely manner.
• Coordinate with event/incident manager to ensure common understanding and effort to inform and resolve issues.
• Ability to develop in depth understanding of ongoing activities and potential or actual mission impact.
• Assist in the development of subordinate orders to facilitate resolution of issue and work to preclude future issues of the same nature, proactive preventative measures.
• Recommend and help improve/streamline/repair existing processes and implementation procedures.
• Coordinate across the cyber and space operational units to develop common understanding and roadmap towards more reliable IT network and operational systems.
• Assist units by coordinating with USSTRATCOM, USCYBERCOM, USSF, 624 OC (AFCYBER), and subordinate units to clarify, deconflict, and track incidents, initiatives, and tasks required in conducting cyberspace operations on space mission systems and USSF portions of the AFIN.
• Participate in SpOC Operational Planning Team actions as required.
• Provide strategic theories, methodologies, and direction to customer in support of Cybersecurity Service Provider (CSSP) activities for space mission systems.
• Coordinate with Special Program Offices (SPOs) and Project Management Offices (PMOs) to ensure network and system cyberspace defense elements are identified, tracked, and resolved.
• Provide leadership, mentoring, and quality assurance for team members.
• Ability to communicate effectively, both orally and in writing; negotiate complex issues; write comprehensive studies; and maintain good working relationships.
• Strong analytical and product management skills required, including a thorough understanding of how to interpret customer needs and translate them into application and operational requirements.
• Proficient in Microsoft Office applications such as Outlook, Word, Excel, and PowerPoint; message distribution/retrieval programs; and Analyst Notebook.
• Prepare and present briefings, reports, informational analyses in support of USSF and SpOC.
• Perform records management of sustainment related deliverables and documentation.
• Participate in customer exercises, after duty hours may be required.
• Ensure adherence to Government policies, master plans and schedules, and develop solutions to program problems.
• Accomplish all other tasks as assigned by Prime Contractor leadership or Government personnel.

Candidate will be required to perform shift work, and occasional overtime as operations and mission dictate.
Qualifications:

• 4-years in Communications Squadron (or Sister Service equivalent),
• Familiarity/experience with industry cybersecurity best practices
• Familiarity/experience with USCYBERCOM/AFCYBER