Support Center Lead & User Operations Manager
$120,000–$180,000 year
HybridAberdeen, Maryland, United States
Job Summary
Lead Tier 1–3 service desk operations, resolving technical issues for deployed operators and lab engineers while managing defect logging and stakeholder feedback tracking. Oversee help-desk ticketing, CUI laboratory equipment maintenance, and vendor software installations to ensure test bench connectivity. Aggregate user feedback into monthly performance metrics feeding CDRL D5 status reports during System Acceptance Testing and field operations. Requires Associate or Bachelor's degree in IT, 4+ years of help desk management experience, and DoD 8570 IAT Level II certification. Active Secret clearance is mandatory.
Required Qualifications
- Active Secret clearance
- U.S. Citizenship
- Associate or Bachelor's degree in Information Technology, Computer Networking, or related field
- 4+ years of IT help desk management or lab operations experience
- DoD 8570 IAT Level II certification (e.g., Security+ CE)
- 5+ years in IT service desk management, laboratory administration, or technical support in DoD environments
- Ability to travel as required
- Standard office environment with occasional requirements to visit client sites, labs, or field environments
Desired Qualifications
- Direct experience managing ITIL-aligned service desks or defense testing laboratories
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