Senior Help Desk Team Lead

Direct day-to-day Educational Technology Support (ETS) operations for student soldiers and instructors at the Maneuver Center of Excellence, Fort Benning.

Responsibilities

• Lead, supervise, and schedule the ETS team, including help desk support specialists and system administrators, across up to four NOC sites
• Coordinate daily ETS activities, workload distribution, and coverage to meet performance standards
• Partner with the contract Program Manager, Contracting Officer’s Representative (COR), and Government stakeholders to prioritize work and resolve issues
• Serve as Alternate Program Manager and assume full program management responsibilities during the Primary PM’s absence
• Review statement of charges and Financial Liability Investigation of Property Loss (FLIPL) packets
• Evaluate current processes and improve business processes for day-to-day maintenance and support requests
• Oversee cloud and server maintenance, storage allocation, and print server maintenance and management
• Direct Active Directory management for user and computer accounts, print objects, and security groups
• Work with the NEC to resolve issues involving user accounts, network outages, remote access, and Wi‑Fi connectivity
• Oversee development and maintenance of the ETS System Administrator SharePoint site
• Lead quarterly Security Technical Implementation Guide (STIG) analysis and mitigation for ETS systems and servers to support DoD IA compliance
• Support Government efforts to audit student Acceptable Use Policy (AUP) and IA directories to achieve 100% DoD IA compliance
• Direct incident response for systems and users with known or suspected IA compliance issues
• Ensure team compliance with IA, information security, and software licensing requirements
• Oversee on-site and remote customer and automation support for students and instructors for the full duration of their courses
• Supervise device preparation including baseline reimaging, BIOS configuration, and post-install customization for each course session
• Oversee mobile device issuance, turn-in, and security briefings
• Oversee training for new instructors on classroom instructional technology, collaborative tools, and course software

Requirements

• Bachelor’s degree in an Information Technology or related field
• At least 12 years of experience in a technical environment
• At least 8 years supporting student environments of similar scope and size (Government or Government client)
• Demonstrated experience managing day-to-day activities for a team of at least 12 members
• ITIL Foundation certification
• Active secret security clearance in good standing on the first day of the contract
• Working knowledge of Active Directory, SCCM, SharePoint, print server management, cloud and server storage administration, and network imaging
• Working knowledge of DoD IA requirements, including STIG implementation and mitigation

Technologies

• Active Directory
• SCCM
• SharePoint
• Print server management
• Cloud and server storage administration
• Network imaging
• Security Technical Implementation Guide (STIG)
• Acceptable Use Policy (AUP)
• ITIL Foundation
• DoD IA requirements

Preferred Qualifications

• DoD 8140/8570-compliant certification (example: CompTIA Security+ CE or higher)
• Familiarity with Army property accountability processes
• Experience supporting Army training systems, installations, or school environments
• Prior experience as a Program Manager or Deputy/Alternate PM on a federal contract

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Training & development
• Vision insurance

Work Environment

• On-site role at Fort Benning, GA, requiring movement between multiple NOC and classroom locations
• May occasionally involve lifting and transporting IT equipment such as laptops, tablets, and peripherals

Salary: USD 66,000 - 95,000 per year

Location: Fort Benning, GA (onsite)