Duty Controller Lead

Scott Air Force Base, IL, United States of America
Nov 23, 2022
Dec 23, 2022
Full Time
Duty Controller Lead

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: Top Secret

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Continental US

CACI is looking for a Duty Controller Lead to support our customer, U.S. Transportation Command (USTRANSCOM), at Scott AFB Illinois. This position is contingent upon award of the USTRANSCOM Command, Control, Communication & Cyber Systems Managed Information Technology Services (MITS), Enterprise support Managed services.

What You'll Get to Do:

CACI has an excellent opportunity for an experienced, self-directed, Duty Controller Lead. This position is in support of a Department of Defense (DoD) organization, USTRANSCOM Directorate TCJ6 located at Scott AFB, IL.

The Duty Controller Lead will supervise and provide technical expertise to a team of Duty Controllers who are responsible for working with the Duty Officer and cyber security analysts to identify and correlate problems affecting the Command's Enterprise IT customers. They will establish and maintain work schedules for Duty Controllers to ensure night shift coverage during weekdays and 24-hour coverage on weekends.

The Duty Controller Lead is responsible ensures the acceptance and processing of notifications, to include Authorized Service Interruptions (ASI) requests, from the USTRANSCOM community, USTRANSCOM component commands, other combatant commands, and other global DoD customers regarding problems or questions concerning automated systems, services, or capabilities supporting enterprise IT infrastructure. In addition, they coordinate with stakeholders, customers, service providers, and Change Managers to coordinate the approval of ASI requests. They manage the overall ASI program and are responsible for analyzing the impact of external ASIs on customers.

They conduct and coordinate actions by Duty Controllers in response to system alerts across multiple classification levels to ensure the appropriate proactive measures are taken to enhance and stabilize the network. They work with various system support teams to adjust reporting thresholds in response to changes in infrastructure and technology.

The Duty Controller Lead will use available software tools (Remedy, Solarwinds, etc.) to monitor and report computer network status, ensuring the Duty Officer has the most current status report on all events. They will assist the Duty Officer in preparing daily reports and briefings as outlined in TRANSCOM policies and procedures. They will ensure all reports are posted upon completion.

In addition, they will ensure the team documents findings, and updates the Service Desk's knowledge base for incident/event/problem resolution. They ensure all events opened or closed in the automated tracking system are accurate and timely.

The Duty Controller Lead will work in conjunction with the Service Desk Lead to continually improve overall performance of the team, to include internal team communication, response to customer requests, and collaboration with external service providers.

Candidates need excellent problem-solving, communication, and customer service skills, as well as extensive experience with desktop hardware, software applications, operating systems, and network connectivity. They must be customer service-oriented and proactive in anticipating and resolving problems while maximizing efficient use of resources.

More About the Role:

The successful candidate must be able to communicate clearly and succinctly both written and orally, have strong leadership skills, and present products and ideas in a business-like manner. The candidate will be required to work in dynamic fast paced environments that require team interaction and coordination of efforts. The candidate must be experienced in interfacing with both client managers and system users.

You'll Bring These Qualifications:

  • Currently hold an adjudicated Top Secret Clearance and be able to maintain.
  • Professional certification that meets or exceeds DoD 8570.01. IAM I (Security+ CE or equivalent)
  • Masters Degree in a relevant field of study
  • Minimum of ten (10) years total experience in Information Technology which must include:
  • Minimum of five (5) years of experience managing a Service Desk tool suite for a large enterprise network.
  • Minimum of five (5) years of experience with Service Operations and IT Service Management
  • ITIL v3 - Foundation Certification
  • Working knowledge in all aspects of automation, telecommunications, and IT networks
  • Excellent troubleshooting and problem-solving skills.
  • Good communication skills; be able to communicate with ease in front of large audiences of senior IT and communications personnel.

Desired Qualifications:

  • Desired Service Desk Manager Certification, e.g., Service Desk Institute (SDI) Service Desk Manager, Help Desk Institute (HDI) Support Center Team Lead
  • Automation using Microsoft PowerShell, VBScript, or batch files.
  • Adaptable to changing circumstances and operational needs.
  • Understanding of Department of Defense Military standards
  • Experience working with and supporting Cisco Routers and Switches
  • Experience supporting Cloud services
  • Experience with DoD IT security requirements

What We Can Offer You:
  • We've been named a Best Place to Work by the Washington Post.
  • Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
  • We offer competitive benefits and learning and development opportunities.
  • We are mission-oriented and ever vigilant in aligning our solutions with the nation's highest priorities.
  • For over 55 years, the principles of CACI's unique, character-based culture have been the driving force behind our success.

Company Overview: At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.

As a federal contractor, CACI is subject to any federal vaccine mandates or other customer vaccination requirements. All new hires are required to report their vaccination status.

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