1544 - Helpdesk Lead

Sigma Defense is seeking a Helpdesk Lead for our operations team to join us in building sustained. This critical role will build a new help desk function on an emerging DoD capability providing Full Motion Video Dissemination in Microsoft Azure. As the Helpdesk Lead, you will develop a system for handling customer requests, both from customer looking to view videos and customers looking to provide videos. The lead will be responsible for building and managing a team of lower-level engineers to assist with customer requests and build-up a 5x8 help desk, up to an eventual 24x7 environment.

Equal Opportunity Employer/Veterans/Disabled: Sigma Defense Systems is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

• 4 - 6 years of relevant experience.
• Experience with Microsoft Azure or other cloud platforms.
• Knowledge of cloud engineering principles, methodologies, and best practices.
• Understanding of operational excellence, configuration management, and security controls.
• Knowledge of project management tools such as Jira and Confluence.
• Experience running an onsite operations team.
• Experience operating a helpdesk or other phone based and ticketing support systems.
• Experience with 24/7 domestic U.S. support.

Candidate Differentiators:

• Microsoft Azure experience.
• Military operations experience.
• Secret or better clearance active.
• SCIF experience.
• Full Motion Video dissemination experience.
• Passion for mentorship of early career folks.
• Management of an on-call team rotation.
• One or more certifications in cloud technologies.

Personnel Clearance Level:

• Candidate must possess or have the ability to obtain a Secret security clearance or higher.
• Clearance will be sponsored for the right candidate.

Educational Requirements:

• Bachelor's Degree from an accredited college or university in Information Technology, Management, or related field of study.

Computer Programs/Software:

• Jira
• Confluence
• Help Desk Software (various)

Mandatory Certifications:

• Security+ or equivalent

Essential Job Duties (not all-inclusive):

• Build the foundation for future 24x7 support of the Joint Cloud program.
• Assure the current partner support needs are met 5x8.
• Establish clear flow of mission partner requests.
• Establish and implement tooling to manage partner requests.
• Establish knowledge base for user self-service.
• Define and promote a culture of care for the partner's mission.
• Hire and manage the team of support techs.
• Setup a training program for new support techs.
• Setup a training program for new mission partner users.
• Act as an advocate for mission partners within the team.
• Promote automation of slow response areas for mission partners.
• Participate in setup of on-call rotation system (tool selection, implementation details, etc.).

Salary Range: $130,000 - $150,000 annually.

• Dental and Vision Insurance
• Medical Insurance to Include HSA, FSA, and DFSA Plans
• Life and AD&D coverage
• Employee Assistance Program (EAP)
• 401(k) Plan with Company Matching Contributions
• 160 Hours of Paid Time Off (PTO)
• 12 (Floating) Holidays
• Educational Assistance
• Highly Competitive Salary