Project Manager Service Desk Lead

Roles and Responsibilities

Alternate PM Functions

Act with full PM authority for all contract matters relating to daily operations whenever the PM is unavailable traveling or otherwise not accessible.

Maintain availability to the CO and COR between 0800 and 1700 Monday through Friday except Federal holidays as the on-site management presence.

Support the PM in preparing and submitting deliverables including the QCP monthly progress reports training certificates and personnel notifications.

Escalate issues to the PM and COR within 24 hours of identification when incidents or risks may affect contract performance.

Service Desk Lead Functions

Serve as the primary point of contact for all IT help desk requests received via phone email and walk-in from JMC and TRIAD personnel.

Triage assign and track all service requests; coordinate prioritisation of work with the JMC Information Management Officer (IMO); and ensure ticket resolution within required

response windows (8 business hours for PC/software; 4 business hours for printer and communications issues).

Lead and supervise help desk technicians providing technical guidance workload distribution and quality assurance on ticket documentation and resolution quality.

Troubleshoot and resolve issues with desktop computers laptops printers copiers fax machines network connectivity VoIP telephones and ancillary peripherals on the Fort Bliss Campus Area Network (CAN).

Perform Telephone Control Officer (TCO) duties including processing Line Service Requests (LSRs) and NIPRnet and SIPRnet service requests.

Configure test and add printers copiers and fax machines to the FBCAN network; maintain usage logs for maintenance agreements; and coordinate vendor warranty/maintenance calls through the IMO.

Support Live Field Experiment (LFX) exercises twice per year: coordinate pre-exercise IT resource preparation provide on-site support during the exercise and ensure IT systems supporting the LFX are operational and responsive.

Maintain configuration currency on all supported platforms including Windows 10/11 Microsoft Office 2013 and later Adobe Acrobat Pro and Microsoft Outlook; stay current on OS and application transitions as directed by DoD.

Compile and contribute to monthly progress report summaries for each task area ensuring documentation accuracy reflects ticket volumes resolution times and any anomalies.

Complete all mandatory security AT and compliance training (AT Level I OPSEC iWatch TARP IA Awareness) within required timeframes and maintain certificates.

Minimum Qualifications

Education

Associates degree or higher in Information Technology Computer Science Network Administration or a related field. Equivalent combination of technical training military occupational experience (e.g. 25-series MOS) and certifications may substitute for a degree.

Experience

Minimum three (3) years of experience in IT help desk desktop support or systems administration roles with at least one (1) year in a lead or senior technician capacity.

Demonstrated experience providing IT support in a DoD or Army environment with working familiarity with Army network infrastructure CAC-based authentication and NIPR/SIPR access protocols.

Experience processing or coordinating service requests through a ticketing system in a multi-user environment of 100 or more personnel.

Proven ability to function as a point of escalation for technical issues while simultaneously managing a queue of concurrent open tickets.

Technical Skills

Proficient troubleshooting of Windows 10/11 operating systems Microsoft Office 2013 and later suites Adobe Acrobat Pro and Microsoft Outlook in a networked DoD environment.

Experience configuring and supporting network-connected printers copiers and fax machines including integration with Army CANs.

Familiarity with VoIP telephone systems DSN lines and telecommunications support in an Army installation environment.

Understanding of NIPRnet and SIPRnet environments IT-II and IT-III access requirements and Common Access Card (CAC) issuance procedures.

Working knowledge of Line Service Request (LSR) processing and Telephone Control Officer (TCO) duties.