USAF - Service Desk / NOC Lead

Work with cybersecurity personnel on scanning, alert escalation, incident response, approved security tools, and technical evidence supporting Risk Management Framework and ATO/cATO requirements. Retain ownership of escalated tickets through closure; route unresolved requests to the appropriate Tier 2 or Tier 3 teams and coordinate higher-tier support for systems under the program’s lifecycle responsibility.

cFocus Software seeks a Service Desk / Network Operations Center (NOC) Lead to join our program supporting the United States Air Force (USAF). This position is on-site in Linthicum Heights, MD. This position requires an Active TS/SCI clearance.Qualifications:

• Active TS/SCI clearance
• B.S. Computer Science, Information Technology, or a related field
• Demonstrated ability to lead service desk or network operations personnel, coordinate incident escalation, and sustain support across multiple sites and time zones.
• Experience with enterprise IT ticketing, incident and service request management, knowledge management, troubleshooting procedures, and service performance reporting.
• Working knowledge of enterprise network infrastructure, application availability, physical and virtual servers, cloud services, and video or telecommunications support.
• Ability to coordinate secure changes and releases, maintain operational records, and work with cybersecurity teams on incident response and compliance evidence.
• Clear written and verbal communication skills for user support, outage notifications, technical documentation, and Government status reporting.
• Meet the security and access requirements applicable to the assigned systems and duties, and participate in scheduled on-site coverage, on-call support, and approved travel as required.

Duties:

• Lead daily service desk and NOC activities, assign work, coordinate coverage and handoffs, and guide technicians supporting systems, applications, infrastructure, and telecommunications.
• Oversee Tier 0, Tier 1, and Tier 2 support. Retain ownership of escalated tickets through closure; route unresolved requests to the appropriate Tier 2 or Tier 3 teams and coordinate higher-tier support for systems under the program’s lifecycle responsibility.
• Ensure incidents and service requests are captured, documented, and tracked in the Government-approved ticketing system daily by 5 p.m. Eastern Time. Monitor ticket quality, prioritization, routing, and resolution progress.
• Manage video and telecommunications requests and support requests involving applications, networks, infrastructure, research and development, and innovation. Coordinate user onboarding, training, and knowledge management.
• Develop and maintain troubleshooting guides and standard operating procedures for Government review and approval by the last business day of each quarter.
• Oversee continuous system and application monitoring, maintain operational logs, and coordinate response to degradation, outages, and security alerts under the approved Incident Response Plan.
• Notify designated DC3 points of contact in writing within 30 minutes of Priority 1 incidents during regular business hours. Immediately report circumstances outside contractor control that may prevent meeting availability targets.
• Coordinate approved releases, production deployments, network configuration changes, server provisioning, and authorized user access. Ensure work follows approved baselines, testing, change controls, and DevSecOps procedures.
• Coordinate network maintenance and restoration involving routers, switches, cabling, servers, storage, and cloud or virtual infrastructure. Maintain external service provider contacts for rapid outage response.
• Collect service desk metrics and report system performance, security, and availability by the last business day of each month. Provide utilization data, capacity recommendations, and infrastructure improvement recommendations.
• Work with cybersecurity personnel on scanning, alert escalation, incident response, approved security tools, and technical evidence supporting Risk Management Framework and ATO/cATO requirements.
• Support NOC/SOC stand-up, including tool configuration, sensor integration with AFCYBER and the Cybersecurity Service Provider, and enterprise scanning deployment. Support IOC within 180 calendar days after transition-in and subsequent FOC sustainment.

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