Lead CSC Manager - Computer User Support Specialist

EPS Corporation is looking for a Lead CSC Manager - Computer User Support Specialist to effectively manage all tickets and tasks while communicating with the Government CSC lead to ensure proper assignment. The Lead CSC Manager ensures the CSC section is appropriately staffed during required hours and maintains a strong understanding of ITIL best practices.

Responsibilities

• Provide daily oversight to task order personnel assigned to the CSC.
• Ensure the CSC section is manned appropriately.
• Address any scheduling conflicts.
• Coordinate CSC personnel across five help desk locations.
• Provide comprehensive Help Desk support for various IT-related needs, including assisting with creation, management, and troubleshooting of network accounts.
• Support common software applications including web browsing (Microsoft Edge), email (Microsoft Outlook), word processing (Microsoft Word), spreadsheets (Microsoft Excel), presentations (Microsoft PowerPoint), databases (Microsoft Access), photo editing tools, desktop publishing software, and scanning tools.
• Assist with telephone voicemail services and troubleshoot/resolve issues related to IT equipment and hardware.
• Support writing to appropriate media (USB drives, CDs, DVDs).
• Ensure all service requests, including trouble tickets, are prioritized.
• Escalate problems to the appropriate organization or process when issues cannot be resolved within designated timeframes or require specialized expertise.
• Maintain clear communication with users throughout the resolution process, ensuring timely updates on status and progress of service requests.
• Prioritize and escalate service requests as needed, maintain user communication, and deliver weekly performance metrics with process improvement recommendations.
• Oversee imaging, configuration, deployment, and compliance of IT equipment in accordance with ESHB, ECO/USLM approvals, and security directives (IAVA/IAVB/TCNO).
• Support Moves, Adds, and Changes (MAC), specialized network devices, and classified/unclassified systems.
• Maintain documentation, patch compliance, workload reduction initiatives, and the SharePoint help desk site with current standards and guidance.

Experience

• Senior-level experience in client support and help desk operations.
• Proficiency in Windows Operating Systems and Microsoft Office Products.
• Proficiency in Microsoft Active Directory, Microsoft Server 2008 or higher, VMWare 5.1 or higher, and vSphere Administration.
• Experience with Air Force IT Service Desk support, Air Force Standard Desktop Configuration, and Air Force Remedy Ticketing System.
• Experience with Remote Desktop Support and overall technical assistance of Air Force IT systems.
• Experience supporting information systems on Government and Intel networks such as NIPRNet, SIPRNet, JWICS, NSANet, and Tier 1 networks.
• Strong understanding of ITIL best practices

Education

• Bachelor's Degree in IT-related field, OR minimum 6 years of relevant experience

Certifications

• DoD 8140 (or 8570.01-M) approved and registered IAT Level II baseline certification (Security+ CE preferred).
• Proficiency in Windows Operating Systems and Microsoft Office Products.
• Proficiency in Microsoft Active Directory; Microsoft Server 2008, or higher; proficiency in VMWare 5.1or higher and vSphere Administration.