Helpdesk Specialist (Operations Center Technical Lead) - Military veterans preferred

**This position is contingent on contract award**

RMC seeks an experienced Helpdesk Specialist to serve as the Operations Center Technical Lead for the United States Marine Corps Cyberspace Operations Group (MCCOG) in Quantico, VA. The successful candidate will provide leadership and technical expertise in support of the Marine Corps Enterprise Network (MCEN), a global network supporting over 200,000 users across more than 30 bases, posts, and stations, as well as deployed locations worldwide. This role is critical to maintaining the security, agility, and operational effectiveness of MCEN, ensuring robust network operations and cybersecurity defense.

Key Responsibilities

• Lead and mentor technical personnel in business process management and service desk operations, ensuring high standards of customer service and technical support.
• Oversee the day-to-day operations of the help desk, ensuring timely and effective resolution of support tickets and incidents.
• Provide advanced technical support for issues related to the MCEN, including firewalls, routers, switches, VPN devices, virtual server infrastructure, storage area networks, and messaging environments.
• Manage escalations, troubleshoot complex technical problems, and coordinate with higher-level technical teams or external vendors as needed.
• Analyze support data and incident reports to identify trends, recommend process improvements, and implement best practices for technical support.
• Ensure compliance with Information Assurance (IA) and cybersecurity policies and procedures, maintaining the confidentiality and integrity of all client information.
• Collaborate with IT and engineering teams to address system, software, and network issues, and support the deployment of new technologies and upgrades.
• Create, maintain, and update technical documentation, knowledge base articles, and user guides.
• Conduct regular training sessions for help desk staff on new technologies, security protocols, and operational procedures.
• Prepare and present performance reports to management, providing actionable insights to enhance service delivery and network defense.
• Stay current with industry trends, emerging technologies, and cybersecurity threats relevant to enterprise network operations.

• Minimum of five years demonstrated experience leading technical personnel in business process management and/or managing a service desk environment.
• Information Assurance Manager (IAM) Level II certification.
• Active TS/SCI security clearance.
• ITIL v3 Foundation Certification.
• Bachelor’s degree in Information Technology, Computer Science, or a related field.

Desired Qualifications

• Experience supporting Department of Defense (DoD) or other federal government networks.
• Familiarity with NIPRNET/SIPRNET environments and DoD cybersecurity compliance standards.
• Strong understanding of enterprise network architectures, cybersecurity principles, and technical troubleshooting.
• Excellent communication, leadership, and interpersonal skills, with the ability to convey technical information clearly to both technical and non-technical audiences.
• Proven ability to manage multiple tasks and priorities in a high-tempo, mission-critical environment.

At RMC, we're committed to your career growth! RMC differentiates itself from other firms through its investment in our employees. We invest our resources to train, certify, educate, and build our employees.

RMC can offer you a great place to work with a small company feel and give you the experience, tuition assistance, and certifications that will take your career to the next level. This also includes a competitive paid vacation package with 11 paid federal holidays. Additionally, we also offer high-quality, low-deductible healthcare plans, pet insurance, and a competitive 401K package.

Salary at RMC is determined by various factors, including but not limited to location, a candidate's specific combination of education, knowledge, skills, competencies, and experience, as well as contract-specific requirements.