Lead - Tier Three Support -- Hybrid Remote (Ts)

Lead Tier Three Support

Kingfisher Systems, Inc. (Kingfisher) specializes in providing a full range of Information Technology, Cybersecurity, Intelligence, and support services to the U.S. Government. Kingfishers core competency is technology-enabled services with a specific focus on national security. Since 2005, Kingfisher has established itself as a recognized and trusted partner whose mission is safeguarding sensitive information, operations, and programs for our Federal customers and U.S. warfighters.

Kingfisher is actively seeking a highly skilled Tier Three Support Lead to join our team. The Tier 3 Support Lead will be responsible for providing advanced technical support and troubleshooting for our clients, managing a team of Tier 3 technicians, and ensuring the timely resolution of escalated issues. The ideal candidate should have experience in managing tickets or service requests in a ticketing management system, as well as familiarity with DOD Information Technology and Asset Management (ITAM) policies and procedures.

Duties and responsibilities will include but are not limited to:

• Provide Tier 3 support and troubleshooting for interoperability and compatibility issues.

• Manage a team of Tier 3 technicians, including task assignment, performance management, and professional development.

• Interface with customers to resolve complex technical issues and provide status updates.

• Interface with management personnel to report on team performance and receive taskings.

• Maintain a technical support database to track and report frequently asked questions and trouble calls.

• Manage and prioritize mission-critical Tier 3 requests outside of normal business hours.

• Ensure compliance with DOD Risk Management Framework and DIACAP accreditation processes.

• Develop and maintain documentation, including knowledge base whitepapers and FAQs.

• Analyze ticket trends and identify opportunities for process improvement and knowledge management.

• Collaborate with internal teams and external stakeholders to ensure successful deployment and implementation of technical solutions.

• Provide subject matter expertise and support for training initiatives, including curriculum development and course delivery.

Required Qualifications:

• Proficiency in Microsoft Office Suite

• Experience managing tickets or service requests in a ticketing management system such as Remedy or ServiceNow.

• Understanding of Cyber Security Assessment, Authorization, and Implementation processes and procedures

• Experience with Assured Compliance Assessment Solution (ACAS) NIPRNet, SIPRNet, Nessus, Security Center

• Knowledge of eMASS, NIST SP 800-3 and 800-53, Risk Management Framework, Plans of Action and Milestones (POA&M), Vulnerability Management Policy, Security Technical Implementation Guide (STIG), Information Assurance Vulnerability Alert (IAVA)

• Expert knowledge of Red Hat Enterprise Linux and Microsoft Operating Systems

• Designing and/or configuring TCP/IP networks, including deploying and managing IP subnets

• Linux/Unix Systems Administration

• Tenable or other vulnerability assessment product deployment or administration.

• Proficiency in English language, both written and verbal.

• Prior experience with ACAS or similar technical solutions is a plus

Required Certification:

• IAT II certification (Security+ preferred)

and at least one of the following:

• Cisco Certified Support Technician (CCST) Cybersecurity

• Cisco CyberOps Associate

• Cisco CyberOps Professional

• Cisco CCNP Security

• Cisco CCIE Security and Training

• Microsoft Cyber Analyst Professional

• Microsoft Certified Security Operations Analyst Associate

Years of Experience:

• Cumulative, non-concurrent total of ten (10) years of demonstrated hands-on experience

• Minimum of two (2) years experience acting as a Tier 2 or Tier 3 team lead, to include managing multiple team members, interfacing with customers to resolve issues, and interfacing with management personnel to provide status updates and receiving taskings.

• Mnimum of two (2) years experience managing tickets or service requests in a ticketing management system such as Remedy or Service Now

• Minimum of four (4) years experience working with a DOD organization following DOD Information Technology and Asset Management (ITAM) policies and procedures

Degree Requirement:

• A bachelor's degree in systems engineering, computer engineering, computer science, electrical engineering, Networking or something similar is required.

• In lieu of a degree, the minimum is five (5)years of experience conducting engineering of network infrastructure.

Minimum Clearance Requirement:

• Minimum Active Secret Clearance required; Top Secret preferred

Citizenship:

• U.S. Citizenship Required

Location:

• Hybrid Remote - must be within 50 miles of worksite location

Start Date:

• July 2024