JCS Solutions LLC
Job Description
Grow, innovate, and generate progress: Harness your expertise to solve challenges and celebrate success!
Job Summary:
JCS Solutions is seeking a Desktop Support Queue Manager to join our Cyber Support Center (CySC) team at Joint Base Andrews (JBA). This is a 100% on-site position requiring a highly organized and motivated individual to manage the desktop support queue within Remedy, ensuring efficient resolution of end-user technical issues. This role offers an excellent opportunity to be part of a high-performing team supporting a collaborative environment with significant growth potential. If you are looking for a challenge and a great working environment, apply today! What’s in it for you:
Join a premier technology firm specializing in innovative solutions. Be part of a collaborative, inclusive, and innovative work culture. Enjoy tremendous growth potential in a high-performing team environment. A robust benefits package including: Health, dental, and vision insurance Life insurance Short- and long-term disability Paid time off (PTO) 401k retirement plan with employer match Annual Professional Development Reimbursement Program And more! What you will do:
The responsibilities include but are not limited to: Triaging, prioritizing, and assigning incoming tickets to Desktop Support Technicians, monitoring ticket progress, and ensuring adherence to SLAs. Managing and prioritizing the ticket queue within Remedy for timely resolution. Proactively following up with technicians to ensure tickets are resolved within SLAs. Escalating complex issues to support teams. Providing updates to management on queue status and key metrics. Collaborating with technicians to identify recurring issues and improve processes. Maintaining accurate documentation of queue management procedures. Contributing to the development of queue management best practices. Providing occasional Tier 1 desktop support as needed. Thriving in a fast-paced environment with strong technical decision-making skills. Exhibiting excellent communication and collaboration skills. What you will bring:
Active DoD Secret Clearance. Valid DoD 8570 IAT Level II or IAM II certification. An associate degree in relevant fields plus 5 years of experience, or equivalent experience. Bachelor’s degree with 4 years of experience, including at least 2 in a related field. No degree but 8 years of relevant experience, with at least 6 specialized. Active CompTIA Security+ certification. Minimum of five years’ experience, with at least three in a specialized role. Strong understanding of desktop support principles and ITIL practices. Proficiency with Remedy or similar ticketing systems. Excellent organizational, time management, and problem-solving skills. Exceptional interpersonal and communication skills. Ability to work independently and in teams, managing multiple priorities. How you will wow us:
Experience leading a desktop support team. Knowledge of Air Force, Pentagon, or AFNCR environments. Experience working at JBA, JBAB, or similar military bases. JCS Solutions LLC is a premier technology firm offering enterprise-wide capabilities including cloud, cybersecurity, digital modernization, and mission support services. We are committed to a culture of collaboration, inclusiveness, and innovation. We have been recognized as a Great Place to Work for four consecutive years and as Washington Post’s Top Places to Work for 2024 and 2025. Our core values include: Customer Experience Innovation Accountability Inspire Integrity Stewardship Commitment to Non-Discrimination:
All qualified applicants will receive consideration regardless of protected status.
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JCS Solutions is seeking a Desktop Support Queue Manager to join our Cyber Support Center (CySC) team at Joint Base Andrews (JBA). This is a 100% on-site position requiring a highly organized and motivated individual to manage the desktop support queue within Remedy, ensuring efficient resolution of end-user technical issues. This role offers an excellent opportunity to be part of a high-performing team supporting a collaborative environment with significant growth potential. If you are looking for a challenge and a great working environment, apply today! What’s in it for you:
Join a premier technology firm specializing in innovative solutions. Be part of a collaborative, inclusive, and innovative work culture. Enjoy tremendous growth potential in a high-performing team environment. A robust benefits package including: Health, dental, and vision insurance Life insurance Short- and long-term disability Paid time off (PTO) 401k retirement plan with employer match Annual Professional Development Reimbursement Program And more! What you will do:
The responsibilities include but are not limited to: Triaging, prioritizing, and assigning incoming tickets to Desktop Support Technicians, monitoring ticket progress, and ensuring adherence to SLAs. Managing and prioritizing the ticket queue within Remedy for timely resolution. Proactively following up with technicians to ensure tickets are resolved within SLAs. Escalating complex issues to support teams. Providing updates to management on queue status and key metrics. Collaborating with technicians to identify recurring issues and improve processes. Maintaining accurate documentation of queue management procedures. Contributing to the development of queue management best practices. Providing occasional Tier 1 desktop support as needed. Thriving in a fast-paced environment with strong technical decision-making skills. Exhibiting excellent communication and collaboration skills. What you will bring:
Active DoD Secret Clearance. Valid DoD 8570 IAT Level II or IAM II certification. An associate degree in relevant fields plus 5 years of experience, or equivalent experience. Bachelor’s degree with 4 years of experience, including at least 2 in a related field. No degree but 8 years of relevant experience, with at least 6 specialized. Active CompTIA Security+ certification. Minimum of five years’ experience, with at least three in a specialized role. Strong understanding of desktop support principles and ITIL practices. Proficiency with Remedy or similar ticketing systems. Excellent organizational, time management, and problem-solving skills. Exceptional interpersonal and communication skills. Ability to work independently and in teams, managing multiple priorities. How you will wow us:
Experience leading a desktop support team. Knowledge of Air Force, Pentagon, or AFNCR environments. Experience working at JBA, JBAB, or similar military bases. JCS Solutions LLC is a premier technology firm offering enterprise-wide capabilities including cloud, cybersecurity, digital modernization, and mission support services. We are committed to a culture of collaboration, inclusiveness, and innovation. We have been recognized as a Great Place to Work for four consecutive years and as Washington Post’s Top Places to Work for 2024 and 2025. Our core values include: Customer Experience Innovation Accountability Inspire Integrity Stewardship Commitment to Non-Discrimination:
All qualified applicants will receive consideration regardless of protected status.
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