Position Summary:
 The Lead CSC Manager is responsible for daily management and oversight of all contractor staff assigned to the Client Support Center (CSC). This individual ensures optimal help desk performance and user satisfaction in accordance with the PWS and ITIL best practices.

Primary Duties:

• Oversee all ticket/task assignments, coordinating with the Government CSC lead for proper prioritization and resource allocation.
• Manage CSC capacity, ensuring adequate manning and coverage for all required operational hours as described in the PWS.
• Implement ITIL best practices for Incident, Problem, Change, and Configuration Management.
• Measure and report CSC performance weekly, and implement process improvements based on findings and leadership input.
• Coordinate technical support and user training for a wide variety of applications and operating systems; ensure compliance with security directives.
• Address scheduling conflicts, escalating to Government CSC Lead and/or Task Order Team Lead as needed

Qualifications and Certifications:

• Proficiency in Windows operating systems and Microsoft Office products.
• Working knowledge of Microsoft Active Directory and current system administration practices.
• DoD 8140 IAT Level II baseline certification (Security+ CE preferred).
• Must have an active TS/SCI security clearance.
• CI Polygraph required if accessing NSA systems as administrator.