[Hiring] Shift Lead @DecisionPoint | Cortek

Role Description

DecisionPoint is hiring a Shift Lead to supervise service-desk staff supporting the Defense Casualty Information Processing System (DCIPS) Future. During your assigned coverage period, you will:

• Manage queue priorities, coordinate escalations, keep users informed, and oversee handovers.
• Use your technical-support experience to guide the team during daily operations and incidents.
• Keep ticket ownership clear and coordinate with application, infrastructure, and cybersecurity teams through resolution.
• Handle sensitive Department of Defense information with sound judgment and accurate records.

This position is fully remote. The DCIPS Future user-support service window is 8:00 a.m. to 4:30 p.m. Eastern Time, Monday through Friday, excluding government holidays. Individual work schedules are assigned to support that coverage.

Duties & Responsibilities

• Direct assigned service-desk staff, allocate work, and maintain coverage during the assigned support period.
• Review ticket categories, priorities, age, and service performance. Intervene when work stalls or is at risk of missing service targets.
• Maintain Total Contact Ownership after escalation. Keep an assigned owner on each ticket, update the user, document next steps, and verify resolution before closure.
• Coordinate incident triage, outage updates, and technical escalation under established incident-response procedures.
• Review authorized dashboards, queues, and alerts. Refer availability, performance, or security issues to the responsible technical teams and track their response.
• Conduct handovers that identify open incidents, responsible owners, pending actions, and escalation status.
• Coordinate DCIPS application, network, account, software, and hardware-support issues, including repair-service dependencies, with designated technical owners.
• Ensure account and credential requests follow identity verification, authorization, and audit procedures, with execution limited to personnel holding the required permissions. Reinforce Zero Trust principles in access handling and escalation.
• Review how planned changes and deployments will affect support and whether the desk is prepared. Coordinate with Configuration, Change, and Release Management, and escalate missing approvals or unresolved dependencies.
• Coach staff in troubleshooting, ticket documentation, knowledge use, security procedures, and customer service.
• Analyze recurring issues, recommend problem investigations, and contribute improvements to procedures, self-service content, and training.
• Report queue performance, coverage gaps, capacity risks, and unresolved incidents to service-desk and program leadership.
• Validate support workflows and escalation arrangements before service activation and following changes. Maintain secure, accurate shift records and support documentation.

Qualifications

• Active Secret clearance or higher.
• Bachelor's degree in Information Technology, Computer Science, or a related discipline.
• At least five years of experience supporting or leading service-desk, network operations center, or system-operations functions.
• Experience supervising or coordinating technical personnel in mission-critical environments, including 24-hour operations.
• Demonstrated ability to manage incident, problem, and change-management activities within ITIL-aligned processes.
• Familiarity with IT service-management platforms such as ServiceNow, Jira Service Management, or BMC Remedy.
• Experience using monitoring and alerting tools such as SolarWinds, Splunk, or AWS CloudWatch, and knowledge of network, infrastructure, and application troubleshooting.
• Knowledge of incident escalation, root-cause analysis, the Risk Management Framework, Security Technical Implementation Guides, and DoD cybersecurity requirements.
• Strong team coordination, reporting, and customer-service skills, with the ability to make timely decisions and communicate calmly during incidents.
• ITIL 4 Foundation certification, or ability to obtain it within 90 days of employment.

Preferred Certifications

• CompTIA Security+ CE.
• HDI Team Lead or an equivalent service-desk leadership certification.