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Cyber Security Front Door Team Lead

Company: Invictus International Consulting, LLC
Location: Reston
Posted on: May 3, 2021

Job Description:

Title: Cyber Security Front Door Team Lead

Location: Reston, VA or Alexandria, VA

Clearance: TS/SCI w/CI Poly

Responsibilities:

  • Provide hybrid Tier 0/Tier 1 service desk support to the client's cybersecurity organization, functioning as the Team Lead for the "Cyber Security Front Door" (CSFD); the CSFD functions as the client's forward-facing presence to their customers to ensure efficient and accurate routing of cyber requirements
  • Manage team of 3-5 individuals to include making hiring recommendations, training, and administrative accountability and oversight
  • Responsible for oversight and execution of the following functions at a Tier 0 level: self-help and user-retrieved information from SharePoint, development and oversight of current detailed product and technical information (manuals, FAQs, communications, knowledge base, SOPs and self-serve FAQs)
  • Responsible for oversight and execution of the following functions at a Tier 1 level: support for basic customer issues (examples include account reset or password issues), fulfilling service desk requests that need IT involvement and/or lower-level technical personnel, oversight of and training the team to solve known problems and to fulfill service requests by following scripts; facilitation of services being provided through automation of requirements capture/vetting so that the clients customer can request and receive services without involving SMEs; monitoring of email boxes/discussion boards to respond or elevate requirements to appropriate cyber groups or submit requests to upper support tiers
  • Manage customer facing SharePoint portals (intermediate experience or high aptitude to be able to function as a SharePoint designer and SharePoint content manager)
  • Escalate requests across multiple environments for RFIs and services from phone calls, emails, tasking systems, and ServiceNow
  • Re-route requests as necessary within tasking systems and ServiceNow
  • Support the implementation of client knowledge management practices; including the use of SharePoint
  • Oversee the use of the requirements management process for the team
  • Conduct research on organizational TTPs in order to respond to requests and other requirements as necessary
  • Provide recommendations for areas of improvement within the organization
  • Ensure oversight of metrics on key performance indicators reporting on tickets/requests for all team operations
  • Identify and alert high priority issues/projects to leadership
  • Produce and edit documentation on internal processes, create user guides for deploying and using services

Requirements:

  • Bachelor's degree or 4 additional years of work experience required
  • Minimum of 8 years' cyber/information assurance experience with a general intermediate knowledge of cybersecurity disciplines such as RMF, DevSecOps, CND, cybersecurity engineering, continuous monitoring, customer on-boarding
  • Minimum of 5 years' experience performing IT Service Management (ITSM) and direct experience with ServiceNow
  • Working knowledge of SharePoint
  • Familiarity with DoD and IC a plus
  • Understanding of knowledge management and content management principles
  • Understanding of the importance of process optimization
  • Excellent written and oral communication skills, with the ability to work independently or as a member of a team
  • Must possess current IAT Level II certification required (Security + CE); 8570 IAT Level III certification preferred; ITIL v3 Foundations certificate desired
  • Current active TS/SCI clearance required, with the ability to obtain and maintain a CI polygraph

Keywords: Invictus International Consulting, LLC, Reston , Cyber Security Front Door Team Lead, Other , Reston, Virginia

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