USAF - Service Desk / NOC Lead

Location: On-site in Linthicum Heights, Maryland, United States; scheduled on-site coverage, on-call support, and approved travel are required.

Company

hirify.global provides software and technical support services for a United States Air Force program supporting DC3.

What you will do

• Lead daily service desk and NOC operations, assign work, coordinate coverage and handoffs, and guide technicians across systems, applications, infrastructure, and telecommunications.
• Oversee Tier 0, Tier 1, and Tier 2 support, retaining ownership of escalated tickets through closure and coordinating higher-tier teams.
• Monitor ticket quality, prioritization, routing, resolution progress, system availability, operational logs, outages, and security alerts.
• Coordinate user onboarding, training, knowledge management, troubleshooting guides, standard operating procedures, and service performance reporting.
• Manage approved releases, deployments, network changes, server provisioning, user access, maintenance, and infrastructure restoration.
• Support cybersecurity activities, incident response, security evidence collection, NOC/SOC stand-up, sensor integration, scanning deployment, IOC, and FOC sustainment.

Requirements

• Active TS/SCI clearance and compliance with applicable security and access requirements.
• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Experience leading service desk or network operations personnel and coordinating incident escalation across multiple sites and time zones.
• Experience with enterprise ticketing, incident and service request management, knowledge management, troubleshooting procedures, and service performance reporting.
• Working knowledge of enterprise networks, applications, physical and virtual servers, cloud services, video, and telecommunications.
• Ability to coordinate secure changes and releases, maintain operational records, and work with cybersecurity teams on incident response and compliance evidence.

Culture & Benefits

• Full-time role supporting a United States Air Force program.
• Scheduled on-site coverage, on-call support, and approved travel are part of the role.
• Priority 1 incidents must be reported to designated DC3 contacts in writing within 30 minutes during regular business hours.
• Service desk incidents and requests must be captured and tracked daily by 5 p.m. Eastern Time.
• Service performance, security, and availability reporting is required by the last business day of each month.