Watch Officer- Tier 3 Service Desk Support in Colorado Springs, Colorado at Enhanced Veterans Solutions

EVS is seeking a highly capable Watch Officer to support our Tier 3 Service Desk in delivering a standardized suite of essential Enterprise IT (EIT) services across 187 bases worldwide. This effort is central to providing a consistent, high-quality user experience across all mission environments, empowering the U.S. Air Force to transition its focus from network operations to mission-critical outcomes.

In this role, you will serve as a pivotal leader in operational coordination and incident response, directing a team responsible for real-time monitoring, incident management, and escalation support. Operating within a 24/7 environment, the Watch Officer must demonstrate strong technical leadership, exceptional situational awareness, and the ability to drive rapid, effective resolution of high-priority issues.

• Leverage technical background to guide troubleshooting and incident management of technicians.
• Manage a team responsible for centralized monitoring and alerting capability, providing automated insight into the end-user experience.
• Provide timely updates to leadership on priority issues and enterprise-wide outages.
• Identify trends across multiple incident calls and ensure appropriate ticket roll-up into a master incident.
• Conduct shift turnovers and brief incoming shift on ongoing operational activities.
• Ensure proper Tier 2 to Tier 3 escalation and coordination with relevant parties.
• Act as a key escalation point for critical incidents and ensure timely resolution.
• Monitor network performance using various network management tools.
• Provide on-call support as required.
• Track and report on service provider maintenance activities.
• Generate regular reports on network issues, incidents, performance, and resolutions.
• Provide clear, concise updates to stakeholders during active incidents.
• Collaborate with technical teams to troubleshoot, identify root causes, and implement long-term fixes.
• Maintain documentation of network configurations and standard operating procedures.
• Contribute to the development of SOPs, KPIs, and reporting metrics.

• Ability to support, oversee, and lead a team of System Administrators and other assigned support staff.
• Active DoD Secret Clearance.
• 5+ years of leadership experience.
• Must have at least one IAT Level II certification such as Security+
• Minimum 3 years of routing/switching experience in a WAN support environment.
• Strong knowledge of networking fundamentals.
• Familiarity with cloud networking and virtualization technologies.
• Understanding of ITIL service delivery principles.
• Experience working in a Network Operations Center (NOC) or Security Operations Center (SOC).
• Ability to operate effectively in a mission-critical or emergency response environment.
• Strong problem-solving and troubleshooting skills.
• Proficiency in ServiceNow (ticket creation, updates, closure).
• Excellent written and verbal communication skills.
• Ability to brief senior-level executives and staff clearly and effectively.
  

• Network+
• ITIL Foundations