Technical Lead

About the role

Required Favorable Tier-1 investigation (immediate NBIS T1 suitability eligibility)

U.S. CITIZENSHIP REQUIRED per GOV requirements

Responsibilities

• Responsible for overall project management of complex, multi-task IT contracts.
• Provides Tier 2 management to include call management, accounts management, reporting and workforce management.
• Plans, organizes and manages groups of employees engaged in various technical duties.
• Provides administrative and technical direction to personnel, including reviewing hiring and termination considerations, coordinating contract approvals.
• Establishes improved procedures and controls, where necessary, to ensure that all services meet schedule and/or production.
• Provides the customer representatives the status and activities of personnel covered under contract.
• Responds to administrative or technical requests from the customer representative.
• Applies continuous evaluation and control measures.
• Works without supervision. Works with team members, management, and clients to ensure assigned tasks are completed to standard.
• Identifies risks and forms contingency plans as soon as possible.
• Analyzes existing operations and scheduling training sessions and meetings to discuss improvements.
• Keeps up to date with industry trends and developments.
• Provides deliverables, including presentations to the relevant stakeholders.

Requirements

• 4-year degree in STEM, or substantial equivalent recent specialized experience in lieu
• Availability for on-site support in Alexandria, VA
• Minimum fifteen (15) years of IT experience (or equivalent OTJ / EDU combination to equal total YoE)
• Minimum ten (10) years’ experience in a management position supporting at least Tier 2 specialized support desk in a large user environment
• Current ITIL certification
• Current Microsoft certification (MCSE, Microsoft Azure, or Microsoft 365, or similar)
• Experience with management of Service Level Agreements (SLAs)
• Tier 2 / Tier 3 technical troubleshooting experience supporting enterprise IT environments, including diagnosis and resolution of complex incidents beyond Tier 1.
• Hands-on experience with desktop software, endpoint hardware, and Government Furnished Equipment (GFE) support in large user environments.
• Strong technical proficiency in account administration, including identity, access, and user support functions.
• Demonstrated ability to diagnose and resolve issues impacting remote and telework users, including secure remote access and authentication.
• Experience serving as a technical escalation authority and subject matter expert during high-impact or complex incidents.
• Proficiency with IT Service Management (ITSM) processes, including incident, problem, and change management.
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience with management of Service Level Agreements (SLAs)
• Experience