Technical Support Specialist (Lead)

Location: Ashburn, VA | Job Type: Full-Time | Travel Requirement: None | Security Clearance: Must possess existing DHS EOD or DHS Suitability

Position Summary

The Technical Support Specialist Lead supports the U.S. Customs and Border Protection (CBP) Operational Technology Operations Center (OTOC) and the build‑out, integration, and operation of the Office of Information and Technology (OIT) ISS OTOC. This position serves as the working lead for a team of four IT Support Specialists responsible for a 24x7x365 help desk supporting network operations, cybersecurity operations, helpdesk/call‑center support, and the deployment and sustainment of the Watchtower Mobile Device Management (MDM) platform for operational technology (OT) assets. The Lead is responsible for day‑to‑day help desk operations coordination, including shift and coverage coordination, workload prioritization, ticket quality, escalation management, operational reporting, knowledge management, and continuity between shifts. The position provides technical leadership and mentoring to support personnel while remaining hands‑on in the deployment, operation, provisioning, monitoring, troubleshooting, and sustainment of OT and tactical devices across connected, offline, and edge environments. It also serves as a primary coordination point among help desk personnel, technical teams, program leadership, and government stakeholders for incident, problem, and change management activities.

Responsibilities

• Help Desk Leadership and Operations Coordination: Lead and coordinate the daily activities of four IT Support Specialists supporting a 24x7x365 Operational Technology Operations Center (OTOC) help desk. Coordinate shift coverage, workload distribution, ticket ownership, priorities, and operational continuity to maintain continuous support. Establish and maintain effective shift‑turnover practices so open incidents, escalations, outages, planned changes, and priority activities are communicated between shifts. Monitor help desk queues and operational workload; identify aging, stalled, high‑priority, or mission‑impacting tickets and coordinate appropriate action. Provide technical guidance, mentoring, and escalation support to IT Support Specialists and assist with onboarding and knowledge development. Coordinate team activities and day‑to‑day priorities with program leadership and government stakeholders. Identify staffing, coverage, workload, process, or service‑delivery risks and elevate issues requiring management attention. Promote consistent customer service, documentation, troubleshooting, and ticket‑handling standards across all shifts.
• Incident, Problem, and Change Management: Coordinate 24