5+ years of technical operations experience in a service desk or related role
Experience as a senior escalation point for Tier 3 support
Proficiency in SQL query development and troubleshooting
Ability to write scripts using Bash or PowerShell
Direct user support experience in secure environments
Familiarity with Identity and Access Management (IAM) systems
Excellent verbal and written communication skills
Ability to perform effectively in high-pressure situations.
Responsibilities
Lead and mentor a Tier 1-3 operations support team
Act as the final escalation point for complex technical issues
Conduct advanced troubleshooting and root cause analysis for Tier 3 issues
Write and optimize SQL queries to aid in incident resolution
Develop and maintain automation scripts in Bash or PowerShell
Provide direct operational support to government users
Support and troubleshoot IAM tools and solutions
Ensure ITIL-based processes are followed for incident management
Collaborate with stakeholders to resolve systemic issues
Identify operational gaps and implement process improvements
Maintain compliance with DoD security policies.
Benefits
Access to continuous training and professional development opportunities
Work in a mission-critical, secure environment
Collaborate with government and cybersecurity stakeholders
Opportunity to lead and influence a technical support team
Engagement in process improvement initiatives.
Full Job Description
4340 Tier 3 Operations Lead 4340 | Top Secret
Job Description:
OVERVIEW:
We are seeking a Tier 3 Operations Lead to support a U.S. Government customer in a secure, mission-critical environment. This role provides technical leadership for a small operations team responsible for Tier 1-3 incident management and serves as the final technical escalation point for complex system and user issues. The ideal candidate has deep hands-on troubleshooting experience, a strong understanding of operational support in classified environments, and the ability to lead personnel while maintaining compliance with government security and operational requirements.
GENERAL DUTIES:
Lead, mentor, and provide technical direction to a Tier 1-3 operations support team
Serve as the final escalation authority for complex or high-severity technical incidents
Perform advanced troubleshooting, root cause analysis, and resolution of Tier 3 issues
Analyze, write, and optimize SQL queries in support of incident resolution, data validation, and reporting
Develop and maintain automation and diagnostic scripts using Bash or PowerShell
Provide direct operational support to government users, including issue resolution and escalation coordination
Support and troubleshoot Identity and Access Management (IAM) solutions, including proprietary and commercial off-the-shelf (COTS) tools
Ensure incidents, problems, and changes are handled in accordance with established ITIL-based processes
Coordinate with engineering, cybersecurity, and government stakeholders to resolve systemic issues
Identify trends, recurring issues, and operational gaps; recommend and implement process improvements
Ensure compliance with DoD security policies, procedures, and audit requirements
REQUIRED QUALIFICATIONS:
Minimum of 5 years of professional experience in technical operations, systems support, service desk, or a related field
Demonstrated experience acting as a senior escalation point for Tier 3 support
Strong hands-on experience with SQL query development and troubleshooting
Experience developing scripts using Bash or PowerShell
Experience providing direct support to end users or customers in a secure or regulated environment
Experience supporting Identity and Access Management (IAM) systems (proprietary or COTS)
Strong written and verbal communication skills suitable for government customers
Ability to operate effectively in high-pressure, mission-critical environments
DESIRED QUALIFICATIONS:
Experience supporting DoD or Intelligence Community (IC) customers
Familiarity with DoD security frameworks and policies (e.g., RMF, STIGs)
ITIL Foundation or equivalent certification
Experience with incident response, sustainment, or operational readiness programs
Prior experience working in classified or air-gapped environments
CLEARANCE:
Top Secret clearance minimum
Job Details
City : Chantilly
State : Virginia
About New Jersey Transit
New Jersey Transit Corporation, branded as NJ Transit, is a state-owned public transportation system that serves the US state of New Jersey, along with portions of New York State and Pennsylvania. It operates bus, light rail, and commuter rail services throughout the state, connecting to major commercial and employment centers both within the state and in the adjacent major cities of New York and Philadelphia. NJ Transit also provides bus service to the Port Authority Bus Terminal in Manhattan. NJ Transit is headquartered in Newark, New Jersey.
