The Enterprise Services and Tools Operations and Maintenance (ESTOM) Technical Team Lead will provide IT operations support to our government customers. The ESTOM Technical Team Lead is responsible for leading the team in their core support operations with 24x7x365 on-call support under the Service Delivery lifecycle. The Lead is responsible for providing high quality, repeatable and sustainable IT support for patching, application deployment and Security tools administration.
The Technical Team Lead will develop, review, approve and/or continue to execute methods for O&M, monitoring, patching, security compliance and evaluating/reporting the performance of the team and associated systems to include project status. This key position will take a vested interest in the professional development of the administrators and analysts on the team.
Responsibilities:- Manage the teams responsible for or be directly involved in all aspects of the ESTOM infrastructure to include Tools monitoring, Windows client and server patch management, application package development, database administration creation, deployment, security compliance. The includes administration of Various Security tools such as CrowdStrike, Invicta etc. Web Proxy.
- Administration ability in Microsoft Endpoint Configuration Manager (MECM/MCM).
- Administrative management of operations and maintenance for enterprise security, enterprise patching and enterprise monitoring tools
- Manage IT system infrastructure and any processes related to these systems.
- Provide technical recommendations to resolve complex technical problems.
- Direct activities for a team supporting a large government enterprise, having overall responsibility for, methods, and staffing to ensure that technical requirements are met.
- Manage, meet or exceed all the team's Service Level Agreements / Objectives
- Provide status reports and feedback to the customer and/or senior management, such as detailed reporting on current applications, patch deployments and operational risk.
- Lead projects from concept to completion, taking a lead role in implementation across multiple simultaneous projects
- Identify and resolve issues within existing systems and participate in analysis, design and new construction of next generation IT systems.
- Provide After Action Reports, following major outages using experience with change management procedures and knowledge about Enterprise enforcement of fixes. Provide incident and problem identification, diagnosis, dispatch, and resolution support.
- Provide Tier 2 technical support participation, to include bridge calls. Lead troubleshooting efforts as required.
- Experience analyzing functional business requirements and design specifications for functional activities.
- Awareness of all processes and procedures relating to the customer's Identity Management/PKI.
- Provide technical management oversight for implementation, troubleshooting and maintenance of IT systems.
- Provide integration support for other systems into the ESTOM environment.
- Provide escalation and communication support to agency management and internal customers.
- Effectively communicate with customers, stakeholders, and technical specialists via various communications methods including daily meetings.
Required Skills/Experience:
- Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification program.
- Top Secret security clearance or ability to obtain clearance.
- Bachelor's or Master's degree in Computer Science, MIS or a similar computer-oriented major from an accredited college or university.
- Five (5) or more years of directly related IT work of progressively responsible experience.
- 5 years' experience in a senior Tools Administration and / or Information Security Administrator roles.
- Experience with Microsoft's Endpoint Configuration Manager (MECM/MCM/SCCM) and Windows Server Update Services (WSUS). Exposure to Microsoft Intune.
- High proficiency in Microsoft Windows collaboration and work tools such as Microsoft OneNote, Power BI, and MS Teams.
- Proficiency in ServiceNow.
- Microsoft certified in Administering Windows Server Hybrid Core Infrastructure AZ-800 within 120 days of start date.
- Experience with Azure and AWS administration.
- Knowledge of Enterprise Monitoring tools such as Axonius, Crowdstrike, Entuity, Tenable etc.
- Strong knowledge setting up monitoring thresholds for servers, network related devices, cloud instances and database resources.
- Proficiency in Windows PowerShell scripting.
- Strong organizational skills, including document management, time management and team building.
- Ability to supervise a team of skilled IT administrators.
- Experience working with a government agency or on a government contract..
Preferred Skills/Experience:
- ITIL v4 certified.
- Demonstrated ability to lead troubleshooting for issues both known and unknown across all manner of applications/products to include vendor support if required.
- Experience in evaluating performance and recommending changes to reduce the types of incidents and problems impacting the daily operations of the IT Infrastructure.
- Understanding of an ITSM, service desk operations, and use of the ServiceNow IT Service Management application.
Physical and/or Mental Qualifications:
- Effectively communicate with customers, stakeholders, and technical specialists.
