Position OverviewThe Fairfax Operations Technical Lead is responsible for leading day-to-day technical operations, incident response coordination, and workflow execution across the Fairfax program. This role serves as the operational focal point for queue management, escalation handling, service health monitoring, reporting, and cross-team coordination to ensure stable service delivery, timely issue resolution, and adherence to program standards. The position also drives operational discipline and continuous improvement through oversight of incidents, dashboards, work items, knowledge artifacts, and stakeholder communications.
Key Responsibilities- Monitor and triage Microsoft Teams communications based on urgency, acknowledge requests promptly, and delegate actions to the appropriate teams.
- Review and manage operational email queues across shared mailboxes, service notifications, GSAM, and SharePoint.
- Oversee incident management queues, including responding to Operations Lead incidents, escalating or resolving issues, monitoring internal incidents, and redirecting non-critical issues in accordance with policy.
- Ensure accurate task tracking and standards compliance within WADE queues, including proper tagging to support operational reporting and metrics.
- Monitor service health and action tracking through S360 dashboards, ensuring mitigation steps are executed, documented, and closed in a timely manner.
- Manage Azure DevOps work items, maintaining accurate status, ownership, and completion timelines.
- Participate in daily operational meetings and help prioritize work across technical and operational teams based on workload, urgency, and service impact.
- Lead incident response activities, including triage, escalation, stakeholder coordination, bridge support, and status communications during active incidents.
- Serve as the primary escalation point for technical and operational issues, ensuring timely visibility to program leadership.
- Initiate and manage incident records, including bridge coordination and communications throughout the incident lifecycle.
- Conduct post-incident reviews and root cause analyses, identifying corrective actions and process improvement opportunities.
- Prepare and deliver weekly program status reports, mid-week technical updates, and leadership presentation materials.
- Conduct User Access Reviews and support access governance and compliance-related operational processes.
- Maintain and update operational documentation, Fairfax Wiki content, technical knowledge articles, dashboards, templates, and support tooling.
- Assess the operational impact of service, tool, or policy changes and escalate risks or required actions as appropriate.
Required Qualifications- Bachelor's degree in Information Technology, Computer Science, Engineering, Cybersecurity, or a related field, or equivalent relevant experience.
- 5-8 years of experience in technical operations, service delivery, cloud support, incident management, or a related IT operations environment.
- Demonstrated experience leading operational workflows, incident triage, queue management, and cross-functional coordination in a high-volume support environment.
- Hands-on experience with operational and incident management tools such as IcM, Azure DevOps, S360, WADE, SharePoint, and shared service communication platforms.
- Strong experience preparing operational reports, dashboards, leadership updates, and status communications.
- Proven ability to analyze service impacts, manage escalations, and drive issue resolution across distributed technical teams.
- Experience supporting compliance-oriented activities such as user access reviews, documentation control, and operational audit readiness.
- Strong written and verbal communication skills, with the ability to communicate effectively with technical teams, stakeholders, and program leadership.
- Active Top Secret clearance required.
- U.S. citizenship required.
- No travel required.
Preferred Qualifications- Experience serving as a technical lead or operations lead within a federal, defense, or highly regulated environment.
- Familiarity with Microsoft cloud operations, enterprise service health monitoring, and structured incident command practices.
- Experience conducting root cause analysis and implementing corrective and preventive actions.
- Background maintaining knowledge bases, operational runbooks, wiki content, and incident response documentation.
- Experience with access governance, service management reporting, and KPI-driven operational improvement.
- ITIL, Microsoft, or other relevant operations/service management certifications.
- Experience supporting geographically dispersed teams and coordinating across multiple stakeholder groups.
Job Specific Skills- Incident management and escalation leadership
- Queue and workflow coordination
- Operational reporting and dashboard management
- Azure DevOps work item management
- Service health monitoring
- Root cause analysis
- Stakeholder communication
- Knowledge management and documentation
- Access review and compliance support
- Cross-team operational coordination
Compensation RangesCompensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
DisclaimerThe preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
