Senior Technical Lead

DMI, LLC is seeking an experienced and highly organized Senior Technical Lead to oversee our IT Application Operations and Maintenance for a federal government contract. The Senior Technical Lead will be responsible for leading a team of highly skilled professionals, ensuring exceptional customer service, troubleshooting technical issues, and maintaining IT systems that support federal operations. This position requires in-depth knowledge of COTS applications, IT infrastructure, federal regulations, and the ability to effectively manage and optimize application operations and maintenance.

Duties and Responsibilities:

• Leadership & Team Management:
• Lead the COTS application support team and provide day-to-day direction on priorities and technical execution.
• Maintain technical excellence within the COTS application Operations and Maintenance (O&M) group and promote operational descipline (e.g., controlling emergencies, managing outages and degradations)
• Serve as the technical escalation point for application support questions, tickents and coordination issues.
• Conduct performance reviews and offer feedback for continuous improvement.
• Foster a collaborative and solution-oriented team culture.
• Ticket Management:
• Oversee the day-to-day activities of the COTS group, including managing ticketing systems, troubleshooting, and escalating complex issues to appropriate technical teams.
• Ensure timely and accurate resolution of incidents and service requests, adhering to established SLAs.
• Maintain high levels of customer satisfaction by providing professional, clear, and courteous communication.
• Technical Support & Troubleshooting:
• Review all Change Requests (CRs) prior to submission to Change Control Board (CCB) to ensure proper impact analysis and planning of each change request.
• Oversee application upgrades, patches and migration for COTS applications group.
• Coordinate with the relevant client leads on backlog prioritization.
• Compliance & Security:
• Ensure adherence to all relevant federal regulations, including cybersecurity policies, privacy standards, and operational security protocols.
• Conduct regular audits and risk assessments to ensure compliance with federal IT requirements and best practices.
• Collaborate with cybersecurity teams to manage vulnerabilities and maintain secure IT infrastructure.
• Reporting & Continuous Improvement:
• Develop and maintain detailed reports on COTS performance, including metrics on incident resolution times, customer satisfaction, and issue trends.
• Analyze performance data to identify areas for improvement and implement process improvements.
• Stay updated on emerging technologies and industry trends, integrating them into IT operations as appropriate.

Education and Years of Experience:

• A Bachelors Degree in a relevant field (such as computer science, information technology, or business administration) is often required.
• 8+ years of relevant experience.
• Certifications such as ITIL and PMP is a plus.

Additional Requirements:

• In-depth knowledge of IT systems, infrastructure, and software development
• Familiarity with government regulations, compliance, and security standards (e.g., , NIST)
• Strong leadership abilities to guide teams, resolve conflicts, and make strategic decisions.
• Effective communication with stakeholders, team members, and senior management.
• Budgeting and financial oversight skills to effectively manage the contract
• Ability to allocate resources efficiently and track expenses.

Citizenship Status Required: Must be a U.S. Citizen

Physical Requirements: No physical requirements needed for this position.

Location: Remote, US