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AMERICAN SYSTEMS · 2 hours ago

Technical Lead

Alexandria, VA

Full-time

Onsite

Lead/Staff

15+ years exp

AMERICAN SYSTEMS has expanded its operations by integrating Epsilon, Inc., creating a collaborative environment focused on innovation and customer success. The Technical Lead will serve as the primary technical resource, overseeing technical support staff and ensuring effective resolution of issues while managing project teams and maintaining high performance standards.

GovernmentInformation Technology

Comp. & Benefits

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Serve As The Primary Technical Resource And Liaison For The Program’s Executive Support, Enterprise-Wide Support, VPN Support, LAR Support, And Knowledge Management Teams; Providing Effective And Efficient Resolution Of Escalated And Urgent Issues Across All Teams

Oversee The Technical Support Staff Managing Their Day-to-day And Ensuring High-level Of Performance And Quality Of Work

Perform technical duties as required including, troubleshooting, producing automated reports, mentoring employees, and taking the lead on special projects assigned by the government

Act as a technical liaison between executives, developers and other IT departments

Serve as the primary technical escalation point for complex issues, providing advanced troubleshooting support and representing the team in client meetings when technical expertise or incident documentation is required

Address urgent requests for service and assume the duties of any team member as required

Coordinate daily ticket queue management and team assignments to ensure timely resolution and maintain service level agreements

Oversee budget compliance and workforce optimization by monitoring billable hours against project allocations

Oversee all hiring and personnel decisions to maintain appropriate staffing levels and team capability

Conduct performance management and professional development through regular reviews and implementing improvement plans to ensure exceptional client service delivery

Review and approve team timecards to ensure accurate billing and compliance with client contract requirements

Analyze key performance metrics and produce reports to measure the team’s performance quality, ensuring all team members maintain high-level performance standards

Lead project teams and special initiatives by providing technical expertise, delegating effectively, and securing team buy-in to ensure successful delivery

Provide mentorship and training to colleagues and new team members on technical processes and client service standards

Create, modify, and ensure that Standard Operating Procedures (SOPs) are up to date and valid

Participate in process improvement by providing insights and guidance to create more efficiency within the program

Perform other duties as directed by program management

Qualification

ITIL Foundation CertificationMicrosoft 365 CertificationTier 2 support managementTroubleshooting applicationsPerformance measurementService Level AgreementsCustomer service backgroundTrainingCommunication skillsAttention to detailMentorship

Required

As a requirement of this position, all candidates must be either a U.S. Citizen or have official legal status in the United States and must have continually resided in the United States for the last two years. In accordance with 8 U.S.C. 1324b(a)(2)(C), Epsilon will not consider candidates for this position who do not meet the aforementioned conditions

Must be able to pass federal background investigation and obtain a Public Trust. (This is a federal contract position and requires candidates to obtain and maintain the appropriate level of Security Clearance or Public Trust. Adjudication of the required Security Clearance or Public Trust is determined solely by the government. If the government determines that the candidate cannot obtain and/or maintain the appropriate level of Security Clearance or Public Trust, Epsilon will be unable to place the candidate in this position.)

BA/BS in Computer Science, Engineering, Mathematics, Business, Management, or equivalent. Advanced training in a computer-related field. Prior work experience may be considered in comparison

Fifteen (15) years of IT experience with at least ten (10) years' experience in a management position

The following certifications are required: Intermediate level Microsoft Certification; either the 'Microsoft 365 Certification:' or 'Microsoft Certification:' variant

ITIL Foundation Certification and ITIL Service Operations Certification

Experience managing a Tier 2 specialized support desk in a large environment, preferably supporting more than 10,000 users. Tier 2 management includes; call management, accounts management, reporting and workforce management

Experience with management of Service Level Agreements

Experience measuring group and individual performance, including reviewing metrics and reporting

Must have a technical background and experience troubleshooting the following (or similar) applications: Microsoft Windows 11, Microsoft Office Suite 2019, 2020, 2024, Active Directory, Java, Microsoft Edge, Dragon, Jaws, Magic, Safeboot, ServiceNow, AnyConnect/NetSkope, Symantec Anti-Virus and SASE, configure and troubleshoot iPhones and iPads

Ability to quickly gain a strong understanding of the customer's proprietary applications

Attention to detail, ability to meet or exceed deadlines, effective and efficient troubleshooting and excellent customer service background

Strong written and verbal communication skills

Proven ability to research complex technical problems using available resources

Willingness to take on new responsibilities business needs change

Ability to lift up to 15 lbs. and perform desk-side campus customer and support office site visits, as needed