Technical Support Specialist (Lead)

Job Title: Technical Support Specialist
Location: Ashburn VA
Job Type: Full-Time
Travel Requirement: None
Security Clearance: Must possess existing DHS EOD or DHS Suitability

Position Summary

The Technical Support Specialist Lead supports the U.S. Customs and Border Protection (CBP) Operational Technology Operations Center (OTOC) and the build-out integration and operation of the Office of Information and Technology (OIT) ISS OTOC. This position serves as the working lead for a team of four IT Support Specialists responsible for a 24x7x365 help desk supporting network operations cybersecurity operations helpdesk/call-center support and the deployment and sustainment of the Watchtower Mobile Device Management (MDM) platform for operational technology (OT) assets.

The Lead is responsible for day-to-day help desk operations coordination including shift and coverage coordination workload prioritization ticket quality escalation management operational reporting knowledge management and continuity between shifts. The position provides technical leadership and mentoring to support personnel while remaining hands-on in the deployment operation provisioning monitoring troubleshooting and sustainment of OT and tactical devices across connected offline and edge environments.

The position also serves as a primary coordination point among help desk personnel technical teams program leadership and government stakeholders for incident problem and change management activities including escalation root cause analysis technical support documentation planned changes and continuous service improvement.

Duties and Responsibilities

Help Desk Leadership and Operations Coordination

Lead and coordinate the daily activities of four IT Support Specialists supporting a 24x7x365 Operational Technology Operations Center (OTOC) help desk.

Coordinate shift coverage workload distribution ticket ownership priorities and operational continuity to maintain continuous support.

Establish and maintain effective shift-turnover practices so open incidents escalations outages planned changes and priority activities are communicated between shifts.

Monitor help desk queues and operational workload; identify aging stalled high-priority or mission-impacting tickets and coordinate appropriate action.

Provide technical guidance mentoring and escalation support to IT Support Specialists and assist with onboarding and knowledge development.

Coordinate team activities and day-to-day priorities with program leadership and government stakeholders.

Identify staffing coverage workload process or service-delivery risks and elevate issues requiring management attention.

Promote consistent customer service documentation troubleshooting and ticket-handling standards across all shifts.

Incident Problem and Change Management

Coordinate 24x7x365 incident management escalation root cause analysis and technical support activities.

Ensure incidents and service requests are appropriately categorized prioritized assigned documented escalated and tracked through resolution using government-furnished systems (e.g. ServiceNow).

Lead or coordinate response activities for high-priority and mission-impacting incidents and maintain situational awareness of active operational issues.

Coordinate technical resources and stakeholder communications during complex incidents outages and escalations.

Develop and maintain incident problem and change management processes including SOPs escalation procedures knowledge management and lessons learned.

Coordinate and document root cause analysis and maintain a repository accessible to authorized government personnel.

Support release and change management including planning validation communication reporting and support for on-premise and cloud migrations.

Track corrective actions and recurring issues to support problem management and continuous improvement.

Operational Reporting and Continuous Improvement

Develop and maintain help desk SOPs shift-turnover procedures escalation matrices troubleshooting guides knowledge articles and operational documentation.

Track and report operational metrics such as ticket volume response and resolution performance aging tickets recurring issues escalations and service trends.

Conduct periodic reviews of ticket quality documentation prioritization and closure practices to promote consistency and accountability.

Prepare operational status updates and support briefings for program leadership and government stakeholders.

Identify recurring technical or process issues and recommend improvements to workflows documentation training tooling or support procedures.

Capture lessons learned from significant incidents and operational events and incorporate improvements into team procedures and knowledge resources.

Mobile Device Management (MDM) and Provisioning

Deploy and operate the Watchtower MDM platform for OT and tactical devices including Android Windows Linux iOS radios sensors and wearables.

Automate device provisioning configuration management and remote updates with minimal human intervention.

Support secure certificate distribution remote wiping device compliance monitoring and over-the-air (OTA) updates.

Enable offline/edge deployments and support for disconnected operations.

Integrate Watchtowers analytics for device usage compliance and operational metrics.

Manage device lifecycle including onboarding configuration and decommissioning.

Ensure all MDM operations comply with CBPs security and operational policies.

Stakeholder and Cross-Team Coordination

Serve as a primary operational coordination point among help desk personnel engineering cybersecurity network operations product teams program management and government stakeholders.

Communicate operational impacts risks outages escalations and resolution status clearly to technical and non-technical audiences.

Coordinate planned maintenance releases migrations deployments and other changes that may affect help desk operations or supported users.

Ensure support personnel receive the information procedures training and documentation required to support new capabilities and operational changes.

Required Qualifications

Associates or Bachelors degree in Information Technology Computer Science Cybersecurity Network Engineering Communications Business Technology or a related field; equivalent directly relevant experience may be substituted for a degree.

5 years of progressively responsible experience in technical support customer support help desk/service desk operations systems administration customer success technical training or a related customer-facing technical role.

At least 1-2 years of demonstrated experience leading coordinating mentoring or providing senior-level technical direction to an IT support or service desk team.

Demonstrated experience coordinating a 24x7x365 or shift-based technical support operation including workload prioritization shift handoffs escalation management and operational continuity.

Experience using help-desk or IT service management systems (e.g. ServiceNow) to manage incidents service requests escalations and operational reporting.

Demonstrated ability to troubleshoot software device account connectivity and configuration issues in a structured manner.

Experience supporting Windows and/or macOS desktop environments and Android and/or iOS mobile devices.

Strong customer service leadership and communication skills with the ability to coordinate effectively with both technical and non-technical users and stakeholders.

Experience conducting customer or staff training onboarding product demonstrations technical instruction or knowledge transfer.

Ability to explain technical concepts operational status risks and escalation needs clearly in written and verbal communications.

Strong organizational skills attention to detail and the ability to manage multiple priorities incidents customer requests and team activities in a mission-oriented environment.

Ability to create and maintain customer-facing and internal documentation training materials SOPs troubleshooting guides escalation procedures and knowledge articles.

Ability to work independently in a desk-based support environment while coordinating effectively across product engineering cybersecurity network operations program management and support teams.

o Strong working knowledge of:

o Windows Server and Desktop Operating Systems

o Linux Operating Systems

o Android and iOS Mobile Platforms

o Mobile Device Management (MDM) Solutions

o Active Directory and LDAP Administration

o Microsoft Azure Cloud Services

o AWS Cloud Services

o Virtualization Technologies (Hyper-V VirtualBox VMware)

Knowledge and experience supporting Tactical Awareness Kit (TAK) software applications including:

o TAK Server Administration

o ATAK/WinTAK Client Configuration

o TAK Infrastructure Deployment and Support

o Tactical Data Distribution and Network Integration

Experience with:

o Public Key Infrastructure (PKI)

o X.509 Certificates

o Certificate Authorities (CA)

o Client and Server Certificate Lifecycle Management

o Secure Communications Architectures

Preferred Qualifications

Experience supporting a SaaS mobile technology mobile device management (MDM) public safety situational awareness field operations or communications platform.

Experience with customer relationship management (CRM) help-desk ticketing or knowledge-base systems.

Experience supporting commercial sales teams through technical demonstrations trials pilots or pre-sales customer discussions.

Working knowledge of mobile device management networking fundamentals VPN technologies identity and access management certificates or cloud services.

Experience with Watchtower or a similar situational awareness mobility or operational technology platform.

Experience developing or delivering structured technical training programs.

Relevant technical certifications such as CompTIA A Network Security or comparable certifications.

Experience supporting government public safety defense or other mission-oriented customers is beneficial but not required for the role.

Background Screening/Check/Investigation

Successful completion of a background screening investigation and/or drug screening may be required as a condition of employment.

ADA

Sherpa 6 will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.

EEO/AA

Sherpa 6 does not discriminate based on race color national origin sex religion age disability sexual orientation gender identity veteran status height weight or marital status in employment or the provision of services and is an Equal Access Equal Opportunity and Affirmative Action Employer.

Benefits

We offer a competitive benefits package covering medical benefits for employees and their families as well as dental vision health and wellness programs and a generous retirement savings plan. We also provide a flexible Paid Time Off (PTO) policy to support work-life balance.

About Sherpa 6

At Sherpa 6 we love solving problems and delivering innovative solutions for our customers. Our approach is user-focused design-driven and mission-oriented. We are a team of forward-thinking professionals passionate about leveraging cutting-edge technology to support our customers and Warfighters. As a Service-Disabled Veteran-Owned Small Business we understand the mission and are dedicated to providing solutions that protect and empower those who serve.