Business Support Technical Lead

Program Description: The Program manages a collaborative multi-enclave (Unclassified, Secret, and Top Secret) portfolio of networks to provide a safe, secure, and collaborative environment in which to store, process, enrich, and analyze data. The program streamlines the examination process by offering a “one-stop shop” approach for examiners to leverage a myriad of tools and applications needed to help illustrate the totality of the criminal activity and actor(s) in question. Position Description: Business Support Technical Lead - We are seeking a highly capable and service-oriented Business Support Technical Lead to manage and elevate the technical support function that underpins critical business systems and services. This role combines hands-on technical troubleshooting, team leadership, and cross-departmental collaboration to ensure optimal performance of applications, user support services, and operational workflows. Clearance Requirement: Active Top Secret with eligibility to Special Compartmented Information (SCI) The ideal candidate has strong problem-solving skills, is customer-focused, and possesses the ability to bridge technical solutions with business needs. Requirements Responsibilities: ·       Business support refers to a broad range of services to help the Government operate efficiently and effectively. Services include administrative, consulting, financial, marketing, program management, and others essential to operations. ·       Responsibilities may include: •        Agile/ART coaching •        Asset management records •        Briefing documents •        Calculating return on investment (ROI) •        Change management •        Diagrams in native format •        Facilitating user engagement events •        Formal meeting minutes of technical exchanges •        Full source code sets with configuration management information •        Guidelines and templates •        Helpdesk support •        Knowledge sharing through communities of practice (COP) •        Licensing, warranty, and renewal information •        Network/Security monitoring (NOC/SOC) •        Operational control procedures (OCP) •        Standard operating procedures (SOP) •        Specifications of software/hardware •        Software documentation •        System and user documentation •        Technical documentation •        Training materials ·       Leadership & Communication: •        Proven ability to mentor and guide support teams in high-volume environments. •        Excellent communication skills with a strong customer service mindset. •        Comfortable interfacing with stakeholders at all levels across business functions.   Required Skills:   ·       Active top-secret clearance. · 13+ years of experience and a Master's degree in relevant field ·       Previous project management experience. ·       Previous experience supporting help desk functions. ·       Previous technical writing experience. ·       Excellent communication, collaboration, and problem-solving skills. ·       Demonstrated ability to lead by example and inspire team growth. ·       Some domestic or internal travel may be required. Preferred Skills ·       ITIL Foundation Certification or similar service management credential. ·       Experience working in regulated industries ·       Exposure to cloud-based SaaS applications and integrations. ·       Familiarity with change management and release cycles for enterprise applications. ·       Project coordination or business analysis experience.   Soft Skills: ·       Organizational Skills: Can plan and prioritize work. Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to detail. ·       Team Work: Able to enthuse and maintain project interest. Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way. ·       Leadership: Acute business acumen and understanding of organizational issues and challenges. Able to work effectively at all levels in an organization. ·       Communications: Ability to communicate clearly and efficiently to team members and clients, verbally and in writing. Able to present ideas in a variety of ways depending upon audience and context. Excellent active listening skills. ·       Quantitative Management: Ability to determine process measures and track to determine process effectiveness and efficiency. ·       Problem Solving: Natural inclination for planning strategy and tactics. Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions. ·       Results oriented: Able to drive things forward regardless of personal interest in the task.