Scientific Computing Systems Support Team Lead

A-TEK•Bethesda, MD

10d•$95,000 - $105,000•Onsite

About The Position

Empower, Innovate, Impact! At Team A-TEK, we EMPOWER people to drive INNOVATION that IMPACTS mission! A-TEK operates at the intersection of mission and innovation by applying our deep domain expertise across the federal markets. Embracing our digital-first strategy, A-TEK provides enhanced capabilities in application development, digital transformation, enterprise IT, and scientific services. Our solutions are designed to modernize, automate, secure, protect, and enhance the operations of our federal clients, ensuring they stay ahead in a rapidly evolving digital landscape. Our work is fueled by a passion to serve our clients’ needs and to protect the safety and welfare of Americans. That passion shapes how we nurture our most valuable asset – Our Employees. A-TEK actively cultivates the talent that drives our success and fosters a creative, challenging, and mission-driven work environment for current and future employees. We are seeking a Scientific Computing Systems Support Lead with 6+ years of professional experience in systems support, customer service, and research computing environments. This role is ideal for a highly skilled technical expert who thrives on supporting scientific researchers and their specialized systems, while also leading small teams and managing customer expectations with professionalism and clarity. This position is on-site in Bethesda, MD. The ability to obtain and retain a public trust clearance is required for consideration.

Requirements

6+ years of relevant, professional IT or research computing support experience.
Demonstrated leadership experience managing small teams or projects.
Proven track record of managing customer expectations and delivering outstanding service.
Advanced knowledge of Mac, Windows, and Linux operating systems.
Hands-on experience with ServiceNow for queue and ticket management.
Experience supporting scientific computing environments , including specialized systems and equipment.
Strong problem-solving, communication, and organizational skills.
BS/MS/PhD in Engineering, Applied Science, or a related field (or equivalent experience).

Responsibilities

Team Leadership: Provide mentorship and leadership to a small technical support team, ensuring high performance, collaboration, and professional development.
Customer Service: Serve as the primary point of contact for scientific end users, managing expectations and ensuring exceptional customer service delivery.
Systems Expertise: Act as a subject matter expert in Mac, Windows, and Linux operating systems to support diverse computing needs in research environments.
ServiceNow Management: Utilize ServiceNow for queue management, ticket triage, and fulfillment, ensuring efficient resolution of requests and incidents.
Scientific Computing Support: Provide advanced support for specialized research systems, computing clusters, and scientific equipment, ensuring reliable and optimized performance.
Stakeholder Collaboration: Partner with researchers, IT staff, and leadership to identify technology needs, recommend solutions, and maintain system integrity.
Continuous Improvement: Evaluate existing support processes and technologies to drive efficiencies and enhance the end-user experience.