Technical Lead

AMERICAN SYSTEMS • Alexandria, VA

18h

About The Position

Now Hiring at AMERICAN SYSTEMS Epsilon, Inc. has joined AMERICAN SYSTEMS! As one organization, we offer expanded resources, streamlined operations, and increased opportunities for growth and development. Join us to be part of a dynamic, collaborative environment dedicated to innovation and customer success. As Technical Lead, you will 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. This position will also oversee the technical support staff managing their day-to-day and ensuring high-level of performance and quality of work. In this position you will: 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.

Requirements

• 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.

Responsibilities

• 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.

Benefits

• AMERICAN SYSTEMS provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees