24/7 Tech Support Lead — OTOC & MDM Expert

Sherpa 6, Inc.; Ashburn (VA); On-site; USD 85,000 - 115,000; Full time

Benefits offered by this job

Medical benefits for employees and 가족

Dental, Vision, health and wellness

Flexible PTO

Retirement savings plan

Job summary

Sherpa 6, Inc. is seeking a Technical Support Specialist Lead to support the CBP Operational Technology Operations Center (OTOC) with a team of IT Support Specialists.

The role focuses on 24x7 help desk operations, incident management, and MDM provisioning for OT assets, ensuring continuity across connected, offline, and edge environments. The Lead will mentor staff, coordinate shifts, manage incidents using government systems, and liaise with program leadership and stakeholders for service

Qualifications

• 5+ years of progressively responsible experience in technical support or help desk operations.
• Experience coordinating 24x7x365 technical support and shift-based operations.
• Strong knowledge of IT service management systems (e.g., ServiceNow).
• Experience supporting Windows and/or macOS desktops and mobile devices.

Responsibilities

• Lead and coordinate daily activities of a four-person IT Support team for a 24x7 OTOC help desk.
• Coordinate shift coverage, workload, priorities, and incident escalations to ensure continuous support.
• Develop and maintain incident, problem, and change management processes and SOPs.
• Provide mentorship and escalation support to junior staff and coordinate with government stakeholders.

Job description

Sherpa 6, Inc. is seeking a Technical Support Specialist Lead to support the CBP Operational Technology Operations Center (OTOC) with a team of IT Support Specialists.

The role focuses on 24x7 help desk operations, incident management, and MDM provisioning for OT assets, ensuring continuity across connected, offline, and edge environments. The Lead will mentor staff, coordinate shifts, manage incidents using government systems, and liaise with program leadership and stakeholders for service