24/7 Technical Support Lead — OT Ops & MDM

Sherpa 6, Inc.; Ashburn (GA); On-site; USD 90,000 - 120,000; Full time

Job summary

Sherpa 6, Inc. in Ashburn, VA seeks a Technical Support Specialist Lead to support CBP OTOC operations, oversee a four-person help desk, and ensure 24x7 availability across OT devices and MDM deployments.

The role combines hands-on technical work with leadership and program coordination. You will coordinate incidents, changes, and knowledge management, report on performance metrics, and serve as liaison among government stakeholders and engineering teams.

Qualifications

• Associate's or Bachelor's degree in a related field; equivalent directly relevant experience may be substituted.
• 5+ years in technical support or help desk operations.
• 1–2 years leading or mentoring IT support teams.
• Experience coordinating a 24x7x365 support and incident management.
• Experience using help-desk or IT service management systems (e.g., ServiceNow) to manage incidents, service requests, escalations, and reporting.

Responsibilities

• Lead the daily activities of four IT Support Specialists for a 24x7x365 Operational Technology Operations Center (OTOC) help desk.
• Coordinate shift coverage, workload distribution, ticket ownership, priorities, and operational continuity across shifts.
• Provide technical guidance, mentoring, and escalation support to IT Support Specialists and assist with onboarding and knowledge development.
• Coordinate incident, problem, and change management activities with government stakeholders and teams.
• Develop and maintain incident, problem, and change management processes, including SOPs and escalation procedures.
• Capture lessons learned and incorporate improvements into team procedures and knowledge resources.

Job description

Sherpa 6, Inc. in Ashburn, VA seeks a Technical Support Specialist Lead to support CBP OTOC operations, oversee a four-person help desk, and ensure 24x7 availability across OT devices and MDM deployments.

The role combines hands-on technical work with leadership and program coordination. You will coordinate incidents, changes, and knowledge management, report on performance metrics, and serve as liaison among government stakeholders and engineering teams.