OTOC Technical Support Lead - 24/7 Ops & MDM

Sherpa-6; Ashburn (VA); On-site; USD 95,000 - 135,000; Full time

Benefits offered by this job

Medical benefits

Dental & Vision

Retirement plan

Paid Time Off

Job summary

Sherpa 6 seeks a Technical Support Specialist Lead in Ashburn, VA to oversee CBP OTOC support and Watchtower MDM deployments. You will lead four IT Support Specialists, manage shift coverage, and drive ticket escalation and performance metrics.

The role blends hands-on engineering with leadership, coordinating incidents, changes, and operational reporting while ensuring CBP security policy compliance.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Cybersecurity, or related field (or equivalent experience).
• 5+ years in technical support, help desk, or related role; 1–2 years in senior/lead capacity.
• Experience coordinating 24x7x365 support operations and using ITSM systems.

Responsibilities

• Lead and coordinate daily activities of four IT Support Specialists.
• Coordinate shift coverage, workload distribution, and ticket ownership.
• Provide technical guidance, mentoring, and escalation support to staff.

Skills

Windows Server

Windows Desktop

Linux OS

Android/iOS

MDM

Active Directory

Azure

AWS

Virtualization

PKI/Certificates

Education

Bachelor's degree in IT / CS / Cybersecurity or related field

Tools

Watchtower MDM

TAK

ServiceNow

Job description

Sherpa 6 seeks a Technical Support Specialist Lead in Ashburn, VA to oversee CBP OTOC support and Watchtower MDM deployments. You will lead four IT Support Specialists, manage shift coverage, and drive ticket escalation and performance metrics.

The role blends hands-on engineering with leadership, coordinating incidents, changes, and operational reporting while ensuring CBP security policy compliance.