Technical Support Lead: 24/7 OTOC & MDM Operations
Paylocity
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Benefits offered by this job
Job summary
Sherpa 6 is seeking a Technical Support Specialist Lead in Ashburn, VA to support CBP OTOC and the Watchtower MDM deployment. You will lead four IT Support Specialists across a 24x7 operation, coordinate incidents, changes, and ongoing maintenance, and mentor staff while hands-on in deployment and troubleshooting of OT devices.
The role requires a 5+ years in technical support or service desk, a degree in IT or related field, experience with ServiceNow, and strong leadership and communication
Qualifications
- Associate's or Bachelor's degree in IT, CS, cybersecurity, or related field.
- 5+ years in technical support or help desk operations.
- 1–2 years leading or mentoring IT support teams.
- Experience coordinating 24x7x365 operations and using ServiceNow.
Responsibilities
- Lead and coordinate daily activities of IT Support Specialists in a 24x7x365 OTOC.
- Coordinate shift coverage, priorities and continuity across shifts.
- Manage incidents, escalations, and change activities; document SOPs and lessons learned.
- Provide guidance, mentoring, and escalation support to the team.
- Coordinate with program leadership and government stakeholders on priorities.
Skills
Education
Tools
Job description
Sherpa 6 is seeking a Technical Support Specialist Lead in Ashburn, VA to support CBP OTOC and the Watchtower MDM deployment. You will lead four IT Support Specialists across a 24x7 operation, coordinate incidents, changes, and ongoing maintenance, and mentor staff while hands-on in deployment and troubleshooting of OT devices.
The role requires a 5+ years in technical support or service desk, a degree in IT or related field, experience with ServiceNow, and strong leadership and communication
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