Business Support Technical Lead

Job Description

Job Description

Program Description: The Program manages a collaborative multi-enclave (Unclassified, Secret, and Top Secret) portfolio of networks to provide a safe, secure, and collaborative environment in which to store, process, enrich, and analyze data. The program streamlines the examination process by offering a “one-stop shop” approach for examiners to leverage a myriad of tools and applications needed to help illustrate the totality of the criminal activity and actor(s) in question.

Position Description: Business Support Technical Lead - We are seeking a highly capable and service-oriented Business Support Technical Lead to manage and elevate the technical support function that underpins critical business systems and services. This role combines hands-on technical troubleshooting, team leadership, and cross-departmental collaboration to ensure optimal performance of applications, user support services, and operational workflows.

Clearance Requirement : Active Top Secret with eligibility to Special Compartmented Information (SCI)

The ideal candidate has strong problem-solving skills, is customer-focused, and possesses the ability to bridge technical solutions with business needs.

Requirements

Responsibilities:

· Business support refers to a broad range of services to help the Government operate efficiently and effectively. Services include administrative, consulting, financial, marketing, program management, and others essential to operations.

· Responsibilities may include:

• Agile/ART coaching

• Asset management records

• Briefing documents

• Calculating return on investment (ROI)

• Change management

• Diagrams in native format

• Facilitating user engagement events

• Formal meeting minutes of technical exchanges

• Full source code sets with configuration management information

• Guidelines and templates

• Helpdesk support

• Knowledge sharing through communities of practice (COP)

• Licensing, warranty, and renewal information

• Network/Security monitoring (NOC/SOC)

• Operational control procedures (OCP)

• Standard operating procedures (SOP)

• Specifications of software/hardware

• Software documentation

• System and user documentation

• Technical documentation

• Training materials

· Leadership & Communication:

• Proven ability to mentor and guide support teams in high-volume environments.

• Excellent communication skills with a strong customer service mindset.

• Comfortable interfacing with stakeholders at all levels across business functions.

Required Skills:

· Active top-secret clearance.

· 13+ years of experience and a Master's degree in relevant field

· Previous project management experience.

· Previous experience supporting help desk functions.

· Previous technical writing experience.

· Excellent communication, collaboration, and problem-solving skills.

· Demonstrated ability to lead by example and inspire team growth.

· Some domestic or internal travel may be required.

Preferred Skills

· ITIL Foundation Certification or similar service management credential.

· Experience working in regulated industries

· Exposure to cloud-based SaaS applications and integrations.

· Familiarity with change management and release cycles for enterprise applications.

· Project coordination or business analysis experience.

Soft Skills:

· Organizational Skills: Can plan and prioritize work. Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to detail.

· Team Work: Able to enthuse and maintain project interest. Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way.

· Leadership: Acute business acumen and understanding of organizational issues and challenges. Able to work effectively at all levels in an organization.

· Communications: Ability to communicate clearly and efficiently to team members and clients, verbally and in writing. Able to present ideas in a variety of ways depending upon audience and context. Excellent active listening skills.

· Quantitative Management: Ability to determine process measures and track to determine process effectiveness and efficiency.

· Problem Solving: Natural inclination for planning strategy and tactics. Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions.

· Results oriented : Able to drive things forward regardless of personal interest in the task.