JAAC Team Lead

The JAAC Team Lead provides leadership, oversight, and operational management for the Joint Activities Accountability Center (JAAC) within the customer environment. This role ensures that VIP-level customers, major incidents, and high-visibility escalations are handled effectively, in compliance with performance standards, and with clear communication to agency leadership. The JAAC Team Lead serves as both a technical escalation point and a supervisory lead, balancing customer service, incident accountability, and staff management.

Key Responsibilities

• Lead daily operations of the JAAC team, ensuring round-the-clock coverage for major incidents, VIP issues, and executive-level escalations.
• Serve as the primary escalation point for unresolved or high-priority Tier I/Tier II incidents impacting agency leadership, PGAs, or mission-critical systems.
• Oversee incident tracking and accountability, ensuring timely updates, accurate documentation, and proper escalation to organizational or vendor support teams.
• Participate in major incident bridge calls, providing technical and operational input, documenting status, and tracking resolution progress.
• Ensure proactive communication with senior stakeholders during high-impact incidents, maintaining transparency and accuracy.
• Mentor, train, and guide JAAC staff, ensuring adherence to SOPs, escalation protocols, and customer service standards.
• Coordinate with the Operations Manager and Program Manager on incident reporting, including root cause analysis and after-action reports.
• Collaborate with Tier I and Tier II supervisors to ensure seamless handoff of incidents requiring JAAC oversight.
• Monitor performance metrics specific to JAAC activities, ensuring compliance with contract Acceptable Quality Levels (AQLs).
• Contribute to continuous service improvement by identifying recurring escalation trends, recommending preventive actions, and updating SOPs/knowledge articles.
• Support transition activities, ensuring JAAC processes and accountabilities are well-documented and transferred effectively.

Minimum Qualifications

• Education: Associate’s degree in Information Technology, Computer Science, Business Management, or related field required; Bachelor’s preferred.
• Experience:
• • Minimum 5 years of IT service desk or call center experience, with at least 2 years in a supervisory or team lead role.
  • Experience managing escalations, VIP-level support, or major incident management required.
  • Familiarity with federal IT operations or law enforcement/military IT environments strongly preferred.
• Certifications:
  • ITIL v4 Foundation (required).
  • CompTIA A+, Network+, or Security+ (preferred).
  • HDI Support Center Team Lead or equivalent certification (preferred).
• Skills:
  • Strong leadership and team management skills.
  • Advanced problem-solving and decision-making abilities in high-pressure environments.
  • Excellent verbal and written communication skills, with ability to brief executives.
  • Proficiency with IT Service Management (ITSM) tools (ServiceNow strongly preferred).
  • Skilled at balancing customer satisfaction and operational accountability.

Other Requirements

• Must be a U.S. Citizen.
• Must pass a government background investigation.
• Must be able to work flexible hours, including supporting 24x7x365 coverage.

Company Overview

Agil3 Technology Solutions LLC ("A3T") is a Northern Virginia based, ISO 9001:2018, ISO 20000 & ISO 27001 Certified, 8a, Women-Owned (WOSB) and Service-disabled Veteran-Owned (SDVOSB) small business. A recent recipient of the prestigious Washington Technology TOP 50 (ranking #9, and on the list for last 4 years!), A3T is experiencing industry leading recognition and growth. In addition to the CEO’s recognition as an “All-Star Entrepreneur”, A3T is recognized by Inc Magazine as one of the fastest growing companies in the country, by Vet 50 as Fastest Growing Veteran-Owned Businesses, and is featured in CyberSecurity Ventures / Cybercrime Magazine! “As a go-to Women-Owned Cybersecurity company in US and internationally”. As part of our growth, we are looking for YOU to join our growing team.

A3T offers excellent benefits to enhance the work-life balance, including:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term & Long-Term Disability
• 401k Retirement Savings Plan with Company Match
• Paid Holidays
• Paid Time Off (PTO)
• Tuition and Professional Development Assistance
• Parking/Travel Reimbursement (metropolitan areas)