Business Support Technical Lead

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.

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.