The Enterprise Services and Tools Operations and Maintenance (ESTOM) Technical Team Lead will provide IT operations support to our government customer in Chandler Arizona. The ESTOM Technical Team Lead is responsible for leading the team in their core support operations with 24x7x365 on-call support under the Service Delivery lifecycle. Responsible for providing high quality, repeatable and sustainable IT support and processes to the customer teams and Technical Task Leads in managing, planning, monitoring, mentoring and reporting on the services and projects execution for the customer’s OCIO Operations team.
This position is charged with managing and monitoring the enforcement of all applicable directives at a quality level acceptable to the government customer. The Technical Team Lead will devise, review, approve and/or continue to execute methods for O&M, monitoring, patching, security compliance and evaluating/reporting the performance of the team and associated systems to include project status. As part of a continuous process improvement role, the Technical Team Lead will play a critical role in reporting deviations, tracking and error trends, and monitoring the results of training and other corrective measures. This key contract position will take a vested interest in the professional development of the analysts on each team.
Responsibilities:

• Manage the teams responsible for or be directly involved in all aspects of the ESTOM infrastructure to include monitoring, database administration application package creation and deployment, security compliance, Windows and MAC application and server patch management, CrowdStrike, Web Proxy, and all standard ESTOM tasks.
• Administrative experience with operations and maintenance of enterprise security and enterprise monitoring tools.
• Manage IT system infrastructure and any processes related to these systems.
• Experience providing technical recommendations to resolve complex technical problems.
• Experience directing and controlling activities for a large enterprise, having overall responsibility for financial management, methods, and staffing to ensure that technical requirements are met.
• Experience providing status reports and feedback to customer and/or senior management, such as detailed reporting on current application and patch deployments.
• Experience with web proxies.
• Experience with multiple enterprise monitoring tools for applications, servers and enterprise architecture.
• Demonstrated ability to lead projects from concept to completion, taking a lead role in implementation across multiple simultaneous projects.
• Experience in providing identification/fixing for the problems within existing systems design/implementation of new systems, enhances the existing systems and participates in analysis, design and new construction of next generation IT systems.
• Experience in dealing with commercially available IT products and creating requirements that will allow implementation by the architecture and engineering team and COTS products.
• Proven ability to provide After Action Reports and or lessons learned, following major outages.
• Experience with change management procedures and enforcement across the enterprise.
• Experience analyzing functional business requirements and design specifications for functional activities.
• Keep up-to-date with all processes and procedures relating to the customer’s Identity Management/PKI.
• Experience with patch management and software deployment for, and reporting on, all enterprise user, system and network devices.
• Provide technical management oversight for implementation, troubleshooting and maintenance of IT systems.
• Provide integration support for other systems into the ESTOM environment.
• Provide escalation and communication support to agency management and internal customers.
• Provide incident and problem identification, diagnosis, dispatch, and resolution support.
• Provide Tier 2 and Tier 3 technical support, to include bridge calls and leading troubleshooting efforts.
• Meet or exceed all Service Level Agreements / Objectives.
• Effectively communicate with customers, stakeholders, and technical specialists.
• Communicate daily with customer’s manager/managers providing timely updates on the team’s on-going projects, issues and incidents.

Required Skills/Experience:

• Bachelor's or Master's degree in computer science, MIS or a similar computer oriented major from an accredited college or university and five (5) or more years of IT work experience of progressively responsible and directly related work experience or ten (10) or more years of IT work experience of progressively responsible and directly related work experience.
• 5 years’ experience in a senior Tools Administration and / or Information Security Administrator roles.
• Microsoft certified in Administering Windows Server Hybrid Core Infrastructure AZ-800.
• Ability to obtain Microsoft Azure Administrator (AZ-104) within 60 days of hire.
• Advanced knowledge of Enterprise Monitoring tools to include SCOM, Axonius, Tableau, Nagios, TrueSight.
• Strong knowledge setting up monitoring thresholds for servers, network related devices, cloud instances and database resources.
• Experience with Microsoft’s System Center Configuration Manager (SCCM) and Windows Server Update Services (WSUS).
• Experience with Azure and AWS administration.
• Proficiency in Windows PowerShell scripting.
• Strong organizational skills, to include document management, time management and team building.
• Ability to supervise a team of IT administrators.
• Experience working with a government agency or on a government contract.
• Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification program.
• Top Secret security clearance or ability to obtain clearance.
• If the position requires you to enter certain facilities, you may be required to attest to or provide proof of COVID-19 vaccination or be able to provide a negative COVID-19 test result based upon time frames established by the applicable facility. Additionally, must be comfortable wearing a mask and adhering to social distancing requirements, regardless of vaccination status, unless the position is 100% telework.

Preferred Skills/Experience:

• ITIL v4 certified.
• Demonstrated ability to lead troubleshooting for issues both known and unknown across all manner of applications/products to include vendor support if required.
• Experience in evaluating performance and recommending changes to reduce the types of incidents and problems impacting the daily operations of the IT Infrastructure.
• Understanding of an ITSM, service desk operations, and use of the ServiceNow IT Service Management application.

Physical and/or Mental Qualifications:
Effectively communicate with customers, stakeholders, and technical specialists.
EOE, including Disability/Vets.
Reasonable accommodation will be made for qualified individuals with a disability, where such accommodation will not impose an undue hardship during the application process and on the job.