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.

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 determin