Agile Support Team Lead - 3357578

You've stumbled upon the rare B Corp government contractor!

At TCG, we aim to prove that businesses can be good to their employees and responsible to their community while being profitable. We're an award-winning IT solutions provider to the Federal government seeking an Agile Support Team Lead to help integrate and coordinate activities related to technical solutions that support the transition of the agency to utilizing agile principles. Our responsibility is to engage the customers to understand their mission and operations, identify resulting IT needs, and oversee applicable IT projects through the entire lifecycle.

This hybrid position will require at least 2 days on-site in Washington, DC each week.

US Citizenship is required for this role. In addition, the selected applicant must submit to a government background investigation and be favorably adjudicated before their first day.

The Agile Team Lead manages a team of analysts and engineers providing professional, capable end-user support for a suite of software tools that support Agile methodology.

RESPONSIBILITIES:

• Manage a team responsible for the following:
  • Troubleshoot, diagnose, and resolve end-user issues with hardware and software
  • Prioritize issues based on impact to users, and provide responses to users accordingly
  • Develop and maintain both technical and procedural documentation, including written SOPs for IT Support staff and end-user documentation for system users
  • Provide professional, capable Tier 2 end-user support for high visibility, web-based applications
  • Support the development team with issue reproduction and analysis for Tier 3 issues
  • As needed, provide system training for end users
• Utilize help desk ticketing software (e.g. Remedy, Zendesk, JIRA) to monitor team quality and productivity
• Identify and delineate the trouble tickets based on issue type and impact and prioritize responses accordingly.
• Understand the foundations of technical support including a a general understanding of IT terms & technology
• Oversee efforts to evolve the standards of Help Desk Support
• Provide daily supervision and direction to staff.
• Assume the initiative and provide support in areas of need to government personnel in support of the PWS.

REQUIRED SKILLS:

• A minimum of 10 years of overall experience with at least 3 years of Help Desk experience in a Federal Government environment
• Experience leading a Help Desk team
• In depth understanding of the principles of customer service and support
• Ability to collaborate with users, team members, and customers to define needs
• Demonstrates an ability to learn and contribute quickly to project requirements
• Demonstrates an ability to prioritize and organize efforts in a fast-paced environment
• Independent problem-solving skills, strong analytical abilities, creativity and a customer service-orientated personality
• Exceptional interactive skills (verbal & written)
• A "can-do" attitude that is proactive and solutions oriented
• Initiative and the ability to work with minimal supervision

PREFERRED SKILLS:

• Scrum training and certification preferred (CSM, etc)
• Experience in relevant tools as needed
  • Confluence
  • JIRA
  • Zendesk
  • Box.com
  • Mural
  • Figma
  • IdeaScale

EDUCATION:

• Bachelor's Degree preferred or 7 years of experience in place of degree

Proof of COVID-19 vaccination is a job requirement. Reasonable accommodations may be available for those not vaccinated due to health reasons or sincerely held religious beliefs.

TCG does not discriminate based on race, sex, color, religion, national origin, age, disability, caste, or veteran status.

Our B Corp mission is reflected in our benefits, including offerings like health care, 401K, parental leave, adoption assistance, financial planning services, student loan repayment assistance, and training budget, among others. There's more, see for yourself.

TCG is recognized for treating employees well, in fact, in 2023 The Washington Post named TCG as a "Top Workplace" for the 9th straight year based on how our employees feel about the company, the benefits TCG offers, and the work/life balance that our staff achieves. And our CEO was ranked best, by TCG employees' votes, among all midsize companies in the Washington Post Top Workplace survey.

Try us ... we'll make you happy.

Internal title/grade: Project Manager, Grade 7