Exchange Operations Lead

Job Summary

Exchange Operations Lead to support a large enterprise IT contract for the DOD. The role requires experience developing and implementing on‑prem Microsoft Exchange solutions in small, medium, and large enterprise environments, including physical and virtual server technologies. Responsibilities include technical planning for hardware and software upgrades, developing and reviewing implementation guides, and documentation to support Risk Management Framework Authority to Operate and extension requests.

The candidate will perform requirements analysis, functional analysis, and requirements allocation with engineering and operations staff, conduct technical assessments, integration support, system testing, and quality assurance for production implementation of Microsoft Exchange 2019, Microsoft Exchange 2025 SE, M365 Exchange Online, and hybrid solutions.

The individual will provide systems and software support in a large, multi‑enclave enterprise environment, oversee day‑to‑day work tasking for the Exchange Operations team, and ensure projects are planned, tracked, and executed while incidents are responded to in a timely manner. Key responsibilities are listed below.

• Remotely log into servers to perform technical software configuration, rebooting, and other remedial actions.
• Provide Tier 2 operations support for implementation, troubleshooting, maintenance, and monitoring of physical and virtual servers.
• Distinguish isolated user problems from enterprise‑wide application and system problems and advise leadership of root cause, recommended fix actions, and document resolution for future use.
• Collaborate with peers and other service lanes to perform network latency analysis to address slow connections and user experience issues.
• Collect data, conduct analysis, develop, and implement solutions associated with Problem Management guidelines.
• Establish and maintain comprehensive availability and capacity management solutions using lessons learned and best business practices.
• Provide follow‑up reports (technical findings, feedback, resolution steps taken) for root cause analysis, operational assessment, and process improvement initiatives.
• Support customer requirements in a 24/7/365 mission environment and provide on‑call support during outages occurring after hours.
• Update operations and monitoring documentation for 24/7/365 Operations Watch personnel.
• Troubleshoot email routing devices and security services such as McAfee/Trellix, Microsoft Defender, and Edge devices.
• Perform day‑to‑day oversight for Exchange Online system within an Office 365 hybrid/cloud environment.
• Manage roles, services, and permissions in accordance with Government Service Owner and Cyber Security mandates.
• Create, test, and implement Power Shell scripts to automate and standardize routine tasks and monitoring.
• Manage project goals and assignments, oversee major upgrades, minor modifications, and restoration efforts following service degradation and outages.
• Manage work assignments for team, review and assign customer incidents, requirements, and tasks within Service Now ITSM ticketing platform.
• Manage work performance for subordinates, provide periodic feedback, and document performance against employee goals and corporate guidelines.
• Review and approve timecards for assigned subordinates in compliance with corporate, contract, and government standards and policies.

• Experience interacting with service lanes to handle service inquiries and problems.
• Strong experience as a Tier 2 System Administrator.
• Strong experience with Office 365 and Microsoft Exchange 2016 and 2019.
• Strong knowledge of Email Journaling solutions.
• Strong experience with scripting/automation through Exchange Power Shell or other scripting languages.
• Experience resolving highly complex problems using technical knowledge, factual reasoning, and proper interpretation of problem indicators.
• Experience developing and implementing solutions for upgrades to newer Exchange versions.
• Experience directing migrations between on‑prem Exchange and M365 Exchange Online.
• Time management skills with the ability to work within an IT Service…