Technical Support Specialist; Lead

Job Title: Technical Support Specialist
Location: Ashburn, VA
Job Type: Full-Time
Travel Requirement: None
Security Clearance: Must possess existing DHS EOD or DHS Suitability

Position Summary

The Technical Support Specialist Lead supports the U.S. Customs and Border Protection (CBP) Operational Technology Operations Center (OTOC) and the build-out, integration, and operation of the Office of Information and Technology (OIT) ISS OTOC. This position serves as the working lead for a team of four IT Support Specialists responsible for a 24x7x365 help desk supporting network operations, cybersecurity operations, helpdesk/call-center support, and the deployment and sustainment of the Watchtower Mobile Device Management (MDM) platform for operational technology (OT) assets.

The Lead is responsible for day-to-day help desk operations coordination, including shift and coverage coordination, workload prioritization, ticket quality, escalation management, operational reporting, knowledge management, and continuity between shifts. The position provides technical leadership and mentoring to support personnel while remaining hands-on in the deployment, operation, provisioning, monitoring, troubleshooting, and sustainment of OT and tactical devices across connected, offline, and edge environments.

The position also serves as a primary coordination point among help desk personnel, technical teams, program leadership, and government stakeholders for incident, problem, and change management activities, including escalation, root cause analysis, technical support, documentation, planned changes, and continuous service improvement.

• Lead and coordinate the daily activities of four IT Support Specialists supporting a 24x7x365 Operational Technology Operations Center (OTOC) help desk.
• Coordinate shift coverage, workload distribution, ticket ownership, priorities, and operational continuity to maintain continuous support.
• Establish and maintain effective shift-turnover practices so open incidents, escalations, outages, planned changes, and priority activities are communicated between shifts.
• Monitor help desk queues and operational workload; identify aging, stalled, high-priority, or mission-impacting tickets and coordinate appropriate action.
• Provide technical guidance, mentoring, and escalation support to IT Support Specialists and assist with onboarding and knowledge development.
• Coordinate team activities and day-to-day priorities with program leadership and government stakeholders.
• Identify staffing, coverage, workload, process, or service-delivery risks and elevate issues requiring management attention.
• Promote consistent customer service, documentation, troubleshooting, and ticket-handling standards across all shifts.

• Coordinate 24x7x365 incident management, escalation, root cause analysis, and technical support activities.
• Ensure incidents and service requests are appropriately categorized, prioritized, assigned, documented, escalated, and tracked through resolution using government-furnished systems (e.g., Service Now).
• Lead or coordinate response activities for high-priority and mission-impacting incidents and maintain situational awareness of active operational issues.
• Coordinate technical resources and stakeholder communications during complex incidents, outages, and escalations.
• Develop and maintain incident, problem, and change management processes, including SOPs, escalation procedures, knowledge management, and lessons learned.
• Coordinate and document root cause analysis and maintain a repository accessible to authorized government personnel.
• Support release and change management, including planning, validation, communication, reporting, and support for on-premise and cloud migrations.
• Track corrective actions and recurring issues to support problem management and continuous improvement.

• Develop and maintain help desk SOPs, shift-turnover procedures, escalation matrices, troubleshooting guides, knowledge articles, and operational documentation.
• Track and report operational metrics such as ticket volume, response and resolution performance, aging tickets, recurring issues, escalations, and service trends.
• Conduct periodic reviews of ticket quality, documentation, prioritization, and closure practices to promote consistency and accountability.
• Prepare operational status updates and support…