Lead IT Administrator

The Lead IT Administrator provides advanced technical support, systems administration, and day-to-day leadership for information technology services supporting the Metro Access Operations Control Center (OCC). Reporting to the IT Manager, this position serves as a senior technical resource responsible for supporting reliable and secure technology operations, resolving complex technical issues, coordinating technology initiatives, and providing supervision and technical direction to Desktop Support Technician(s).

The Lead IT Administrator works closely with the IT Manager, WMATA IT and cybersecurity teams, corporate IT, vendors, and operational leadership to support mission-critical transit technology and ensure compliance with organizational, contractual, and security requirements.

Competitive compensation package of minimum $56,000 – maximum 69,000

• Vacation: minimum of two (2) weeks
• Sick days: 5 days
• Holidays: 12 days; 8 standard and 4 floating
• Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.

• Provide advanced Tier 2/Tier 3 technical support for hardware, software, applications, connectivity, and other technology issues.
• Administer Active Directory users, groups, permissions, access controls, and user onboarding, transfers, and offboarding.
• Support Microsoft 365 administration, including Exchange Online, Teams, SharePoint, and One Drive.
• Maintain and troubleshoot VPN, remote-access, Windows desktop, network, and telecommunications technologies.
• Serve as an escalation resource for complex technical issues and coordinate resolution with the IT Manager, WMATA IT, corporate IT, and vendors.
• Provide advanced administration and support for Trapeze, PASS, customer management systems (CMS), Service Now, and other transit and operational applications.
• Support OCC workstations, dispatch systems, communication platforms, mobile devices, and other mission-critical technology.
• Assist with system upgrades, integrations, testing, deployments, and implementation of new technology.
• Monitor technology performance and coordinate rapid response to incidents to minimize operational disruption and system downtime.
• Participate in after-hours, weekend, remote, and emergency technical support as operational needs require.

• Oversee deployment, configuration, maintenance, and lifecycle replacement of desktops, laptops, mobile devices, and peripheral equipment.
• Maintain accurate hardware, software, licensing, asset inventory, and chain-of-custody records for Transdev- and WMATA-issued equipment.
• Support cybersecurity requirements, audits, user awareness initiatives, and compliance with organizational, contractual, and WMATA technology standards.
• Maintain technical documentation, procedures, system records, user guides, and other IT support resources.
• Assist with disaster recovery, business continuity, remote-work capabilities, and technology-related operational planning.

• Provide day-to-day supervision, technical direction, coaching, and training to Desktop Support Technician(s) and assigned IT support staff.
• Assign and prioritize technical support activities and monitor incidents, service requests, and escalations to promote timely resolution.
• Assist the IT Manager with staff development, workload planning, technology projects, reporting, and identification of operational improvements.
• Collaborate with WMATA IT, cybersecurity teams, corporate IT, vendors, contractors, and department leadership to address technology needs and resolve technical issues.
• Support technology-related employee training and provide guidance to users regarding systems and applications.
• Serve as a senior technical resource and provide continuity of IT operations in support of the IT Manager.
• Research and recommend technology solutions and process improvements that enhance OCC reliability, security, efficiency, and user support.
• Lead or coordinate assigned technology projects, upgrades, deployments, and special initiatives.
• Perform additional responsibilities as assigned to support OCC technology and operational needs.

Combination of office and field work in transit facilities, maintenance shops, terminals, stations, and operational environments.

May require travel between facilities and operational sites.

May be required to respond to emergencies,…