Senior IT Support Lead

Business Technology Integrators (BTI) is a Service-Disabled Veteran-Owned Small Business (SDVOSB) with more than 25 years of experience delivering innovative and reliable IT and engineering solutions to the Federal Government. BTI supports mission-critical programs across defense and civilian agencies, with core expertise in cybersecurity, program management, enterprise IT, and technical oversight services.

Position Overview

The Information Management Division (IMD) Federal IT Support Lead provides technical leadership and operational oversight supporting the Department of Energy (DOE), Hanford Field Office (HFO), Information Management Division (IMD). This position serves as the senior technical lead responsible for directing daily IT support operations, providing expert-level technical guidance, managing IT projects, and ensuring the reliable delivery of enterprise IT services supporting the Hanford mission.

The IMD Federal IT Support Lead serves as the primary escalation point for complex technical issues, oversees the lifecycle management of end-user technologies and IT assets, coordinates technical resources, and acts as the primary liaison between Government personnel, prime contractors, vendors, and contractor staff. The position requires strong technical expertise, leadership, project management experience, and the ability to independently manage multiple priorities while ensuring operational readiness and mission success.

• Provide technical leadership, direction, and mentoring to IT support personnel.
• Assign daily work, technical projects, and operational priorities based on workload, staff capabilities, and mission requirements.
• Coordinate technical resources to ensure timely completion of assigned tasks.
• Serve as the senior technical advisor for desktop support operations and enterprise IT services.
• Provide guidance on technical standards, best practices, and operational procedures.
• Lead troubleshooting efforts involving complex hardware, software, networking, and enterprise system issues.
• Coordinate work assignments to maximize efficiency and service delivery.

• Serve as the primary escalation point for the most complex technical issues requiring advanced troubleshooting and analysis.
• Diagnose and resolve enterprise hardware, software, operating system, mobile device, peripheral, and telecommunication issues.
• Apply advanced analytical methodologies to identify root causes and implement permanent solutions.
• Support enterprise desktop computing environments and end-user technologies.
• Ensure prompt resolution of high-priority incidents affecting mission operations.
• Develop technical recommendations to improve system reliability and operational efficiency.

• Oversee the complete lifecycle management of government IT assets.
• Manage provisioning, configuration, deployment, maintenance, upgrades, and retirement of:
  • Desktop and laptop computers
  • Mobile devices
  • Teleconferencing systems
  • Peripheral devices
  • End-user hardware
• Maintain accurate IT asset inventory records.
• Coordinate hardware refresh cycles and replacement planning.
• Ensure accountability and compliance with DOE asset management policies.
• Coordinate equipment procurement and warranty support with vendors.

• Independently manage IT support projects from planning through completion.
• Develop project schedules, milestones, resource plans, and implementation strategies.
• Coordinate project activities across technical teams and stakeholders.
• Monitor project progress and adjust priorities as necessary.
• Identify project risks and develop mitigation strategies.
• Ensure projects are completed on schedule and meet customer requirements.
• Provide project status updates to Government leadership.

• Serve as the primary liaison between contractor personnel, Government representatives, and prime contractor management.
• Build and maintain strong customer relationships with DOE leadership and stakeholders.
• Communicate project status, technical issues, operational risks, and recommendations.
• Coordinate customer requirements and manage…