Support Team Technical Lead

This is a remote position.

Title:  Support Team Tech Lead

Terms:  Full-Time/Permanent 

Location:  Remote

Security Clearance:  All qualified applicants must be eligible to obtain a DoD security clearance. 

Our client is looking for a Support Team Tech Lead to join our Operations team as a technical partner to the Support Team Manager. This role is for an experienced IT professional with strong technical expertise and mentoring abilities. Our ideal person for this role is a natural technical leader, skilled communicator, and deeply proficient with complex IT support scenarios and cybersecurity frameworks. This role is primarily responsible for handling the most challenging technical issues, providing technical guidance to the support team, and ensuring all solutions align with CMMC compliance requirements. The Support Team Tech Lead contributes to the technical growth of the entire support organization and has significant opportunities for advancement into senior technical leadership roles. The Tech Lead will primarily collaborate with support personnel in a mentoring capacity, but will also work directly on complex client issues and drive technical excellence across our client base.

A day in the Support Team Tech Lead role

The Support Team Tech Lead starts the day with a standup call/check-in with the Operations team and Support Team Manager to review complex issues, team development needs, and technical priorities. They will then review and take ownership of the most challenging support tickets that require advanced technical expertise or compliance considerations. The Tech Lead will spend time mentoring team members through complex troubleshooting scenarios, providing guidance on best practices, and conducting knowledge transfer sessions. From there, they will work on strategic initiatives such as developing CMMC-compliant solution frameworks, creating technical training materials, and establishing standardized approaches for recurring complex issues. The Tech Lead will collaborate closely with the Support Team Manager on technical team development while maintaining focus on hands-on technical work. The Tech Lead will also have opportunities to work with Security Operations and vCISO teams to ensure support solutions meet enterprise security requirements.

Key Responsibilities

Handle the most complex and challenging IT service requests, incidents, and escalations that require advanced technical expertise

Provide technical mentoring and guidance to support team members, helping develop their troubleshooting and problem-solving skills

Ensure all support solutions and implementations comply with CMMC requirements and cybersecurity best practices

Develop and maintain technical documentation, standard operating procedures, and knowledge base articles focused on complex scenarios

Lead technical training sessions and knowledge sharing initiatives to elevate the entire team's capabilities

Collaborate with the Support Team Manager on technical skill development plans and team growth strategies

Drive the implementation of long-term, scalable solutions rather than quick fixes

Serve as the primary technical escalation point for challenging Microsoft 365, Active Directory, and security-related issues

Requirements

Requirements

U.S. citizenship

Security+ (or higher) certification at hire or within 365 days of hire

5-10 years of experience in IT systems administration and technical support roles

In-depth understanding of Microsoft ecosystem, including advanced Microsoft 365, Intune, and Azure administration

Extensive experience with Microsoft Intune policy management, device configuration, and endpoint compliance enforcement

Advanced knowledge of Conditional Access policy configuration, implementation, and troubleshooting

Minimum 3+ years of hands-on experience with Government Community Cloud High (GCC High) tenant administration and compliance requirements

Proficiency in PowerShell and Python automation scripting for system administration and process improvement

Advanced knowledge of IT systems, including virtualization, enterprise Windows environments, endpoint management, and complex infrastructure

Strong understanding of cybersecurity principles and CMMC compliance requirements

Proven experience in technical mentoring or team training

Advanced knowledge of networking, including complex DNS, DHCP, VLANs, firewall configurations, and hybrid cloud connectivity

Ability to analyze complex technical problems, develop comprehensive solutions, and mentor others through similar scenarios

Excellent communication skills for both technical and non-technical audiences

Preferred Qualifications

Deep experience with CMMC framework implementation and compliance validation

Advanced experience with Azure Government and Office 365 GCC High environments

Strong background in cybersecurity frameworks (NIST SP 800-171, DFARS, ISO 27001, CIS Controls)

Experience in technical leadership or mentoring roles within managed services organizations

Advanced PowerShell scripting and automation capabilities

Relevant advanced certifications (CISSP, CISM, Azure certifications, or similar)

Knowledge of compliance auditing and assessment processes

Experience developing technical training programs and documentation