Job Description

ECS is seeking a Tier 2 Technical Support Lead to work in our Fairfax, VA office.

ECS is seeking talented professionals to join our successful and growing team in building the next-generation Continuous Diagnostics and Mitigation (CDM) Cyber data solution. The CDM Program is the Cybersecurity and Infrastructure Security Agency’s (CISA) dynamic approach to strengthening the cybersecurity of Federal networks and systems through better awareness and visibility into their security posture and cyber threats. ECS is responsible for designing, building, deploying, operating, and maintaining a complete ‘Data Services’ solution which includes the collection, normalization, visualization, and sharing of cyber data from more than 100 Federal agencies. The CDM Data Services product is an integrated suite of multiple Commercial Off the Shelf (COTS) products, software configuration packages, and custom code which work together to operate as an integrated solution tailored to meet Department of Homeland Security (DHS) requirements. 

We are seeking professionals who thrive in a dynamic, fast-paced, and highly collaborative environment where problem-solving, critical thinking, and a holistic approach to serving the mission are key. Our program operates within the Scaled Agile Framework (SAFe). An aptitude and enthusiasm for continuous learning, improvement, and cyber security is a must!

ECS is seeking an experienced Tier 2 Technical Support Lead (hence called the Tier 2 Lead) to lead the stand-up and operation of a robust Tier 2 technical support capability for all CDM Data Services customers and stakeholders. The Tier 2 Lead will be responsible for leading a mid-size team of Tier 2 System Administrators in a dynamic 24/7/365 operating environment. The Tier 2 Lead will be responsible for all aspects of daily Tier 2 operations, including building and managing a team of up to 10+ resources. The successful candidate will define, staff, and lead implementation of Tier 2 - 4 support services. Standard service desk engineering support will be available Mon-Fri 0800-1800 Eastern, excluding Federal holidays. Once fully operational, ECS will be responsible for providing engineering support (24x7, 365 days) to remedy operational issues or incidents related to the solution as needed to maintain the currency and accuracy of the CDM Dashboards. The Tier 2 Lead will work with the operations team to implement 24x7 monitoring and alerting to identify critical and non-critical issues, receive escalations from the Tier 1 service desk, and triage issues for priority support.

A key part of the role involves Incident and Problem Management throughout the organization. The ideal candidate will have performed incident investigation, root cause analysis, resolution, Knowledge Base Articles, and escalation within a cloud based DevSecOps operating model. This role will work closely with Site Reliability Engineering (SRE) to implement ongoing improvements to monitoring, alerting, system capacity, automation, and documentation.

The ideal candidate will have experience and proven success leading Tier 2 operations in a dynamic, complex 24/7 cloud-based operations environment. The ideal candidate must be a fast learner, and able to effectively engage resources and work across teams to decompose large, complex problems into workable solutions. An aptitude for learning, strategic planning, and the ability to effectively communicate at all levels of the organization are a must.

Specific Duties Include
• Establish and lead a robust Tier 2 Service Desk IT Service Management (ITSM) Capability, to include Tier 2 - 4 support, 24x7 365 day scheduling, end-user knowledge management / self-service, end-to-end ticket tracking, and reporting.
• Establish Tier 2 Standard Operating Procedures (SOPs) outlining ITSM processes and procedures, including a robust framework for continuous improvement and superior customer experience.
• Work with internal and external stakeholders to proactively manage the timely and effective solution of issues to achieve compliance with Government-directed Service Level Objectives.
• Coordinate with Federal Lead, Service Desk Agents (SDAs), and ticketing tool developers to recommend and coordinate ticket processing continuous improvements; Drive automation and optimize efficiency and quality of data collected, reports created to optimize mission outcomes.

Required Skills
• US citizenship with ability to obtain Public Trust Suitability
• A minimum of five years of experience in operating and managing some combination of Tier 1, Tier 2, or Tier 3 technical service desk, including oversight for all aspects of daily operations ranging from managing staff, developing processes and procedures, ensuring quality of service operations, and managing tickets in alignment with SLA’s.
• Experience defining and implementing Standard Operating Procedures for Service Desk Operations, in alignment with ITIL best practices
• Experience with the use of (ITSM) tools such as Atlassian Jira in a production environment supporting ticket triage and escalation
• Demonstrated ability to apply ITIL certifications to non-cyber service desk functions
• Experience building and leading technical teams of 6+ people, supporting cloud-based enterprise-level, production support operations.
• Proven record of high performance and substantial achievements in past positions, including defining, building and leading high-performing technical teams.
• Demonstrated aptitude for working in a fast-paced, dynamic, matrixed work environment; Ability to elicit and shape work requirements and decompose complex challenges into actionable plans, based on an understanding of higher-level objectives.
• Ability to step into a Tier 1 Service Desk Lead capacity as needed as part of the Technical Operations leadership team.
• Technical experience with network troubleshooting, cloud-based/SaaS technical support, and Linux operating system administration.
• Excellent communication, collaboration and relationship-building skills, including customer and employee engagement.
• Ability to Manage SLAs and Metrics around service desk performance to include validation of SLA requirements.

Desired Skills
• ITIL 3 or 4 certification
• Experience operating within the Scaled Agile Framework (SAFe) and Kanban
• Experience working with DHS, specifically the Cybersecurity and Infrastructure Security Agency (CISA) or its predecessor organization NPPD

ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis any characteristic protected by law. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local jurisdiction law.

ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 3800+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.