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IT Technical Support Lead

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Description

(This position is primarily remote with some on-site support required)

Reporting to the Belcan Government Solutions Sr. Director of Information Technology. The BGS IT Technical Support Lead role is to plan, organize, and support technical operations to ensure stable BGS IT systems and services. The BGS IT Technical Support Lead will manage a team of two Technical Leads, Manage Service Providers (MSPs), and partner closely with cross-functional technical teams to support the BGS Omaha Digital Foundry, BGS Corporate HQ office, remote BGS staff, and compliance efforts. The primary mission of the BGS IT Technical Support Lead is to act as the hands-on technical lead and key liaison between the IT Infrastructure team and local business stakeholders to support BGS systems and services.

Responsibilities

Strategy & Planning:

Participate in the development of IT strategies in collaboration with the executive team.
Research emerging products, services, protocols, and standards in support of systems software procurement and development efforts.
Establish service-level agreements with business units.
Create and assist with BGS System Security Plans (SSPs), procedures, and policy documents.
Translate needs into solutions while meeting budgetary and timeline requirements.
Responsible for the BGS IT infrastructure budget, making sure that financial goals are met.

Acquisition & Deployment:

Negotiate with vendors, outsourcers, and contractors to secure IT products and services.
Assist with the planning and deployment of BGS security measures.
Collaborate with other departments to identify and/or procure IT resources for supporting BGS systems and services.
Research emerging products, services, protocols, and standards in support of development efforts.

Operational Management:

Analyze and remediate system, server, application, network, and input/output device performance.
Recommend, schedule, and perform software and hardware improvements, upgrades, patches, reconfigurations, and/or purchases.
System owner and hands-on lead technical specialist for all BGS technical systems and services.
Anticipate, mitigate, identify, troubleshoot, and resolve hardware and software problems on servers.
Assist in the design, implementation, and ongoing support of ISO 20000/27001 compliance adherence.
Create and update technical and process documentation.
Manage operational costs; conduct near- and long-term financial forecasts for expanded functionality/user base.
Develop, document, and maintain policies, procedures, and associated training plans for system administration and appropriate use.
Other duties as assigned.

Project Management:

Manage BGS technical projects in close collaboration with PMO

Provide hands-on engineering and technical leadership for overall migration planning and implementation tasks

Oversee and coordinate migration planning activities while monitoring and managing risks
Work across team members to document migration lessons learned for continual improvement of future migration activities

Position Requirements

Formal Education & Certification:

Four-year university degree or college diploma in the field of computer science and/or equivalent work experience.
Certifications desirable

Knowledge & Experience:

5 years of experience managing and delivering technical and operational excellence.
Familiar with security frameworks NIST SP 800-171, CMMC, ISO 20000/27001, and CMMI standards.
Knowledge of service and application delivery, DevSecOps, and cloud computing (AWS, Azure, GCP)
3 to 5 years of technical lead experience or equivalent.
Hands-on experience in UNIX, Windows Server 2019/2022, O365, VMware ESXi, vSAN, AD DS, and troubleshooting hardware, network diagnostic, monitoring, and analysis tools.
Understanding of firewalls, network routing, VPN, and VoIP Communications.
Knowledge of current protocols and standards, including Cisco IOS, IP, TCP/IP, BGP, and/or OSPF.
Solid background in network administration, vendor management, security, storage, and computing.
Skilled in the areas of applications and databases, network services, cybersecurity, end-user services, telephony, and Agile project management.

Personal Attributes:

Skilled at working within a team-oriented, collaborative environment.
Ability to make sound and logical judgments.
Demonstrated leadership and personnel/project management skills.
Good understanding of the organization's goals and objectives.
Strong interpersonal, written, and oral communication skills.
Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergencies.
Ability to present ideas in a user-friendly language.
Highly self-motivated and directed.
Keen attention to detail.
Proven analytical and problem-solving abilities.
Strong customer service orientation.
Experience working in a team-oriented, collaborative environment.

Work Conditions:

On-call availability
Estimated Travel: 25%
Sitting for extended periods.
Dexterity of hands and fingers to operate a computer keyboard, mouse, and power tools, and to handle other computer components.
Occasional inspection of cables in floors and ceilings.
Lifting and transporting moderately heavy objects, such as computers and peripherals.

We invest in the lives of our employees, both in and out of the workplace, by providing competitive pay and benefits packages. This position is offering a salary range of $110,500.00 to $134,000.00 depending on experience, seniority, geographic locations, and other factors permitted by law. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.

We are an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, or membership in any other group protected by federal, state, or local laws.