ROLE: TECHNICAL LEAD
REQUIRED:
Favorable Tier-1 investigation (immediate NBIS T1 suitability eligibility) - U.S. CITIZENSHIP REQUIRED per GOV requirements
4-year degree in STEM, or substantial equivalent recent specialized experience in lieu
Availability for on-site support in Alexandria, VA
Minimum fifteen (15) years of IT experience (or equivalent OTJ / EDU combination to equal total YoE)
Minimum ten (10) years’ experience in a management position supporting at least Tier 2 specialized support desk in a large user environment
Current ITIL certification
Current Microsoft certification (MCSE,
Microsoft Azure, or Microsoft 365,
or similar)
Experience with management of Service Level Agreements (SLAs)
Tier 2 / Tier 3 technical troubleshooting experience supporting enterprise IT environments, including diagnosis and resolution of complex incidents beyond Tier 1.
Hands-on experience with desktop software, endpoint hardware, and Government Furnished Equipment (GFE) support in large user environments.
Strong technical proficiency in account administration, including identity, access, and user support functions.
Demonstrated ability to diagnose and resolve issues impacting remote and telework users, including secure remote access and authentication.
Experience serving as a technical escalation authority and subject matter expert during high-impact or complex incidents.
Proficiency with IT Service Management (ITSM) processes, including incident, problem, and change management.
Ability to perform root cause analysis and implement corrective actions to prevent recurring incidents.
PREFERRED:
Experience supporting large-scale environments (10,000+ users) in federal or regulated enterprise settings.
Hands-on engineering background supporting Windows-based enterprise environments.
Experience troubleshooting networking and connectivity issues affecting endpoint access, VPN, MFA, and remote access services.
Familiarity with Secure Access Service Edge (SASE) or comparable secure remote access architectures.
Experience mentoring or leading Tier 2 technical staff and serving as a technical lead within a support organization.
FUNCTIONAL RESPONSIBILITY:
Responsible for overall project management of complex, multi-task IT contracts.
Provides Tier 2 management to include call management, accounts management, reporting and workforce management.
Plans, organizes and manages groups of employees engaged in various technical duties.
Provides administrative and technical direction to personnel, including reviewing hiring and termination considerations, coordinating contract approvals.
Establishes improved procedures and controls, where necessary, to ensure that all services meet schedule and/or production.
Provides the customer representatives the status and activities of personnel covered under contract.
Responds to administrative or technical requests from the customer representative
Applies continuous evaluation and control measures.
Works without supervision.
Works with team members, management, and clients to ensure assigned tasks are completed to standard.
Identifies risks and forms contingency plans as soon as possible.
Analyzes existing operations and scheduling training sessions and meetings to discuss improvements.
Keeps up to date with industry trends and developments.
Provides deliverables, including presentations to the relevant stakeholders.
ABOUT US:
Constellation West is an award-winning company that delivers Information Technology (IT) engineering services and solutions and non-IT subject matter expertise worldwide. Established in 1997, Constellation West is an industry leader, partnering with key organizations. As a prime contractor or preferred subcontractor, we have a continual list of opportunities to fill nationwide with multiple agencies such as the Department of Veteran Affairs, the Department of Defense, civilian agencies, and the national intelligence community. Many positions supporting the U.S. federal government require our employees to be granted security clearances.
CWest strives to provide fully integrated solutions that cover all aspects of system and network engineering, administration, and management. We believe in attracting the right people ready to take on exciting challenges and be part of a dynamic team. Are you one of them? Do you have the expertise and knowledge to solve complex problems? If yes, join us and be a part of an exhilarating work environment that rewards your hard work and dedication. Don't miss out on this fantastic opportunity to make a difference!
Benefits include but are not limited to:
• Competitive 401(k) plan with employer matching
• Competitive Health Benefits with employer contributions
• 11 Paid Holidays per year
• 15 Days starting PTO for new hires
• Tuition/CE reimbursement
• Relocation Assistance
• Pre-Tax Commuter Benefit Accounts
• STD/LTD/Life Insurance with buyup options
• Veteran Hiring Preference
• Conversion to an Employee-owned firm (ESOP) in 2026—a lucrative benefit to employee-owners!
We are an Equal Opportunity Employer
Constellation West is proud to be an EEO/AA employer M/F/D/V
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. Constellation West will not discharge or, in any other manner, discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
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