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.

Key Responsibilities

Technical Leadership & Team Oversight

• 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.

Advanced Technical Support

• 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.

IT Asset Lifecycle Management

• 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.

Project Management

• 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.

Government & Customer Support

• 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 stakeholder expectations.
• Support strategic planning initiatives related to enterprise IT operations.
• Participate in meetings and technical discussions supporting mission objectives.

Operations Management

• Ensure reliable delivery of enterprise IT support services.
• Monitor operational performance and identify opportunities for service improvements.
• Coordinate daily operational activities supporting end users.
• Develop operational priorities in collaboration with Government leadership.
• Ensure timely resolution of customer service requests.
• Maintain operational readiness across supported technologies.
• Recommend improvements to IT support processes and procedures.

Vendor & Resource Coordination

• Coordinate with vendors regarding procurement, maintenance, warranties, and technical support.
• Assist in evaluating hardware and software solutions.
• Coordinate equipment replacement schedules.
• Monitor vendor performance and support activities.
• Support acquisition planning for IT equipment and services.

Reporting & Documentation

• Prepare and submit weekly activity reports documenting:
  • Work performed
  • Project progress
  • Technical accomplishments
  • Issues requiring management attention
  • Deliverable status
• Maintain accurate technical documentation and asset records.
• Develop project documentation, implementation plans, and technical reports.
• Ensure all work products are accurate, complete, and compliant with Government requirements.

Mission Support

• Ensure technology services directly support operational readiness and mission accomplishment.
• Provide reliable and efficient IT support services to Federal personnel.
• Apply sound technical judgment and independent decision-making to resolve complex operational challenges.
• Continuously improve service delivery through process improvements and technical innovation.

Required Qualifications

Education & Experience (Option 1)

• Bachelor's degree (BS/BA) or higher in Computer Science, Information Technology, Information Systems, or a closely related technical field.
• Minimum of 5 years of Information Technology experience.
• Minimum of 3 years providing technical support within the Department of Energy (DOE) or another Federal Government agency.

OR

Experience Substitution (Option 2)

• Minimum of 10 years of Information Technology experience.
• Minimum of 3 years providing technical support within the Department of Energy (DOE) or another Federal Government agency.

Required Knowledge, Skills, and Abilities

• Expert knowledge of enterprise desktop support, hardware, software, and end-user technologies.
• Advanced troubleshooting and analytical problem-solving skills.
• Strong leadership and team coordination abilities.
• Experience managing IT support operations and technical personnel.
• Knowledge of enterprise asset lifecycle management.
• Experience managing IT support projects independently.
• Ability to prioritize workloads and allocate technical resources effectively.
• Strong customer service and stakeholder relationship management skills.
• Excellent written and verbal communication skills.
• Experience preparing technical documentation, reports, and project updates.
• Ability to interpret technical guidance and adapt solutions to meet mission requirements.
• Strong organizational and time management skills.
• Ability to work independently with minimal supervision while managing multiple priorities.

Preferred Qualifications

• Previous experience supporting Department of Energy (DOE) IT environments.
• Experience supporting Federal Government enterprise IT operations.
• Experience with IT asset management systems and inventory control.
• Experience coordinating enterprise hardware refresh initiatives.
• Familiarity with IT Service Management (ITSM) best practices.
• Project management experience supporting Federal IT environments.
• Experience working with Government and prime contractor organizations.