Tier 3 Operations Lead

OVERVIEW We are seeking a Tier 3 Operations Lead to support a U.S. Government customer in a secure, mission-critical environment. This role provides technical leadership for a small operations team responsible for Tier 1-3 incident management and serves as the final technical escalation point for complex system and user issues. The ideal candidate has deep hands‑on troubleshooting experience, a strong understanding of operational support in classified environments, and the ability to lead personnel while maintaining compliance with government security and operational requirements. GENERAL DUTIES Lead, mentor, and provide technical direction to a Tier 1-3 operations support team Serve as the final escalation authority for complex or high‑severity technical incidents Perform advanced troubleshooting, root cause analysis, and resolution of Tier 3 issues Analyze, write, and optimize SQL queries in support of incident resolution, data validation, and reporting Develop and maintain automation and diagnostic scripts using Bash or PowerShell Provide direct operational support to government users, including issue resolution and escalation coordination Support and troubleshoot Identity and Access Management (IAM) solutions, including proprietary and commercial off-the-shelf (COTS) tools Ensure incidents, problems, and changes are handled in accordance with established ITIL-based processes Coordinate with engineering, cybersecurity, and government stakeholders to resolve systemic issues Identify trends, recurring issues, and operational gaps; recommend and implement process improvements Ensure compliance with DoD security policies, procedures, and audit requirements REQUIRED QUALIFICATIONS Minimum of 5 years of professional experience in technical operations, systems support, service desk, or a related field Demonstrated experience acting as a senior escalation point for Tier 3 support Strong hands‑on experience with SQL query development and troubleshooting Experience developing scripts using Bash or PowerShell Experience providing direct support to end users or customers in a secure or regulated environment Experience supporting Identity and Access Management (IAM) systems (proprietary or COTS) Strong written and verbal communication skills suitable for government customers Ability to operate effectively in high‑pressure, mission‑critical environments DESIRED QUALIFICATIONS Experience supporting DoD or Intelligence Community (IC) customers Familiarity with DoD security frameworks and policies (e.g., RMF, STIGs) ITIL Foundation or equivalent certification Experience with incident response, sustainment, or operational readiness programs Prior experience working in classified or air‑gapped environments CLEARANCE Top Secret clearance minimum #J-18808-Ljbffr