Shift Lead

Role Description

DecisionPoint seeks two Shift Leads to manage day-to-day service operations supporting a Department of Defense (DoD) enterprise environment. The Shift Leads will oversee technical support teams responsible for system monitoring, incident management, and ticket resolution, ensuring mission-critical systems remain secure, available, and compliant with service-level agreements (SLAs).

• One position will support the Day Shift (0700–1500).
• The other will support the Mid Shift (1500–2300).
• Each Shift Lead will coordinate Tier 1–3 support activities, manage incident escalations, and ensure continuous operational coverage across IL2–IL5 environments.
• These positions are fully remote.

Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid.

Duties & Responsibilities

• Supervise and coordinate Tier 1–3 service desk and operations staff during assigned shifts, ensuring effective incident management, escalation handling, and SLA compliance.
• Monitor real-time system dashboards, service queues, and event logs to proactively identify and mitigate performance or security issues.
• Serve as the incident commander during shift hours, managing outage response, triage coordination, and stakeholder communications.
• Track and report operational metrics including ticket aging, resolution time, and service availability.
• Perform shift handovers with detailed summaries of open incidents, status updates, and pending actions.
• Collaborate with cybersecurity, DevSecOps, and infrastructure teams to ensure timely incident resolution and preventive maintenance.
• Review incident trends to identify root causes and recommend continuous improvement measures.
• Verify and validate change requests and deployments occurring during shift hours, ensuring coordination and risk mitigation.
• Maintain awareness of system performance baselines, configuration changes, and operational dependencies.
• Support Configuration, Change, and Problem Management activities, ensuring proper documentation and compliance with governance standards.
• Provide technical mentorship to on-shift staff and ensure adherence to knowledge base articles, SOPs, and escalation procedures.
• Ensure all operational documentation, logs, and shift records are maintained accurately and securely.
• Participate in service review meetings and contribute to Continuous Service Improvement (CSI) initiatives.
• Coordinate with the Program Management Office (PMO) to provide shift performance reports and recommend resourcing or process adjustments.
• Ensure all personnel adhere to DoD cybersecurity and operational security (OPSEC) standards during daily operations.

Qualifications

• Clearance Requirement: Must hold an active Secret clearance.
• Education: Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
• Experience: Minimum 5 years of experience supporting or leading IT service desk, network operations center (NOC), or system operations functions.
• Experience supervising or coordinating technical staff in 24x7 mission-critical environments.
• Proven ability to manage incident, problem, and change management processes within ITIL-aligned frameworks.
• Technical Knowledge: Familiarity with IT Service Management (ITSM) tools such as ServiceNow, Jira Service Management, or BMC Remedy.
• Understanding of incident response, escalation, and root cause analysis procedures.
• Experience with system monitoring and alerting tools (e.g., SolarWinds, Splunk, AWS CloudWatch).
• Knowledge of RMF, STIGs, and DoD cybersecurity requirements.
• Proficiency in using collaboration and communication platforms to coordinate remote teams.
• Understanding of network, infrastructure, and application-level troubleshooting fundamentals.
• Certifications (Preferred): ITIL v4 Foundation (required or must be obtained within 90 days).
• CompTIA Security+ CE or equivalent DoD 8570 certification.
• HDI Team Lead or equivalent service desk leadership certification (preferred).

Skills

• Strong leadership and coordination skills in a high-tempo operational environment.
• Excellent communication and reporting abilities for technical and non-technical stakeholders.
• Detail-oriented with strong situational awareness and decision-making skills.
• Ability to remain calm and effective under pressure during incident response.
• Commitment to proactive operations, continuous improvement, and customer service excellence.