Technical Support Specialist (Lead) (MDM)

Location: Ashburn, Virginia, United States. Full-time, onsite role with no travel requirement. Existing DHS EOD or DHS Suitability is required.

Salary: $85,000–$115,000 per year

Company

hirify.global supports operational technology, cybersecurity, and government technology programs.

What you will do

• Lead and coordinate four IT Support Specialists supporting a 24x7x365 OTOC help desk.
• Coordinate shift coverage, workload prioritization, ticket ownership, escalations, and continuity between shifts.
• Manage incident, problem, and change management activities, including high-priority incidents, root cause analysis, and corrective actions.
• Develop SOPs, escalation procedures, knowledge articles, operational reports, and service-improvement recommendations.
• Deploy and operate the Watchtower MDM platform for Android, Windows, Linux, iOS, radios, sensors, and wearables.
• Coordinate with engineering, cybersecurity, network operations, product teams, program leadership, and government stakeholders.

Requirements

• Must possess existing DHS EOD or DHS Suitability.
• Experience leading or coordinating technical support and help desk operations.
• Experience with 24x7x365 incident response, escalation, ticket management, and operational reporting.
• Knowledge of incident, problem, and change management, including root cause analysis and documentation.
• Experience deploying, provisioning, monitoring, troubleshooting, and sustaining operational technology or tactical devices.
• Ability to support connected, offline, and edge environments and communicate with technical and non-technical stakeholders.

Culture & Benefits

• Continuous operational support for a government Operational Technology Operations Center.
• Hands-on work with mobile device management, secure certificate distribution, remote wiping, compliance monitoring, and over-the-air updates.
• Work includes support for disconnected operations and on-premise and cloud migrations.
• No travel is required.