Infrastructure and Operations (I&O) Team Lead

The OIS Team Lead is a leadership position focused on full stack engineering and customer support for US Tax Court technology and services. Incumbents are members of the Court's IT leadership team whose mission is to deliver and support high quality technology and services that enable Court personnel to execute their judicial and non-judicial mission. This mission is executed by leading the assigned team members to respond to customer issues as well as maintain Configuration Items (CI).Qualifications:

Position and Knowledge Skills

• Leadership and interpersonal skills - knowledge of, and skill in applying leadership for small teams in a fast paced and challenging environment.

• Customer Support - knowledge of, and skill in applying the best practices for customer service for IT services.

• Troubleshooting - knowledge of, and skill in applying basic troubleshooting for reported issues including identifying root cause and proposing potential remediations.

• IT service management (ITSM), Agile, and Dev[Sec]Ops - knowledge of, and skill in applying these best practices to every day operations.

• Communication and collaboration - knowledge of, and skill in communicating and collarboating with colleagues and Court personnel.

• Administration of Court Technology - knowledge of, and skill in configuring, deploying, and maintaining the breadth of the Court's technology using source code or legacy admin portals.

• Project Management - knowledge of, and skill in managing projects from conception through completion.

• Enterprise Architecture - documenting the as-is and to-be architecture of configuration items and their interfaces.

• System Analysis - knowledge of, and skill in applying, business process engineering concepts and methods sufficient to lead/conduct studies designed to identify potential improvements in the way information technology is applied to key business functions.

• Cyber Security - knowledge of, and skill in applying IT security principles, methods, tools, and the IT security environment sufficient to participate in defining IT security requirements and implement and support IT security applications.

GS-13

• Associate's Degree or Bachelor's Degree in Computer Science, Information Systems Management or field related to the majority of position duties and responsibilities of the position. (Hiring manager can approve substitution of experience in lieu of education).

• CompTIA Secure+ certification.

• 9+ years' combined experience in DevOps (or similar practices) and sysadmin support for technology used by end users, or enabling technologies. Minimum one year experience in DevOps such as performing Configuration as Code or Infrastructure as Code using modern software and source code practices with applicable languages and protocols such as SNMP, TFTP, Powershell, C#/.NET, JavaScript, Go, XML and JSON.

• 8+ years of experience working in IT customer service, desktop sysadmin, or mobile device management using Microsoft admin tools (i.e., Intune) or equivalent.

• 5+ years in managing the daily activities for IT projects or IT teams.

• 2+ years experience in successful decision making in triage of service/support requests and their assignment, escalation, and administration through resolution.

• 2+ years experience in change control, configuration management, requirement management (specification level), incident management, problem management, knowledge management, and asset management.

• Ability to routinely lift and carry up to 50 pounds as well as pull, lift, crawl, reach, and transport equipment parts and boxes, run cables, climbing ladders, drilling, etc.

• Be able to complete all tasks on time and error-free with minimal oversight and instruction.

• Be able to communicate with senior management and executives.
  GS-14

• Meet requirements for GS-13.

• 12+ years' combined experience in DevOps like practices and sysadmin support for technology used by end users, or enabling technologies (minimum of two years practicing DevOps or other agile software practices).

• 10+ years of experience working in IT customer service, desktop sysadmin or mobile device management using Microsoft admin tools (i.e., Intune) or equivalent.

• Two (2) Certifications of the preferred certifications identified, or other certification approved by the supervisor/hiring authority.

• 7+ years in managing the daily activities for IT projects or IT teams.

• Demonstrated experience in successfully performing a majority of daily duties with limited supervision and oversight and demonstrate added value through creatively modernizing how mobile devices are managed.

• 4+ years experience in successful decision making in arbitrage of service/support requests and their assignment, escalation, and administration through resolution.

• 4+ years experience in the routine successful deployment of fundamental skills of change control, configuration management, requirement management (specification level), incident management, problem management, knowledge management, and asset management.
  Master's Degree in Computer Science, Information Systems Management, or related field.

• HDI Desktop Advanced Support Technician (HDI-DAST) certification

• Microsoft 365 Certified (e.g., Fundamentals, Modern Desktop Administrator; Teams Support Engineer; Security, Compliance, and Identify Fundamentals)

• Agile technique certification, i.e., Scrum, SAFe, or LeSS

• ITIL Foundation certification

• Project Management Professional certification

GS-13

Associate's Degree or Bachelor's Degree in Computer Science, Information Systems Management or field related to the majority of position duties and responsibilities of the position.
GS-14
Master's Degree in Computer Science, Information Systems Management, or related field.