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 teamServe as the final escalation authority for complex or high-severity technical incidentsPerform advanced troubleshooting, root cause analysis, and resolution of Tier 3 issuesAnalyze, write, and optimize SQL queries in support of incident resolution, data validation, and reportingDevelop and maintain automation and diagnostic scripts using Bash or PowerShellProvide direct operational support to government users, including issue resolution and escalation coordinationSupport and troubleshoot Identity and Access Management (IAM) solutions, including proprietary and commercial off-the-shelf (COTS) toolsEnsure incidents, problems, and changes are handled in accordance with established ITIL-based processesCoordinate with engineering, cybersecurity, and government stakeholders to resolve systemic issuesIdentify trends, recurring issues, and operational gaps; recommend and implement process improvementsEnsure compliance with DoD security policies, procedures, and audit requirementsREQUIRED QUALIFICATIONS:Minimum of 5 years of professional experience in technical operations, systems support, service desk, or a related fieldDemonstrated experience acting as a senior escalation point for Tier 3 supportStrong hands-on experience with SQL query development and troubleshootingExperience developing scripts using Bash or PowerShellExperience providing direct support to end users or customers in a secure or regulated environmentExperience supporting Identity and Access Management (IAM) systems (proprietary or COTS)Strong written and verbal communication skills suitable for government customersAbility to operate effectively in high-pressure, mission-critical environmentsDESIRED QUALIFICATIONS:Experience supporting DoD or Intelligence Community (IC) customersFamiliarity with DoD security frameworks and policies (e.g., RMF, STIGs)ITIL Foundation or equivalent certificationExperience with incident response, sustainment, or operational readiness programsPrior experience working in classified or air-gapped environmentsCLEARANCE:Top Secret clearance minimum