Sr. Windows Server Tower Lead (Solution Engineer)

Job Summary

The successful candidate will provide oversight and management support for 30 Windows engineers responsible for operations and maintenance (O&M) and engineering support for the Common Operating Environment of the Department of Transportation (DOT). The role involves leadership for the Windows Server Tower staff and offering Windows engineering thought leadership to the Government. Responsibilities include managing Windows servers, Active Directory, remote desktop services, OS vulnerability remediation, server and workstation patching, hypervisor management, provisioning servers, designing and deploying HA/DR capabilities, and supporting migration to Cloud. The team also manages various technologies like Keyfactor/CA, MS Entra, KiteWorks, BeyondTrust, Quest Password Manager, Delinea Privilege Manager, and Varonis.

The candidate will provide expertise in responding to OCIO Initiatives, preventing service degradations and outages, and supporting service restoration activities. This role involves maintenance, implementation, and design services for Windows-based systems across the enterprise, resolving assigned tasks and Change Requests, and acting as an escalation point for support issues. The candidate will apply new solutions through research and collaboration with team members and advise on actions for new application initiatives.

Responsibilities

• Full-time onsite at DOT HQ, Washington DC. The ideal candidate will cover a later shift providing support ending between 5 PM and 7 PM daily.
• Serve as an escalation point for application support and troubleshooting, providing guidance and direction in resolving escalated issues and complex production, application, or system problems.
• Create and maintain system documentation for domain technologies, including installation, configuration, and appropriate troubleshooting steps.
• Improve existing processes through solutions to recurring problems and enhancements to existing solutions or documentation.
• Manage ServiceNow ticket queues and ticket resolution for all Windows Server Tower incidents, catalog requests, and change request tickets. Monitor assignment group queues for unassigned and aging tickets. Establish standards of practice for ticket documentation, QA tickets for compliance, and train staff on standards.
• Oversee provisioning, patching, and day-to-day management of the installed server environment, including vulnerability remediation.
• Oversee documentation of Windows systems, processes, procedures, etc.
• Facilitate and lead daily change management meetings with team and government staff to review and approve Change Requests using the ServiceNow Dashboard.
• Provide Windows Server Tower inputs for presentations and deliverables to the DOT and SAIC managers.
• Collaborate with team members to provide inputs to multiple ad hoc and recurring data calls, including the monthly Program Management Review (PMR), bi-weekly progress review (BPR), and Application Hosting weekly calls.
• Perform Root Cause Analysis and Problem Management for the Windows systems and tools.
• Provide support for new enterprise systems and support engineering solutions to address existing issues.

Required Education and Experience

• Demonstrated experience managing multi-discipline server and system operation teams.
• Expert-level experience managing service delivery and solutioning.
• Experience managing teams of 30 personnel performing complex engineering, operations, and maintenance support.
• Project Manager, Project Lead, and/or Program Manager experience leading teams of similar size and scope strongly preferred, ideally supporting government clients.
• Ability to collaborate across other Infrastructure and vendor teams to develop solutions with multi-faceted requirements spanning across technologies, and sometimes multiple task orders.
• Experience leading troubleshooting calls spanning across multiple teams and using a multi-discipline approach.
• Extensive knowledge of multi-vendor server operating systems.
• Demonstrated experience in a fast-paced ITSM support environment.
• Experience with performing root cause analysis, risk identification, and risk mitigation.
• Strong interpersonal skills, including the ability to collaborate effectively.

Preferred Skills and Qualifications

• Demonstrated experience in all aspects of enterprise Windows environment operations and maintenance (O&M) and engineering.
• Enterprise Architect experience, particularly in medium to large-size government environments.
• ServiceNow ITSM platform experience managing tickets, building dashboards, running queries, and building out workflows.
• Experience leading on-premises to cloud migrations to Azure, AWS, OCI, and/or GCP.
• Project Management Professional (PMP) Certification.
• Certified Scrum Master (CSM), Scaled Agile Framework (SAFe), PMI-ACP (Agile Certified Practitioner), PSM I (Professional Scrum Master I), or other agile certifications.
• ITIL certification(s) and ITSM.
• AWS, Azure Cloud, Google solution architect/enterprise architect certification(s).

Washington, DC, is a vibrant city known for its rich history, cultural landmarks, and as the political hub of the United States. It offers a dynamic work environment and numerous opportunities for professional growth.