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Next Phase leadership is looking for new leaders, scientific and technical subject matter experts, and technically savvy people interested in putting forth the effort and commitment needed to grow our company. Next Phase Solutions and Services, Inc. seeks a highly experienced Senior Strategic IT Solutions Architect or Program Technical Lead with a deep understanding of the Department of Homeland Security (DHS) requirements, technology stack, and mission-critical systems.

#336 - Senior Strategic IT Solutions Architect / Program Technical Lead (DHS) - $25K Signing BonusElevate Your Career with Next Phase: Join Us in Shaping the Future of DHS IT SolutionsNext Phase Solutions and Services, Inc. seeks a highly experienced Senior Strategic IT Solutions Architect or Program Technical Lead with a deep understanding of the Department of Homeland Security (DHS) requirements, technology stack, and mission-critical systems. As a leading federal solutions provider, we’re looking for a dynamic individual with a proven track record in crafting winning strategies for federal proposals, particularly for DHS. This position has a competitive salary and a $25,000 signing bonus, contingent upon meeting all specified requirements.Role Overview:As a Senior Strategic IT Solutions Architect/Program Technical Lead, you will be at the forefront of developing cutting-edge IT solutions that address complex challenges within DHS’s IT and engineering landscapes. Your deep technical expertise will be instrumental in collaborating with cross-functional teams to design and implement scalable, secure solutions that enhance DHS operations. You will also play a key role in capturing these solutions in winning proposals and providing thought leadership to senior DHS leadership.Key Responsibilities:<ul><li>Client Engagement: Partner closely with DHS clients to understand their strategic goals and technical requirements.</li><li>Innovative Solution Design: Architect scalable, secure IT solutions tailored to DHS needs and capture these in winning federal proposals.</li><li>Leadership Presence: Develop compelling presentation materials and participate in high-stakes presentations to senior DHS leadership. Serve as a technical leader and mentor for a multidisciplinary team of engineers, developers, and analysts.</li><li>Solution Architecture: Develop and design technical solutions and architectures to address DHS mission requirements, ensuring security, scalability, and compliance with federal regulations.</li><li>Technology Integration: Stay ahead of emerging technologies and integrate innovative approaches into our solutions.</li><li>Business Growth: Collaborate with the Business Development team to drive account growth and support new business initiatives.</li><li>Relationship Building: Leverage your network to access key decision-makers and create opportunities for presenting unique solutions.</li></ul>RequirementsWhat We’re Looking For:<ul><li>Experience: Demonstrated success as a Solutions Architect or Program Technical Lead within DHS, with trusted relationships within the agency being a significant advantage.</li><li>Technical Expertise: Proven ability to develop and present complex technical solutions to senior DHS leadership and contribute to winning proposals.</li><li>Leadership: Experience in IT or engineering, with dedicated DHS experience, and experience in a leadership role such as Technical Lead, Solutions Architect, or Technical Program Manager.</li><li>Education: A Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field is required; a Master’s degree is highly desirable.</li><li>Certifications: Relevant industry certifications are a strong asset and highly valued.</li><li>Availability: Must be able to attend in-person meetings at DHS regularly.</li></ul>Residency Requirements:<ul><li>Eligibility: Must be a U.S. citizen or green card holder, with residency in the U.S. for the past three years. This role is not eligible for visa sponsorship.</li></ul>What We Offer:<ul><li>Significant Impact: Drive the success of DHS by developing IT solutions that make a difference.</li><li>Growth Opportunities: Enjoy professional growth with opportunities for advancement and exposure to exciting projects.</li><li>Hybrid Work Environment: Benefit from the flexibility of working three days in the office (Tuesday, Thursday, Friday) and two days remotely.</li><li>Comprehensive Benefits: Receive a competitive salary, a robust benefits package, and continuous learning opportunities.</li></ul>Ready to make a difference? Apply now and be part of our success story at Next Phase Solutions and Services.Additional Information about this opening:<ul><li>Employees of Next Phase shall, as an enduring obligation throughout their term of employment, adhere to all information security requirements as documented in company policies and procedures.</li><li>Enjoy the flexibility of a hybrid work environment, with three days in the office per week (Tuesday, Thursday, and Friday) and two days working remotely.</li><li>We are committed to your professional growth, providing opportunities for advancement and exposure to exciting projects and initiatives.</li><li>This position is suited for candidates within commuting distance to Columbia, MD and is not eligible for a fully remote schedule.</li><li>We offer a competitive salary, a comprehensive benefits package, and professional growth and development opportunities. If you meet the above requirements and are looking for a challenging and rewarding career opportunity, please submit your application for consideration.</li></ul>Salary Range:<ul><li>$115,000 - $200,000</li></ul>Salary is commensurate with experience and qualifications. This range reflects a broad spectrum of potential candidates, with salary offers based on skills, experience, and expertise in the field.<h3>ABOUT NEXT PHASE SOLUTIONS AND SERVICES, INC. </h3>Innovation. It’s What Defines Us.Next Phase Solutions and Services, Inc. provides insights and solutions for healthcare, engineering, and science research. Next Phase commits to creating an environment where our employees achieve their full potential, increase productivity, and expand their professional and personal horizons. We look for bright, innovative people who achieve results, understand the importance of being productive and supportive team members, and prioritize customer satisfaction. Next Phase leadership is looking for new leaders, scientific and technical subject matter experts, and technically savvy people interested in putting forth the effort and commitment needed to grow our company.Will you join us to share in the success?Why Join US?<ul><li>Impactful Work: Contribute to the success and effectiveness of DHS by developing innovative IT Solutions.</li><li>Professional Growth: Opportunities for continuous learning and professional development.</li><li>Collaborative Environment: Work with a team of dedicated professionals committed to excellence.</li></ul>BenefitsBenefits include, but are not limited to:HEALTH AND WELLNESS BENEFITS<ul><li>Medical Insurance (three healthcare plans to choose from), Dental Insurance, and Vision Insurance</li><li>Flexible Spending Account (FSA) and Health Savings Account (HSA)</li><li>Company-sponsored Wellness Program</li></ul>PERSONAL INSURANCE BENEFITS<ul><li>Company-paid Life Insurance</li><li>Company-paid AD&D Insurance</li><li>Company-paid Short-term and Long-term Disability Insurance</li></ul>PAID LEAVE<ul><li>Competitive Paid-Time-Off Program </li><li>11 Paid Holidays</li><li>Paid Maternity leave for mothers recovering from the birth of a child</li></ul>RETIREMENT<ul><li>401K plan with 5% employer contribution (employee contributions are not required to receive 5% employer contribution)</li></ul>PROFESSIONAL DEVELOPMENT<ul><li>Employees are reimbursed for professional development activities, including classes, books, technical certification/testing fees, professional dues/subscriptions, professional licenses required for a position</li></ul>PET INSURANCE<ul><li>Choose from two options to help keep your pets happy and healthy</li></ul>COMPETITIVE BONUS PROGRAM<ul><li>At Next Phase, we believe in sharing our success with the employees who make it happen!</li></ul><a class="external" href="https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/minwagep-small.pdf" rel="nofollow noreferrer noopener"></a>Next Phase Solutions and Services, Inc. offers all qualified candidates and employees equal employment opportunities. We strictly prohibit any form of discrimination and harassment based on race, color, religion, age, sex, disability status, protected veteran status, or any other characteristic safeguarded by federal, state, or local laws. Our commitment at Next Phase Solutions and Services, Inc. is to hire and promote the most qualified individuals for our positions."EOE, including disability/vets"NEED ASSISTANCE?If you are a person with a disability who requires assistance with the electronic submission process, please email us at HRDirector@npss-inc.com.

Next Phase Solutions and Services, Inc.

#336 - Sr. Strategic IT Solutions Architect/Tech Lead (DHS) - Signing Bonus

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Establishes regular meetings with other Service Desk staff to review aging of assigned service requests, share documentation and resolution of high severity issues, and drive solutions to minimize high severity issues. This role provides technical direction, manages customer relations, and performs related duties as assigned in order to document, assist and resolve tier 1 and 2 issues reported to the Service Desk.

We offer remote work opportunities in the following locations ONLY: AK, AR, AZ, CO, DC, FL, HI, IA, ID, IL, KS, LA, MD, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TN, TX, UT, VA, WA, WI, WYUS Citizenship REQUIRED: Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.Veterans, Reservists, Guardsmen and military family members are encouraged to apply!Job Summary With guidance from the IT Support Manager, oversees the day-to-day operations of Service Desk staff with a focus on Portal Support. This role provides technical direction, manages customer relations, and performs related duties as assigned in order to document, assist and resolve tier 1 and 2 issues reported to the Service Desk. Functions as the primary escalation and supervisory point of contact for members of the Portal Support and Service Desk teams. Coordinates scheduling, monitors quality and performance metrics, adjusts workload to meet volume, and monitors whether service standards are achieved. Tracks high priority issues, including root cause analysis and problem identification. Assesses scope of impact caused by issues and escalates high priority issues as needed. Uses performance metrics and reporting to track aging of service requests referred to other IT staff for resolution. Provides performance metrics for management reports for Service Desk management team, including trend analysis, root cause analysis, and preventive measures. Documents Portal Support and Service Desk-related procedures and standard solutions. Ensures that staff has appropriate resources, training, and development to provide quality service. Mentors Portal Support and Service Desk staff to develop skills and to appropriately cross-train for optimal coverage.Education & Experience Required: • High school diploma or equivalent • 3+ years progressive, related technical experience in a medium to large business environment supporting all of the following: Windows OS, Active Directory, Microsoft Office, PC deployment, TCP/IP troubleshooting • 1+ year experience in a leadership role such as supervisor or team lead • Expertise with desktop environment, application administration, network troubleshooting, and systems operations • Expertise with analysis, performance metrics, and collaboration with end-users and other IT staff, from planning through implementation and ongoing support • Excellent written and verbal communication skills • Experience in dealing with difficult interpersonal situations regarding support issues Preferred: • Bachelor's degree in Business, Computer Science, Engineering or related field • 5+ years technical experience with desktop support operations • 2 + year experience in a supervisory role • Experience managing staff in remote locations • Experience in analyzing metrics, trend gathering, and reporting • Experience with phone-monitoring of phone-based support agents • Experience with documentation and technical writing to develop Service Desk solutions and proceduresKey Responsibilities • Provides technical direction and supervision to Technical Support Analysts working on the Service Desk. Ensures that staff has appropriate resources, training, and development to provide quality service. Mentors Service Desk staff to appropriately cross-train and develop troubleshooting skills. • Provides assistance to staff members as required. Handles escalated calls when needed. Provides relief to Service Desk staff by fielding calls during high volume. Monitors phone queue, tracks inbound calls, and keeps staff members aware of inbound calls, calls waiting, and other metrics. • Performs complex analysis of metrics related to Service Desk operations in such areas as incoming call analysis, ticket generation and tracking/root cause analysis of high severity issues. Meets with individual agents to support their needs as required and keeps staff informed of issues impacting service levels. • Answers service-related calls as necessary. • Fields calls which phone agents are unable to handle. • Owns and tracks all high severity issues, documenting the issue and final solution, and reporting on issues to IT staff, and driving proactive solutions to prevent recurrence. • Provides regular and direct monitoring and feedback to phone-based agents, including coaching on customer service skills and efficiency. • Establishes regular meetings with other Service Desk staff to review aging of assigned service requests, share documentation and resolution of high severity issues, and drive solutions to minimize high severity issues. • Conducts team meetings to review overall performance, service issues, new documentation, solutions, and techniques to improve service and efficiency. • Keeps customer base informed of issues impacting Service Desk through email, Trinet, and phone system. Keeps users informed of progress on unresolved issues. • Monitors high frequency issues reported by customers, types of tickets logged, and types of tickets logged by customers through the web tool. • Ensures proper categorization, prioritization and documentation of service calls, ensuring escalation to the proper resources or teams when necessary. .: • Collaborates with users, vendors, and other TriWest technical staff members on the identification, isolation and correction of high severity issues, and enhancements in the ticket management system. • Keeps staff aware of queue, inbound calls, waiting calls, and abandonment rates for feedback purposes. • Consistently follows standard problem management processes. • Regular and reliable attendance is required.Competencies Coaching / Training / Mentoring: Actively fosters actions required for desired business outcomes through ongoing constructive feedback. Communication / People Skills: Ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listens critically; collaborates. Computer Literacy: Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications. Creativity / Innovation: Ability to develop unique and novel solutions to problems; view change as necessary. Delegation Skills: Provides clear performance expectations for projects and ensure adequate access to resources for completion. Empathy / Customer Service: Customer-focused behavior; helping approach, including listening skills, patience, respect, and empathy for another's position. Leadership: Successfully manages different styles of employees; provides clear direction and effective coaching. Multi-Tasking / Time Management: Prioritizes and manages actions to meet changing deadlines and requirements within a high volume, high stress environment. Organizational Skills: Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; detail-oriented. Problem Solving / Analysis: Ability to solve problems through systematic analysis of processes with sound judgment; has a realistic understanding of relevant issues. Technical Skills: Advanced knowledge of Call Center support operations, documentation, and procedures; advanced understanding of service request and Call Center tools, techniques, and metrics; advanced knowledge of Service Desk technical support best practices and industry standards; advanced knowledge of technology impact on end-user functionality; advanced analysis skills to analyze, define, and quickly identify technical problems; knowledge of current computer and internet technologies; ability to communicate technical information to non-technical users.Working Conditions Working Conditions: • Works non-standard hours as required and maintains availability for after-hours work • Available for technical and customer service-related escalations from agents or in response to customer needs • Works within a standard office environment, with minimal limited travel • Extensive computer work with prolonged periods of sitting • Serves as point of escalation for tier 1 and tier 2 issues in an on-call capacityCompany Overview Taking Care of Our Nation's Heroes. It's Who We Are. It's What We Do. Do you have a passion for serving those who served? Join the TriWest Healthcare Alliance Team! We're On a Mission to Serve®! Our job is to make sure that America's heroes get connected to health care in the community. At TriWest Healthcare Alliance, we've proudly been on that important mission since 1996.BenefitsWe're more than just a health care company. We're passionate about serving others! We believe in rewarding loyal, hard-working people who are willing to learn as they grow. TriWest Healthcare Alliance values teamwork. Join our team, fulfill your responsibilities, and you may also be considered for frequent pay raises, overtime opportunities to earn even more, recognition and reward programs, and much more. Of course, we also offer a comprehensive and progressive compensation and benefits package that includes: <ul><li> Medical, Dental and Vision Coverage </li><li> Paid time off </li><li> 401(k) Retirement Savings Plan (with matching) </li><li> Short-term and long-term disability, basic life, and accidental death and dismemberment insurance </li><li> Tuition reimbursement </li><li> Paid volunteer time </li></ul> TriWest job postings typically include a salary range, which can vary based on the specific role and location, but generally this position ranges from around $92,000 - $100,000 per year.Equal Employment OpportunityTriWest Healthcare Alliance is an equal employment opportunity employer. We are proud to have an inclusive work environment and know that a diverse team is a strength that will drive our success. To that end, TriWest strives to create an inclusive environment that supports diversity at every organizational level, and we highly encourage candidates from all backgrounds to apply. Applicants are considered for positions based on merit and without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or any other consideration made unlawful by applicable federal, state, or local laws.

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#336 - Sr. Strategic IT Solutions Architect/Tech Lead (DHS) - Signing Bonus Next Phase Solutions and Services, Inc.

Supervisor, IT Support TriWest Healthcare Alliance

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