Collaboration Platform Lead

Description:
On-site in Washington, DC

Our client seeks a Collaboration Platform Lead to provide oversight and management support for a 10-15-person Collaboration Team serving enterprise and customer-facing collaboration platforms. The role provides leadership to staff and drives collaboration engineering thought leadership for DOT. The Lead partners with product, security, compliance, and leadership stakeholders to guide alignment and execution, responds to OCIO initiatives to prevent degradations and outages, supports restoration during incidents, influences roadmaps, drives consensus across the enterprise, and acts as an escalation point for support issues. The Lead also resolves assigned tasks and changes, researches and applies new solutions, and advises on courses of action for new application initiatives.

Due to federal security clearance requirements, applicant must be a United States Citizen or Permanent Resident with an active Public Trust clearance. This is a contract to hire opportunity. Applicants must be willing and able to work on a w2 basis and convert to FTE following contract duration. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Rate: $70.00 to $80.00/hr. w2

Responsibilities:

• Serve as escalation point for Collaboration Team support and troubleshooting, providing guidance for complex production, application, or system issues.
• Manage system documentation for domain technologies, including installation, configuration, and troubleshooting steps.
• Improve processes through solutions to recurring problems and enhancements to solutions or documentation.
• Manage ServiceNow ticket queues for incident, catalog request, and change request tickets. Monitor unassigned and aging tickets, establish documentation standards, and conduct QA for compliance. Train team members on standards.
• Participate in change management meetings to review and approve changes using the ServiceNow dashboard.
• Prepare and deliver Collaboration Tower presentations and deliverables to DOT and SAIC managers.
• Collaborate on PMR, BPR, and weekly Collaboration Team calls.
• Lead root cause analysis and problem management for the Collaboration Team.
• Manage support for new enterprise systems and Collaboration solutions addressing existing issues.
• Provide leadership to a 10-15-person team across engineering, operations, and maintenance.

Experience Requirements:

• Experience managing cloud collaboration platforms, including Microsoft 365 and Google Workspace.
• Experience managing SharePoint, OneDrive, Power Apps, Google Drive, Sites, and AppSheet.
• Expert-level experience in cloud collaboration, service delivery, and solutioning.
• Experience managing teams of 15 or more performing complex engineering, operations, and maintenance.
• Project or program leadership experience supporting similarly sized efforts, preferably with government clients.
• Ability to collaborate across infrastructure and vendor teams on multi-faceted solutions spanning technologies and task orders.
• Experience leading multi-team troubleshooting calls using a multi-discipline approach.
• Extensive knowledge of multi-vendor server operating systems.
• Experience in a ServiceNow ITSM environment.
• Experience with root cause analysis, risk identification, and risk mitigation.
• Strong interpersonal and collaboration skills.
• Preferred: Collaboration O&M and engineering experience, Enterprise Architect experience in government environments, ServiceNow dashboards and workflow experience, on-prem to cloud migrations to Azure/AWS/OCI/GCP, PMP, Agile certifications (CSM, SAFe, PMI-ACP, PSM I), ITIL, and major cloud architect certifications.
• Minimum 4 years supporting an enterprise operations center monitoring and managing enterprise systems and networks using advanced tools.