Shift Lead

Overview

DecisionPoint seeks two Shift Leads to manage day-to-day service operations supporting a Department of Defense (DoD) enterprise environment. The Shift Leads will oversee technical support teams responsible for system monitoring, incident management, and ticket resolution, ensuring mission-critical systems remain secure, available, and compliant with service-level agreements (SLAs).

One position will support the Day Shift (0700-1500) and the other will support the Mid Shift (1500-2300). Each Shift Lead will coordinate Tier 1-3 support activities, manage incident escalations, and ensure continuous operational coverage across IL2-IL5 environments.

These positions are fully remote.

Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid.

Duties & Responsibilities

The Shift Lead will:

• Supervise and coordinate Tier 1-3 service desk and operations staff during assigned shifts, ensuring effective incident management, escalation handling, and SLA compliance.

• Monitor real-time system dashboards, service queues, and event logs to proactively identify and mitigate performance or security issues.

• Serve as the incident commander during shift hours, managing outage response, triage coordination, and stakeholder communications.

• Track and report operational metrics including ticket aging, resolution time, and service availability.

• Perform shift handovers with detailed summaries of open incidents, status updates, and pending actions.

• Collaborate with cybersecurity, DevSecOps, and infrastructure teams to ensure timely incident resolution and preventive maintenance.

• Review incident trends to identify root causes and recommend continuous improvement measures.

• Verify and validate change requests and deployments occurring during shift hours, ensuring coordination and risk mitigation.

• Maintain awareness of system performance baselines, configuration changes, and operational dependencies.

• Support Configuration, Change, and Problem Management activities, ensuring proper documentation and compliance with governance standards.

• Provide technical mentorship to on-shift staff and ensure adherence to knowledge base articles, SOPs, and escalation procedures.

• Ensure all operational documentation, logs, and shift records are maintained accurately and securely.

• Participate in service review meetings and contribute to Continuous Service Improvement (CSI) initiatives.

• Coordinate with the Program Management Office (PMO) to provide shift performance reports and recommend resourcing or process adjustments.

• Ensure all personnel adhere to DoD cybersecurity and operational security (OPSEC) standards during daily operations.

Qualifications

Clearance Requirement:

• Must hold an active Secret clearance.

Education:

• Bachelor's degree in Information Technology, Computer Science, or a related discipline.

Experience:

• Minimum 5 years of experience supporting or leading IT service desk, network operations center (NOC), or system operations functions.

• Experience supervising or coordinating technical staff in 24x7 mission-critical environments.

• Proven ability to manage incident, problem, and change management processes within ITIL-aligned frameworks.

• Technical Knowledge:

• Familiarity with IT Service Management (ITSM) tools such as ServiceNow, Jira Service Management, or BMC Remedy.

• Understanding of incident response, escalation, and root cause analysis procedures.

• Experience with system monitoring and alerting tools (e.g., SolarWinds, Splunk, AWS CloudWatch).

• Knowledge of RMF, STIGs, and DoD cybersecurity requirements.

• Proficiency in using collaboration and communication platforms to coordinate remote teams.

• Understanding of network, infrastructure, and application-level troubleshooting fundamentals.

Certifications (Preferred):

• ITIL v4 Foundation (required or must be obtained within 90 days).

• CompTIA Security+ CE or equivalent DoD 8570 certification.

• HDI Team Lead or equivalent service desk leadership certification (preferred).

Skills:

• Strong leadership and coordination skills in a high-tempo operational environment.

• Excellent communication and reporting abilities for technical and non-technical stakeholders.

• Detail-oriented with strong situational awareness and decision-making skills.

• Ability to remain calm and effective under pressure during incident response.

• Commitment to proactive operations, continuous improvement, and customer service excellence.

Our Equal Employment Opportunity Policy

• EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.