ATS Team Lead (Application Technical Support)

Req ID: 37624

Summary

ATS Team Lead (Application Technical Support)

Gettysburg, PA

Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer's core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!

Chenega Agile Real-Time Solutions (CARS) was created with the purpose of providing integrated enterprise IT support to Federal customers both CONUS and OCONUS. CARS employs Subject Matter Experts (SMEs) with decades of experience working in the Federal marketplace.

Chenega Agile Real-Time Solutions (CARS) is seeking an ATS Team Lead to oversee the day-to-day operations of the Application Technical Support Team supporting the FCC's licensing application, primarily the Universal Licensing System (ULS) and related systems (ASR, TCNS E-106). The Lead will manage shift coverage, quality, SOPs, reporting/metrics, and cross-team coordination, while providing escalated Level 2 support and 24/7/365 on-call leadership for critical issues.

Responsibilities

• Lead shift coverage and approve staff leave requests.
• Maintain team calendar with in/out status; update for callouts and notify leadership.
• Coordinate weekly ATS staff meetings and send appointments.
• Perform quality control reviews on inquiries/cases across the team; recommend improvements.
• Review Standard Operating Procedures (SOPs) quarterly and update as needed.
• Create new written SOPs to address process gaps or new workflows.
• Prepare a monthly statistics spreadsheet for all ATS cases (previous month).
• Upload reports to SharePoint and email Contract Leadership when complete.
• Partner with Service Center Team Lead on ServiceNow tickets related to ATS-supported systems.
• Ensure accurate documentation of problems/resolutions; drive trend analysis and knowledge capture.
• Serve as 24/7/365 on-call lead for ULS, ASR, and TCNS E-106.
• Join bridge calls via FCC device and send notifications per leadership protocols.
• Lead incident coordination, communications, and post-incident follow-ups.
• Coach/mentor ATS analysts; support performance feedback and development.
• Prioritize workload against SLAs; ensure timely escalations and stakeholder updates.
• Other duties as assigned.

Qualifications

• Bachelor's degree and 2+ years of relevant IT/application support experience; OR
• Associate's degree and 4+ years of relevant experience; OR
• High School diploma and 6+ years of relevant experience
• 1+ year in a team leader, shift lead, or supervisory capacity (formal or acting)
• Demonstrated experience with large-scale IT service contracts, including oversight of cross-functional teams, service delivery, and performance monitoring

Knowledge, Skills, and Abilities:

• Working knowledge of FCC licensing applications, especially ULS (ASR, TCNS E-106 a plus)
• Experience with ServiceNow, SharePoint, Business Objects, and Microsoft 365/Teams
• ITIL familiarity (Incident/Request/Problem/Change); ITIL Foundation or HDI certification preferred
• Strong customer service, written/verbal communication, and stakeholder management skills
• Proven ability to create/update SOPs, produce operational metrics, and lead bridge calls
• Ability to attend weekly meetings
• Ability to work independently and yet be effective within a team setting
• Must be capable of managing multiple efforts with time-related constraints in a fast-paced contracting environment
• Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals
• Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.
• Excellent skills in Microsoft Word, Excel, and other Office applications
• Proficient with Microsoft Office Applications, and experience working in a home office setting, as well as the ability to train end users on frequently asked technical issues.
• Ability to provide technical assistance and support over the phone; good phone skills, professional demeanor, and previous customer service experience strongly desired.
• Good problem-solving skills; ability to visualize a problem/situation and think abstractly to solve it

How you'll grow

At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there's always room to learn.

We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.

Benefits

At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits.

Learn more about what working at Chenega MIOS can mean for you.

Chenega MIOS's culture

Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.

Corporate citizenship

Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.

Learn more about Chenega's impact on the world.

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Native preference under PL 93-638.

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