Network Operations Lead

Experteer Overview In this role, you lead a Tier II technical operations team focused on network administration, incident triage, and rapid resolution in a 24/7 environment. You collaborate with cross-functional teams to identify issues affecting the enterprise, drive post-incident analysis, and implement operational improvements. You shape the day-to-day execution, escalation paths, and stakeholder communications to protect DHS missions. This is a hands-on leadership position at the intersection of network engineering and enterprise support, offering scope to influence service delivery and processes. Compensation / Benefits * Lead break/fix support and execution for Tier II Network Engineers * Triage, troubleshoot, and resolve incidents from monitoring alerts * Coordinate with Service Desk, SOC, and other support teams on escalations * Draft incident notifications to government stakeholders * Monitor health of routers, switches, VPNs, and proxies * Document incidents in ServiceNow and track lifecycle * Escalate unresolved issues to Tier III * Lead troubleshooting bridge calls for major incidents * Perform pre-defined admin tasks (e.g., port activations) and maintenance * Contribute to post-mortem activities and operational improvement efforts * Develop and enforce new processes and reports based on management guidance * Maintain and enrich knowledge base, SOPs, and job aids * Cross-train to support systems administration * Mentor Tier II engineers and manage on-call coverage * Review metrics and incident trends to drive improvements * Conduct regular coaching and performance development conversations * Provide daily oversight of Tier II network operations and prioritize SLAs * Coordinate team schedules and on-call rotations * Support personnel management tasks like training plans and onboarding * Serve as primary coordination point during major incidents * Identify opportunities to improve service delivery Tasks * DoD Security Clearance (ability to obtain) * Active DHS EOD preferred * BA/BS and 8 years of relevant experience * CCNA or CCNP certification * ITIL Foundation (desired, not required to start; expected within 6 months) * Ability to work varied shifts for 24/7 coverage * On-call rotation experience * Experience with patch management software (e.g., SCCM) * Experience with ServiceNow for incident/service request tracking * Ability to learn new technologies quickly (e.g., Zscaler, servers, switches) * Advanced Active Directory management and administration * Prior experience leading technical teams in enterprise support * Desirable: DHS/DoD experience, CCNP, Windows administrator certs, CompTIA A+/Network+/Security+ * Strong communication and coordination skills Key requirements * flexible time off * robust learning resources * healthcare benefits * retirement plans * time off benefits * competitive compensation

Active DHS EOD preferred * BA/BS and 8 years of relevant experience * CCNA or CCNP certification * ITIL Foundation (desired, not required to start; expected within 6 months) * Ability to work varied shifts for 24/7 coverage * On-call rotation experience * Experience with patch management software (e.g., SCCM) * Experience with ServiceNow for incident/service request tracking * Ability to learn new technologies quickly (e.g., Zscaler, servers, switches) * Advanced Active Directory management and administration * Prior experience leading technical teams in enterprise support * Desirable: DHS/DoD experience, CCNP, Windows administrator certs, CompTIA A+/Network+/Security+ * Strong communication and coordination skills Key requirements * flexible time off * robust learning resources * healthcare benefits * retirement plans * time off benefits * competitive compensation