IT Support Lead

DSA is looking for someone to work onsite as an IT Support Lead in our Fairfax, VA office.

The IT Support Lead is responsible for managing relationships with managed service providers, reviewing and managing IT budgets and invoices, overseeing asset management, and administering Microsoft licensing. This role ensures that all IT services are delivered efficiently and cost-effectively while maintaining high standards of quality and performance. Must be able to travel upon request to other office locations.

Key Responsibilities Include but are not limited to:

Managed Service Provider (MSP) Management

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  Serve as the primary point of contact for managed service providers.

  
  

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  Monitor and evaluate MSP performance against service level agreements (SLAs).

  
  

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  Ensure timely resolution of IT issues and escalations by the MSP.

  
  

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  Serve as first point of contact for escalations and co-managed tickets.

  
  

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  Coordinate regular review meetings with MSPs to discuss performance, improvements, and new requirements.

  
  

User Support

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  Troubleshoots and resolves problems with remote users and systems, especially senior leadership.

  
  

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  Install, configure, deploy, and support workstations, software, peripherals, and other end user technologies.

  
  

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  Requests and documents additional information as required.

  
  

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  Coordinates involvement of server specialist, CTO, and application development partners.

  
  

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  Provides hands-on support at DSA's office locations and data centers.

  
  

Asset Management

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  Maintain an accurate inventory of all IT assets, including hardware, software, and licenses.

  
  

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  Ensure proper lifecycle management of IT assets, from procurement to disposal.

  
  

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  Conduct regular audits of IT assets to verify their status and condition.

  
  

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  Manage asset allocation and track usage to optimize resource utilization.

  
  

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  Identify potential process improvements with potential for updating roles, responsibilities, and tools.

  
  

Microsoft Licensing Administration

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  Manage and administer Microsoft software licenses to ensure compliance with licensing agreements.

  
  

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  Track and renew Microsoft licenses as necessary to avoid lapses.

  
  

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  Work with Microsoft and other stakeholders to address any licensing issues or concerns.

  
  

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  Provide guidance on the optimal use of Microsoft software licenses to maximize value.

  
  

Budget and Invoice Review

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  Review and manage IT budgets, ensuring alignment with organizational goals and financial constraints.

  
  

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  Analyze and validate invoices from MSPs and other IT vendors for accuracy and compliance with contracts.

  
  

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  Collaborate with the finance department to ensure timely payment of invoices.

  
  

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  Report on budget expenditures and identify cost-saving opportunities.

  
  

IT Planning

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  Participates in and contributes to the development of technology planning efforts.

  
  

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  Collaborates with IT staff in policy and process improvement. Performs other duties as assigned.

  
  

Qualifications

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  Proficiency in IT management tools and software. 5 or more years professional, in-depth desktop operating system, hardware and application support and troubleshooting including networking, printers, and scanners.

  
  
• Minimum of 5 years of experience in IT support, with a focus on MSP management, budgeting, asset management, and licensing administration.
• Strong analytical and problem-solving skills.
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  Excellent communication and interpersonal skills.

  
  
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  Consulting with end users on all aspects of computer and application use.

  
  

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  Experience with Mac OS and Mac troubleshooting

  
  

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  Extensive familiarity with desktop and laptop hardware components, Active Directory, and the Windows and MacOS operating systems

  
  

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  In-depth knowledge of the functionality and use of MS Office (Windows and Mac), Outlook, Teams, multiple Web browsers, and desktop imaging

  
  

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  Experience with enterprise anti-virus software and other anti-malware tools. Working knowledge of Microsoft Azure Active Directory is a plus.

  
  

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  A+, Network+ certifications required or ability to obtain within a specified timeframe

  
  

A succesful IT Support Manager will be or have:

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  Ability to manage multiple tasks and be responsive to various stakeholders.

  
  

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  Detail-oriented with a strong focus on accuracy and quality.

  
  

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  Proven ability to negotiate, manage, and improve vendor relationships.

  
  

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  Strong understanding of IT budgeting and financial management principles.

  
  
• Knowledge of IT asset management and software licensing best practices.

US Citizenship is required and the ability to be processed for a Secret Clearance is preferred.

DSA specializes in providing cutting-edge data analysis and technology solutions to our government customers. With a team of highly skilled colleagues and the latest tools and technologies at our disposal, DSA is committed to helping our customers achieve their goals and stay in front of technology trends. As a member of our team, you will have the opportunity to work on a wide range of projects and collaborate with some of the brightest minds in the cleared industry. From data modeling and analysis to software development and implementation, you will have the chance to make a real impact on our clients' businesses and help them succeed in today's data-driven world. We offer competitive salaries, comprehensive benefits packages, and a supportive and collaborative work environment that encourages creativity and innovation. So if you're ready to take your career to the next level and join a dynamic and growing company, you should apply!

M any of DSA's positions require the ability to obtain a security clearance. Security clearances may only be granted to U.S. citizens. In addition, applicants who accept a conditional offer of employment may be subject to government security investigation(s) and must meet eligibility requirements for access to classified information. DSA is proud to be an Affirmative Action/Equal Opportunity Employer. DSA is committed to treating all employees and applicants for employment with respect and dignity and maintaining a workplace that is free from unlawful discrimination. All applicants will be considered for employment without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender (including pregnancy, childbirth, breastfeeding or other related medical conditions), gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, characteristic or membership in any other group protected by federal, state or local laws. DSA requires background checks , where permitted , by law. DSA is an E-Verify Employer.

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