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JAAC Team Lead

JAAC Team Lead

Agil3 Technology Solutions (A3T)Ashburn, VA, US
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JAAC Team Lead

The JAAC Team Lead provides leadership, oversight, and operational management for the Joint Activities Accountability Center within the customer environment. This role ensures that VIP-level customers, major incidents, and high-visibility escalations are handled effectively, in compliance with performance standards, and with clear communication to agency leadership. The JAAC Team Lead serves as both a technical escalation point and a supervisory lead, balancing customer service, incident accountability, and staff management.

Key Responsibilities

  • Lead daily operations of the JAAC team, ensuring round-the-clock coverage for major incidents, VIP issues, and executive-level escalations.
  • Serve as the primary escalation point for unresolved or high-priority Tier I / Tier II incidents impacting agency leadership, PGAs, or mission-critical systems.
  • Oversee incident tracking and accountability, ensuring timely updates, accurate documentation, and proper escalation to organizational or vendor support teams.
  • Participate in major incident bridge calls, providing technical and operational input, documenting status, and tracking resolution progress.
  • Ensure proactive communication with senior stakeholders during high-impact incidents, maintaining transparency and accuracy.
  • Mentor, train, and guide JAAC staff, ensuring adherence to SOPs, escalation protocols, and customer service standards.
  • Coordinate with the Operations Manager and Program Manager on incident reporting, including root cause analysis and after-action reports.
  • Collaborate with Tier I and Tier II supervisors to ensure seamless handoff of incidents requiring JAAC oversight.
  • Monitor performance metrics specific to JAAC activities, ensuring compliance with contract Acceptable Quality Levels (AQLs).
  • Contribute to continuous service improvement by identifying recurring escalation trends, recommending preventive actions, and updating SOPs / knowledge articles.
  • Support transition activities, ensuring JAAC processes and accountabilities are well-documented and transferred effectively.

Minimum Qualifications

  • Education : Associate's degree in Information Technology, Computer Science, Business Management, or related field required; Bachelor's preferred.
  • Experience :
  • Minimum 5 years of IT service desk or call center experience, with at least 2 years in a supervisory or team lead role.
  • Experience managing escalations, VIP-level support, or major incident management required.
  • Familiarity with federal IT operations or law enforcement / military IT environments strongly preferred.
  • Certifications :
  • ITIL v4 Foundation (required).
  • CompTIA A+, Network+, or Security+ (preferred).
  • HDI Support Center Team Lead or equivalent certification (preferred).
  • Skills :
  • Strong leadership and team management skills.
  • Advanced problem-solving and decision-making abilities in high-pressure environments.
  • Excellent verbal and written communication skills, with ability to brief executives.
  • Proficiency with IT Service Management (ITSM) tools (ServiceNow strongly preferred).
  • Skilled at balancing customer satisfaction and operational accountability.

    • Other Requirements

  • Must be a U.S. Citizen.
  • Must pass a government background investigation.
  • Must be able to work flexible hours, including supporting 24x7x365 coverage.

    • Company Overview

    Agil3 Technology Solutions LLC ("A3T") is a Northern Virginia based, ISO 9001 : 2018, ISO 20000 & ISO 27001 Certified, 8a, Women-Owned (WOSB) and Service-disabled Veteran-Owned (SDVOSB) small business. A recent recipient of the prestigious Washington Technology TOP 50 (ranking #9, and on the list for last 4 years!), A3T is experiencing industry leading recognition and growth. In addition to the CEO's recognition as an "All-Star Entrepreneur", A3T is recognized by Inc Magazine as one of the fastest growing companies in the country, by Vet 50 as Fastest Growing Veteran-Owned Businesses, and is featured in CyberSecurity Ventures / Cybercrime Magazine! "As a go-to Women-Owned Cybersecurity company in US and internationally". As part of our growth, we are looking for YOU to join our growing team.

    A3T offers excellent benefits to enhance the work-life balance, including :

  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • Life Insurance
  • Short Term & Long-Term Disability
  • 401k Retirement Savings Plan with Company Match
  • Paid Holidays
  • Paid Time Off (PTO)
  • Tuition and Professional Development Assistance
  • Parking / Travel Reimbursement (metropolitan areas)
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    Team Lead • Ashburn, VA, US