Optional Services Lead

Optional Services Lead

We are a federal IT company on a mission to make customer experience (CX) the center of every government solution. Technology is our passion. People are our purpose. NuAxis is home to thinkers and feelers, engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us; it's a state of mind. We believe happy employees do amazing work, so join our team NOW! We are currently seeking a talented and motivated Optional Services Lead for a full-time position.

The Optional Services Lead will serve as a senior manager to drive operational excellence and ensure contract success. This role will oversee Optional Services and VIP Executive Support, ensuring seamless coordination, accountability, and high-quality service delivery. Key responsibilities include managing executive-level support. The Optional Services Lead will help ensure WMATA receives agile, reliable, and customer-centered IT support that reflects the highest standards of service excellence.

Key Duties & Responsibilities

• The Optional Services Lead is a senior role within the Client IT support team, responsible for high-visibility, mission-critical support functions. This includes VIP / executive-level support and a variety of specialty IT support areas (i.e., MDM, MAC Support, Cloud Engineering, etc.).
• Oversee delivery of VIP / executive-level support, ensuring responsiveness, professionalism, and satisfaction of Client leadership stakeholders.
• Lead a team of highly specialized IT support personnel (i.e., Mobile Device Administrator, Telecommunications Engineer, MAC Support Technician, Cloud Architect / Engineer, etc.).
• Manage team members, assign responsibilities, mentor, and review performance.
• Minimum Qualifications & Experience for Optional Services Lead :
• Bachelor's degree (or equivalent).
• 5+ years of IT operations or engineering experience.
• Excellent coordination, communication, and stakeholder management skills.
• Ability to remain calm under pressure and drive resolution.
• Strong process orientation and ability to define, document, and refine support playbook.
• Experience with escalation management, root cause reviews, and post-mortem analysis.
• Preferred / Differentiating Qualifications :
• Prior experience in transit, public-sector, or critical infrastructure environment.
• Understanding of major incident frameworks (e.g. ITIL Incident, Major Incident, War Room).
• Experience with command / control systems or EOC-like coordination.
• Experience training staff in surge operations or cross-functional rotational assignments.

Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now!! NuAxis is an equal opportunity employer. Employment is contingent upon successful completion of a background investigation. Learn more about our benefits and culture!