Technical Support Manager Jobs in Frederick, MD (NOW HIRING)

OCH Technologies is seeking a Technical Support professional in support of an FAA program. The role is responsible for monitoring system health, responding to and resolving technical issues, maintaining outage and incident documentation, and supporting rotational after hours on call coverage. The position serves as the first point of contact for all help desk requests and escalates issues as needed.

This posting is intended to build a talent pipeline for anticipated future opportunities.

Location:

Remote

Core Responsibilities & Duties

• Participate in after hours on call rotation including evenings and weekends.
• Serve as the first point of contact for all incoming help desk requests, performing initial triage, troubleshooting, and resolution or escalation.
• Monitor and analyze system logs, alerts, and telemetry to proactively identify and address potential failures before they impact operations.
• Develop, maintain, and track outage logs capturing incident details, root causes, corrective actions, and resolution times.
• Prepare and deliver resolution reports documenting outages, corrective measures, and lessons learned.
• Conduct root cause and impact analysis of all significant outages and submit detailed reports to program management and stakeholders.
• Interface directly with end users and stakeholders to provide real time monitoring, troubleshooting, and issue resolution.
• Log, track, and document all help desk requests with sufficient detail to support root cause analysis, service level reporting, and performance tracking.
• Perform monthly performance analysis of help desk operations, including response times, resolution rates, and stakeholder satisfaction metrics.
• Identify trends and recurring issues through ongoing analysis of help desk data and provide recommendations for corrective actions, system improvements, and preventive measures.
• Provide continuous service improvement support including recommending and implementing best practices, automation opportunities, and process enhancements to reduce downtime and improve response efficiency.
• Provide quarterly summaries of help desk request logs and workload summaries.

Responsibilities may evolve over time to support team and organizational goals, but will remain consistent with the overall scope of the role.

Minimum Qualifications

Education:

High School Diploma or GED

Experience:

• A minimum of ten (10)+ years of relevant experience
• Experience providing help desk support
• Ability to troubleshoot and resolve common technical issues across Linux, Windows, and network infrastructure, and escalate complex issues appropriately
• Experience monitoring systems using log analysis, alerting tools, and telemetry platforms
• Experience producing clear, detailed incident documentation including root cause analysis and resolution reports
• Experience with ticketing and asset tracking systems
• Strong communication skills with the ability to interface with end users, stakeholders, and management

Security Clearance Requirement:

Candidate must have the ability to hold and maintain a Secret Clearance

Preferred Qualifications

• Prior government contract experience, particularly supporting FAA, DoD, DHS, or other federal agencies.
• Experience with Atlassian (Jira, Confluence, Assets/Insight)
• Knowledge of IT Infrastructure concepts (networking, servers, databases, cloud)
• Experience maintaining and creating detailed documentation
• CompTIA A+, Network +, or Security + certification

Other Required Skills and Abilities

• Must be able to effectively communicate with customers and fulfill all duties and responsibilities as listed in the contract.
• Must be proficient in Microsoft Office suite including, but not limited to: Word, PowerPoint, Excel, Outlook.

About Us: At OCH, we are more than just a government contracting firm; we are innovators and leaders in providing cutting-edge IT services and cybersecurity solutions. Driven by a set of fundamental values, we excel in creating secure, efficient, and forward-thinking solutions that empower the government agencies we work with. Our commitment to maintaining the highest standards of integrity, adapting swiftly to new challenges, and focusing on the people we serve ensures that we consistently exceed expectations and lead the industry in innovation and reliability.

What Defines Us:

• Integrity - We act with unwavering honesty, ensuring every decision is rooted ethically.
• Adaptable - We swiftly adapt to changes, seizing opportunities to innovate and lead.
• People-Focused - We prioritize relationships, championing growth and mutual success.
• Accountable - We own our outcomes, striving for excellence through continuous improvement.
• Collaborative - We cultivate teamwork, harnessing diverse talents to forge groundbreaking solutions.

Why Join Us?

Step into a role at OCH where your contributions make a tangible impact. Join a team that values creativity and initiative, offering a platform to transform the landscape of government IT services. Here, your work is not just a career—it's a mission. Embrace the opportunity to grow, innovate, and excel alongside industry leaders who are as passionate about technology as they are about making a difference. Plus, we offer a comprehensive benefits package designed to support your wellbeing and work-life balance, including:

• Paid time off and Holidays
• Medical, Dental, and Vision Insurance
• Paid Parental Leave
• Short-term disability, long-term disability, and life insurance - Employer Paid!
• 401(k)
• Additional Voluntary Life Insurance
• Tuition Reimbursement

& More!

E-Verify Participation: OCH Technologies, LLC is a participant of E-Verify to verify the identity and employment eligibility of newly hired employees.

Veteran’s Preference and Accessibility Statement: At OCH Technologies, we deeply respect and appreciate the unique skills and experiences that veterans bring to our team. As a federal contractor, we encourage qualified veterans to apply and provide preference where permitted by law. Your service and dedication are valued here.

We are committed to creating a workplace that is open, welcoming, and accessible to everyone. In accordance with the Americans with Disabilities Act (ADA) and Section 503 of the Rehabilitation Act, we provide reasonable accommodations throughout the hiring process to ensure individuals with disabilities can apply without barriers. If you need assistance or an accommodation, please contact us at hiring@ochtec.com.

OCH Technologies, LLC is proud to be an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, disability, gender identity, or any other protected characteristic as outlined by federal, state, or local laws.