Account Maintenance Lead - Military veterans preferred



  full-time   employee

United States


Position Description:

This position is in support of a large federal agency in Washington, DC.  The Account Maintenance Lead is responsible for managing the Account Maintenance subtask on the contract. This position can be located in either the DC metro area, Denver, or Cookeville, TN. 

The Account Maintenance Lead reports to the Service Desk Manager and plans, coordinates, and manages all the work and tasks of the account maintenance technicians to maintain accounts as defined in the PWS under this time and materials performance based task.

The Account Maintenance team is responsible for the management of over 11,000 accounts for the Department of Health and Human Services.  Account maintenance begins the first day of employment and lasts until the departing date of the user.  Account maintenance support includes special requests for Political Appointees and other VIPs. 

Day to day duties include:

  • Create and manage Exchange accounts through Microsoft Exchange Server
  • Create and manage accounts through O365 Admin Console
  • Troubleshoot Exchange and OWA incidents
  • Utilize PowerShell scripts to create, update and disable Network and Exchange accounts
  • Perform liaison activities for Server Infrastructure and Exchange Tier 3
  • Create, delete, disable and manage Active Directory User, Group and Computer Objects
  • Provide network shared drive access through Active Directory
  • Provide reports to Upper Management to track/manage end user activities and access to the HHS network
  • Create incident tickets through Service Now
  • Process Current, Disabled and New Employee Request Forms
  • Troubleshoot Microsoft Office 2010/ 2016 and Microsoft Office 365 issues
  • Manage Government issued Mobile Devices through MaaS360
  • Provide Emergency Support as requested
  • Review ServiceNow tickets for routing to the appropriate functional fulfiller teams
 Position Responsibilities:
  • Provide Account Maintenance services to all authorized end users at all supported locations. 
  • Lead and provide daily oversight to Account Maintenance team to support senior executives including the Secretary, Deputy Secretary, their immediate aides, and communicate effectively with Branch Chief.
  • Develop, document, and maintain Account Maintenance support procedures.  Procedures must meet agency requirements, conform to ITIL, and adhere to HHS policies.
  • Coordinate with the Server Team, Email Team, Service Desk, and all other necessary Contractors, third party, and HHS support organizations to manage all onsite technical support requests to resolution and closure.
  • Support the day to day Account Maintenance Duties
  • Ensure technicians coordinate with end users.
  • Exceed target service levels in all Service Level Agreements (SLAs)
  • Maintain a consistent level of team mentoring and oversight, provide for knowledge sharing within the team to ensure continual service improvement.
  • Develop and maintain Account Maintenance support knowledge base 


Required Education/Experience:

  • Bachelor’s degree and 4+ years of relevant experience. 
  • Will accept an additional 4 years of experience in lieu of a degree 
  • Must have experience working with ticketing systems
  • Must have experience with SLAs
  • Must have at least 2+ years of experience working with a ticketing system
  • Must have excellent leadership, management, and communications skills
  • Must have experience managing remote teams
  • Must have experience in Windows Server and AD operating environments

Desired Experience/Skills/Attributes:

  • ITIL Foundation certification
  • Quality Certifications (Six Sigma, ISO, etc.)