Duties
- The Lead IT Administrator manages the IT Customer Engagement team and is responsible for delivering reliable, secure, and high-quality technology services across the organization. This role combines technical leadership with hands-on systems administration, ensuring IT infrastructure, applications, and end-user support operate efficiently. The successful candidate will lead a team of IT professionals, oversee daily IT operations, manage projects, and work closely with stakeholders to improve technology services and enhance the user experience.
Supervision and Team Management
- Lead, supervise, mentor, and develop the IT Customer Engagement team.
- Manage workloads, priorities, and service delivery to ensure timely and effective support.
- Conduct performance reviews, provide coaching, and support employee development.
- Plan team goals, allocate resources, and manage budgets in line with organizational priorities.
- Promote collaboration, continuous improvement, and a positive, inclusive work environment.
IT Support, Operations, and Systems Administration
- Oversee the delivery of Tier 1 and Tier 2 IT support for users across the organization.
- Administer and maintain IT infrastructure, networks, cloud services, user accounts, endpoint devices, and business applications.
- Troubleshoot and resolve complex technical issues while ensuring system reliability, security, and performance.
- Manage IT infrastructure projects, equipment deployments, software updates, and system maintenance.
- Provide technical support for meetings, events, videoconferencing, and visiting VIPs.
- Collaborate with internal teams and external service providers to deliver reliable technology solutions.
Training, Knowledge Management, and Cybersecurity
- Promote cybersecurity awareness and ensure compliance with organizational security policies and best practices.
- Maintain technical documentation, knowledge articles, and system records.
- Support staff training and knowledge sharing to strengthen technical capability across the team.
- Monitor system health and assist with security audits, compliance activities, and continuous improvement initiatives.
Projects and Administrative Support
- Lead and coordinate IT projects from planning through implementation.
- Monitor project timelines, budgets, resources, and deliverables.
- Support IT asset management, procurement, and vendor or contractor oversight where required.
- Identify opportunities to improve technology services, streamline processes, and enhance operational efficiency.
- Collaborate with stakeholders to deliver technology solutions that support organizational goals.
Qualifications and Evaluations
Requirements:
All selected candidates must be able to obtain and hold a:
- Public Trust security clearance.
- All selected candidates will be subject to a background investigation and may be subject to a pre-employment medical exam.
- Selected candidate must be able to begin working within a reasonable period of time 12 weeks upon receipt of agency authorization and/or clearances/certifications or their candidacy may end.
Education Requirements:
- Bachelor’s degree in Computer Science, Information Systems, Electrical Engineering, Library and Data Science/Analytics, or Audio/Visual Communications and Technology is required.
Please address this factor in your ERA application under Education.
Evaluations:
- You will be evaluated against the qualifications and requirements in this vacancy announcement.
- You may be asked to complete a pre-employment language or skills test.
- You must complete the application form and provide the required documents. Your application must address all the position qualifications and requirements including education, experience, language, and any knowledge/skills/abilities listed. If you fail to submit a complete application, then your application may be disqualified for this position.
Qualifications:
Experience:
- A minimum of 4 years’ working experience in computer networking operations, network management or utilization of computer systems.
Please address this factor in your ERA application under Major Duties and Responsibilities.
Language:
- English - Fluent; speaking/reading/writing, may include the ability to translate. (This may be tested)
Job Knowledge:
- Knowledge is required in the following portfolios: systems analysis and design techniques; computer equipment operations management; hardware, software, and cloud-based technologies; computer networking; technical aspects of analysis, computer application software development concepts, and management advisory services.
- Knowledge of IT infrastructure integration and incident and service management. Knowledge of IT services or systems relevant to the the Customer Engagement and Infrastructure portfolio. Knowledge of supervisory techniques and principle of project and personnel management.
Please address this factor in your ERA application under Major Duties and Responsibilities.
Skills And Abilities:
Technical and Problem solving:
- Demonstrated ability to provide Tier 2 support for Information Technology platforms and mobile devices.
- Skilled in assisting users with the full range of software, hardware, applications, and utilities employed on Department of State systems.
- Ability to analyze root causes of technical issues, apply troubleshooting techniques, and implement effective solutions.
- Proficiency in office productivity suites such as Microsoft 365, Google Workspace, and OpenOffice. Possesses strong problem-solving. Ability to apply technical expertise to manage and support IT services and systems in the assigned portfolio the Customer Engagement and Infrastructure.
Interpersonal skills
- Ability to facilitate working with and managing people of different cultural background, language, technical knowledge, and seniority.
- Possess strong communication skills for personnel management and understand how to tailor information to internal and external audiences.
Deadline:11th August,2026
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