Integrated Project Support Lead
- Bachelor's degree in Business, Engineering, Program Management, or a related field, with at least five (5) years of experience in risk management, program management, or a related discipline within a government contracting environment, and a minimum of ten (10) years of overall professional experience.
- Experience supporting Department of Defense (DoD) or other federal government programs.
- Knowledge of DoD acquisition lifecycles, project support and product integration.
- Strong analytical, organizational, and problem-solving skills.
- Ability to manage multiple priorities in a fast-paced, deadline-driven environment.
- Excellent written and verbal communication skills.
- Ability to analyze project critical path drivers.
- Functioning as both a senior technical expert and a business-aligned prioritization owner, the Integrated Product Support Lead evaluates trends, escalates critical issues, and ensures production support aligns with organizational strategy and financial outcomes.
- Prioritizing production support work ensures that client and business-impacting issues are fully addressed, limiting negative impact to organizational objectives.
- Provide mentorship to Analysts, strengthens escalation protocols, and drives continuous improvement in support processes, documentation, and knowledge management. Success in this role means ensuring fewer bottlenecks, reduced downtime, and improved client satisfaction — while building a scalable support structure that enhances both internal efficiency and external customer trust.
- Own and manage the production support backlog across products.
- Work closely with engineering and product teams to ensure recurring issues are logged, escalated, and addressed within product roadmaps.
- Partner with business stakeholders to assess urgency and revenue impact, ensuring critical issues receive appropriate attention.
- Act as the primary liaison between product support, product management, engineering, and business units.
- Translate business urgency into actionable priorities for technical teams, ensuring support work aligns with company strategy.
- Provide guidance, coaching, and mentorship to Integrated Product Support team.
- Ensure support analysts understand prioritization frameworks, escalation protocols, and the importance of aligning work with revenue impact.
- Identify and implement opportunities to streamline the product support workflow, reducing response times and improving resolution quality.
- Develop and maintain documentation for recurring issues, resolutions, and troubleshooting guides to strengthen knowledge-sharing
- While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use tools or controls; normal physical activity (reach with hands and arms; climb stairs); and communicate effectively with all levels of employees and leadership. The employee must occasionally lift or move office products and supplies, up to 25 pounds.
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