JAAC Team Lead

The JAAC Team Lead provides leadership, oversight, and operational management for the Joint Activities Accountability Center (JAAC) within the customer environment.

This role ensures that VIP-level customers, major incidents, and high-visibility escalations are handled effectively, in compliance with performance standards, and with clear communication to agency leadership.

The JAAC Team Lead serves as both a technical escalation point and a supervisory lead, balancing customer service, incident accountability, and staff management.

Key Responsibilities Lead daily operations of the JAAC team, ensuring round-the-clock coverage for major incidents, VIP issues, and executive-level escalations.

Serve as the primary escalation point for unresolved or high-priority Tier I / Tier II incidents impacting agency leadership, PGAs, or mission-critical systems.

Oversee incident tracking and accountability, ensuring timely updates, accurate documentation, and proper escalation to organizational or vendor support teams.

Participate in major incident bridge calls, providing technical and operational input, documenting status, and tracking resolution progress.

Ensure proactive communication with senior stakeholders during high-impact incidents, maintaining transparency and accuracy.

Mentor, train, and guide JAAC staff, ensuring adherence to SOPs, escalation protocols, and customer service standards.

Coordinate with the Operations Manager and Program Manager on incident reporting, including root cause analysis and after-action reports.

Collaborate with Tier I and Tier II supervisors to ensure seamless handoff of incidents requiring JAAC oversight.

Monitor performance metrics specific to JAAC activities, ensuring compliance with contract Acceptable Quality Levels (AQLs).

Contribute to continuous service improvement by identifying recurring escalation trends, recommending preventive actions, and updating SOPs / knowledge articles.

Support transition activities, ensuring JAAC processes and accountabilities are well-documented and transferred effectively.

Minimum Qualifications Education :

• Associate’s degree in Information Technology, Computer Science, Business Management, or related field required; Bachelor’s preferred.

Experience :

Certifications :

Skills :

Company Overview Agil3 Technology Solutions LLC ("A3T") is a Northern Virginia based, ISO 9001 :

A3T offers excellent benefits to enhance the work-life balance, including :