Customer Support Lead

Responsibilities

• Lead daily Tier I, II, and III service desk operations supporting approximately 13,000 DCSA personnel.
• Manage hands-on technical teams executing service desk and customer support functions across the DCSA enterprise.
• Implement and manage IT Service Delivery using ITIL/ITSM and/or Scaled Agile Framework (SAFe) methodologies across the service desk operation.
• Apply ITIL 4 frameworks to create, maintain, and enforce staff compliance with documented practices, ensuring alignment with ISO 20000-1:2018.
• Drive First Call Resolution (FCR), Customer Satisfaction (CSAT), and Average Speed to Answer (ASA) performance against contractual Acceptable Quality Levels (AQLs).
• Lead queue management and routing optimization across multiple service desk tiers and channels (phone, ticketing, walk-up, self-service).
• Career Development: Coordinate service desk surge response under PWS Task 16; manage cross-tier escalation and resource reallocation.
• Engage with Senior Government Executive customers on service desk performance and improvement initiatives.
• Maintain DoD 8570/8140 IAT Level III certification currency.
• Support program-level reporting on service desk metrics including monthly Customer Support Activity Reports.

Qualifications

• Shall possess a TOP SECRET security clearance with SCI eligibility (favorably adjudicated T5 or T5R; within investigation scope or currently enrolled in Continuous Evaluation/Continuous Vetting).
• Active PMP (Project Management Professional) certification.
• DoD 8570/8140 IAT Level III certification.
• Expert-level experience implementing and managing IT Service Delivery using ITIL/ITSM and/or SAFe methodologies across an enterprise.
• Demonstrated experience managing hands-on technical teams and multifaceted service desk operations.
• Strong customer service orientation.
• Prominent analytical and problem-solving abilities.
• Excellent written, oral, and interpersonal communication skills.
• Ability to prioritize and execute tasks in a high-pressure environment.
• Team-oriented and skilled in working within a collaborative environment.