Customer Support Lead- TS/SCI

Key Responsibilities

• Lead daily operations of the enterprise service desk and end-user support teams.
• Oversee incident, problem, and request management processes to meet SLA targets.
• Manage and mentor support staff, including performance management and workforce planning.
• Serve as escalation point for complex technical and customer issues.
• Implement and optimize ITSM processes (e.g., ITIL) for service efficiency and quality.
• Monitor service performance metrics and drive continuous improvement initiatives.
• Ensure compliance with cybersecurity policies, audit requirements, and clearance protocols.
• Collaborate with infrastructure, cybersecurity, and application teams to resolve systemic issues.
• Support reporting and communication to stakeholders and executive leadership.
• Maintain documentation, knowledge base content, and operational procedures.

Required Qualifications

• PMP or equivalent certification.
• DoD 8570/8140 IAT Level III certification (CASP, CCNP, CISA, CISSP).
• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 10+ years of experience in IT support or service desk operations, including leadership roles.
• Candidates must have a current TS/SCI clearance.

Preferred Qualifications

• ITIL v4 Foundation or higher certification.
• Experience supporting federal or DoD environments.
• Strong background in service desk tools (e.g., ServiceNow).
• Experience managing geographically distributed teams.
• Familiarity with zero trust and modern endpoint management practices.

Pay

Salary range dependent on experience: $114,100 - $194,000