Customer Support LeadLeads enterprise IT support operations to deliver reliable, secure, and high-quality end-user technology services within a regulated government environment. Oversees service desk operations, incident and request management, and user experience initiatives while ensuring alignment with mission-critical systems and service level agreements. Provides leadership for support personnel, manages escalations, and drives continuous service improvement using IT service management (ITSM) best practices. Ensures compliance with cybersecurity requirements, clearance protocols, and operational standards while maintaining strong stakeholder engagement and satisfaction.
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.
- 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.
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.
Job Specific Skills- IT service management (ITSM) frameworks and tools.
- Incident, problem, and change management.
- Team leadership and performance management.
- Customer experience and service delivery optimization.
- SLA/KPI monitoring and reporting.
- Escalation and crisis management.
- Cybersecurity compliance and operational awareness.
- Process improvement and automation.
- Stakeholder communication and executive reporting.
- Knowledge management and documentation practices.
Compensation RangesCompensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
