Expression is seeking a highly experienced Customer Support Lead to provides strategic leadership for enterprise end-user support services and customer-facing IT operations supporting the DCSA workforce. This position oversees Service Desk operations, Desktop Engineering, endpoint lifecycle management, mobile devices, printing services, telecommunications equipment, and end-user support processes.
The Customer Support Lead is responsible for delivering exceptional customer service, ensuring operational excellence, and continuously improving IT support services across the enterprise.
Clearance Required: Active Secret clearance with eligibility for TS/SCI.Key Responsibilities- Lead enterprise Service Desk and desktop support operations.
- Direct geographically dispersed customer support personnel.
- Manage lifecycle operations for end-user hardware, software, and mobile technologies.
- Oversee desktop engineering, endpoint management, and workplace technology services.
- Ensure achievement of contractual performance metrics and Service Level Agreements (SLAs).
- Analyze customer satisfaction data and implement continual service improvements.
- Develop operational strategies to improve customer experience and service quality.
- Coordinate enterprise technology deployments and user support initiatives.
- Provide executive reporting on service performance, operational risks, and improvement initiatives.
- Foster a customer-focused culture emphasizing responsiveness, quality, and accountability.
Minimum Qualifications- Bachelor's degree from an accredited college or university. A degree in Information Technology, Telecommunications, Engineering, Computer Science, or a closely related technical discipline is preferred.
- Minimum of 10 years of project management experience supporting DoD or Intelligence Community organizations.
- Required Certifications:
- PMP certification.
- DoD 8570/8140 IAT Level III certification (CASP+, CISSP, CCNP Security, CCSP, GCED, GCIH).
- Demonstrated experience leading enterprise customer support organizations.
- Experience with ServiceNow or similar ITSM platforms.
- Experience managing large Service Desk operations.
- Experience with ITIL-based service management.
- Experience supporting enterprise endpoint management platforms (Microsoft Endpoint Manager, SCCM, Intune, etc.).
Benefits:Expression offers competitive salaries and benefits, such as:
- 401k matching
- PPO and HDHP medical/dental/vision insurance
- Education reimbursement
- Complimentary life insurance
- Generous PTO and holiday leave
- Onsite office gym access
- Commuter Benefits Plan
