Job Family:

Travel Required:

Clearance Required:

What You Will Do:
Guidehouse has an exciting opportunity in our Defense and Security Segment to support customer support activities at the Department of War (DoW). The Customer Support Specialist Lead will perform the day-to-day execution of 24/7/365 customer support operations across Tier 1, Tier 2, and Tier 3 services. The individual will oversee SOPs, knowledge base content, and customer journey artifacts, analyze service metrics to drive improvement, manage escalations and SLA compliance, and implement proactive customer advocacy strategies.

What You Will Need:

• An ACTIVE and MAINTAINED "Top Secret" Federal or DoD Clearance. Once on board with Guidehouse MUST be able to OBTAIN and MAINTAIN "TOP SECRET" "SENSITIVE COMPARTMENTED INFORMATION (SCI) clearance

• Bachelor’s Degree

• TWELVE (12) or more years of experience supporting customer support, service desk, contact center, or operational support functions, with progressively increasing responsibility

• Experience leading 24x7 or extendedhours operations, including weekends and emergency support scenarios

What Would Be Nice To Have:

• An ACTIVE and MAINTAINED "TOP SECRET/SCI" Federal or DoD security clearance

• Demonstrated experience overseeing multitier (Tier 1 3) support operations, including escalation management and SLA oversight

• Strong background in incident management, stakeholder communications, and operational coordination during highpressure situations

• Ability to analyze service performance data and translate insights into process and service improvements

• Experience supporting federal or defense clients, particularly in missioncritical or emergencyresponse environments

• Familiarity with service management frameworks (e.g., ITILaligned practices)

• Experience standing up or improving knowledge bases, SOPs, or quality management programs

• Background in crisis communications or continuityofoperations support

• Experience managing distributed or shiftbased teams across extended coverage periods

What We Offer:

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

Benefits include:

• Medical, Rx, Dental & Vision Insurance

• Personal and Family Sick Time & Company Paid Holidays

• Position may be eligible for a discretionary variable incentive bonus

• Parental Leave and Adoption Assistance

• 401(k) Retirement Plan

• Basic Life & Supplemental Life

• Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts

• Short-Term & Long-Term Disability

• Student Loan PayDown

• Tuition Reimbursement, Personal Development & Learning Opportunities

• Skills Development & Certifications

• Employee Referral Program

• Corporate Sponsored Events & Community Outreach

• Emergency Back-Up Childcare Program

• Mobility Stipend