Customer Support Lead - Project ManagerPosition SummaryThe
Customer Support Lead serves as the senior leader responsible for ensuring the DCSA workforce is equipped with reliable, secure, and effective end-user technology and support services to enable mission success.
This role is the
primary contractor point of accountability for customer-facing IT service delivery, providing unified leadership across Service Desk operations, Desktop Engineering, and end-user lifecycle management. The position ensures a
seamless and positive technology experience for all users across DCSA's enterprise environment.
The Customer Support Lead directs a
multi-disciplinary, geographically dispersed team, driving operational excellence, improving service delivery performance, and ensuring all contractual Performance Requirements and Service Level Agreements (SLAs) are consistently met or exceeded.
Key Responsibilities- Serve as the operational lead for enterprise IT customer support services
- Oversee Service Desk operations, ensuring timely resolution of incidents and service requests
- Lead Desktop Engineering and endpoint management functions, including configuration, deployment, and sustainment
- Manage lifecycle activities for end-user hardware and software assets
- Oversee support for end-user infrastructure, including printers, mobile devices, and telecom equipment
- Establish and track performance metrics, SLAs, and customer satisfaction measures
- Develop and execute customer support and service delivery strategy
- Communicate performance, risks, and operational status to Government leadership
- Drive adoption of ITIL/ITSM best practices, including incident, problem, and change management
- Lead continuous service improvement initiatives using operational data and customer feedback
- Direct and coordinate a geographically dispersed support organization
- Ensure compliance with DoD cybersecurity policies, RMF, and organizational requirements
- Support after-hours operations, surge activities, and escalations as required
Work Location- Primary Location:
- Russell Knox Building (RKB), Quantico, VA
- Travel:
- Incidental travel required
Hours of Operation- Standard hours: Monday - Friday, 8:00 AM - 5:00 PM ET
- Must support after-hours operational requirements as needed
Required Qualifications- Experience:
- Minimum 10 years of experience in Program or Project Management within DoD and/or IC environments
- Demonstrated experience leading enterprise IT support or service delivery organizations
- Education:
- Bachelor's degree in computer science, Information Technology, Engineering, or related field
- Certifications:
- Project Management Professional (PMP)
- DoD 8570/8140 IAT Level III certification (e.g., CASP+, CISSP, or equivalent)
- Clearance:
- Active Secret clearance, with eligibility to obtain Top Secret / SCI
- Other Requirements:
- U.S. Citizenship required
- Ability to serve as a Full-Time Key Personnel
- Strong leadership, communication, and stakeholder engagement skills
Preferred Qualifications- Experience supporting enterprise Service Desk environments
- Hands-on experience with ServiceNow or similar ITSM platforms
- Familiarity with ITIL frameworks and service delivery models
- Experience with Desktop Engineering and endpoint management solutions
- Knowledge of Knowledge Management and Customer Experience best practices
- Proven ability to lead large, distributed support teams
- Experience supporting federal or DoD enterprise environments
Employment Details- Position Type: Full-Time
- Labor Category: Computer and Information Systems Manager (Senior)
- Key Personnel: Yes
- Resume Required: Yes
- LOC/LOI Required: Yes
CompensationSalary Range: $160,000 - $185,000 annually (commensurate with experience and qualifications)
Why This Role- Lead enterprise-wide customer support operations supporting national security
- Drive service innovation and continuous improvement across a large-scale IT environment
- Operate in a high-visibility leadership role with direct mission impact
- Shape the end-user experience for a nationwide workforce
