Varmoda is seeking an experienced Tier II Lead to serve as the senior technical authority and day-to-day operational lead for the Tier II support team supporting the Peace Corps IT Service Desk. This role will lead escalated incident resolution, manage Tier II support operations, and provide technical mentorship to Tier I and Tier II analysts while ensuring contractual service-level requirements are consistently achieved. The resource will serve as the primary escalation point for complex and major incidents while supporting approximately 575 headquarters staff and 31 designated VIP executives in a high-visibility federal environment.
Key Responsibilities - Oversee day-to-day Tier II support operations, including team scheduling, attendance, workload management, and accountability.
- Manage the Tier II queue in BMC Track-It! and ensure escalated incidents are addressed within contractual service-level requirements.
- Serve as the primary escalation point for complex incidents, major incidents, and high-priority technical issues.
- Coordinate with other technical leads, agency management, and support teams to resolve escalated issues effectively.
- Oversee the Desktop Support queue and coordinate with specialized teams supporting VIP users, Asset Management, and audiovisual services.
- Perform daily audits of escalated tickets to ensure accuracy, proper categorization, documentation, and timely resolution.
- Prepare ticket metrics and operational reporting for daily stand-ups and weekly operations meetings.
- Serve as a senior technical resource for Windows and macOS endpoints, Microsoft 365, Intune, Active Directory/Entra ID, and enterprise applications.
- Troubleshoot and resolve complex hardware, software, network connectivity, government-furnished equipment (GFE), smart card/PIV, and multifactor authentication issues.
- Identify recurring incidents and drive problem-management and root-cause resolution efforts to reduce repeat support volume.
- Ensure the support team meets Performance Requirements Summary (PRS) thresholds, including at least 90% First Contact Resolution, at least 90% customer satisfaction, and Tier II resolution within 16 business hours.
- Develop and maintain standard operating procedures, knowledge base articles, and support-process documentation.
- Provide technical coaching, training, onboarding, and problem-solving support to Tier I and Tier II analysts.
- Apply and reinforce ITIL 4-aligned incident, request, problem, and change management practices.
- Support conflict resolution and promote consistent service delivery across the support organization.
Required Qualifications - Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent additional experience.
- Five (5) or more years of progressive IT service desk or desktop support experience.
- At least two (2) years of experience in a lead, senior, or supervisory capacity.
- Demonstrated expertise supporting Windows and macOS endpoints, Microsoft 365, Active Directory/Entra ID, and Intune or comparable endpoint-management technologies.
- Hands-on experience with enterprise ITSM or ticketing platforms such as BMC Track-It!, ServiceNow, Remedy, or similar technologies.
- Experience troubleshooting complex hardware, software, connectivity, authentication, and enterprise application issues.
- Proven experience operating within an SLA-driven IT support environment with measurable performance requirements.
- Strong understanding of incident, request, problem, and change management practices.
- Excellent written and verbal communication skills with the ability to interact professionally with executive-level and VIP stakeholders.
- Strong leadership, troubleshooting, coaching, organizational, and problem-solving skills.
- U.S. Citizenship required.
- Must be able to obtain and maintain a Tier 2 Moderate Risk Public Trust clearance and PIV/HSPD-12 credential
Preferred Qualifications - Prior experience supporting a federal government agency.
- Familiarity with federal information security and privacy requirements.
- Direct experience with BMC Track-It! and/or Genesys Cloud CX contact center platforms.
- Experience supporting executive-level or VIP user populations.
- Experience with asset management platforms such as IBM Maximo.
- Experience creating SOPs, knowledge base content, and technical support documentation.
- Experience mentoring, training, or onboarding Tier I and Tier II service desk personnel.
Certifications & Clearance - ITIL 4 Foundation certification preferred.
- CompTIA Security+, HDI Support Center Team Lead, or HDI Desktop Advanced Support Technician certification preferred.
- U.S. Citizenship required.
- Must be able to obtain and maintain a Tier 2 Moderate Risk Public Trust clearance.
- Must be able to obtain and maintain a PIV/HSPD-12 credential.
