Summary:The User Support Team Lead is responsible for leading and managing a team of User Support Specialists to ensure the efficient delivery of IT support services. This role oversees incident and service request management, customer support operations, workload distribution, escalation processes, and team performance while ensuring high levels of customer satisfaction and compliance with organizational standards.
Responsibilities:- Lead and supervise a team of User Support Specialists providing Tier 1 end-user support.
- Manage service request and incident ticket queues, ensuring timely resolution, escalation, and closure.
- Monitor team performance, workload distribution, service levels, and key performance metrics.
- Provide exceptional customer service and technical support for hardware, software, network connectivity, application access, and telecommunications issues.
- Oversee installation, configuration, maintenance, and support of desktops, laptops, printers, peripherals, and mobile devices.
- Ensure accurate documentation, ticket tracking, and maintenance of IT asset inventories.
- Coordinate escalations with system administrators, network engineers, developers, and other technical teams.
- Identify recurring technical issues, trends, and opportunities for process improvement.
- Develop and maintain operational procedures, knowledge base articles, and support documentation.
- Prepare reports and brief leadership on team performance, service trends, and operational challenges.
- Ensure compliance with applicable DoD, DoN, organizational policies, and IT service management practices.
Qualifications:
- Bachelor's degree in Information Technology or related field and a minimum of five (5) years of IT support experience; or seven (7) years of IT support experience in lieu of a degree.
- Prior experience leading or performing in a User Support Team Lead, Service Desk Lead, or similar role.
- Active Top Secret clearance with TS/SCI eligibility.
- Experience supporting end users in enterprise IT environments.
- Strong understanding of incident management, service request fulfillment, and ticketing systems.
- Excellent written and verbal communication skills with a strong customer service focus.
- Demonstrated leadership, organizational, and problem-solving abilities.
- Ability to obtain and maintain required baseline and technical certifications supporting Tier 1 customer support responsibilities.
Preferred Qualifications:- ITIL Foundation certification or experience working within ITIL-based service management environments.
- Experience supporting DoD or Federal Government organizations.
- Familiarity with IT asset management, knowledge management, and service desk reporting.
- Experience using enterprise ticketing and IT service management platforms.
Salary Disclosure:Actual salary will be based on a variety of factors including but not limited to experience, geographic location, contract affordability, internal equity, education, and certifications. The upper end of the salary range may be reserved for individuals who have demonstrated tenure with the company, seniority, and proven excellent performance. This includes factors such as education, certifications, and extensive/unique experience beyond what is required.
