Lead Customer Service and Tech Support

Hexagon US Federal; Santa Rita (GU); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Health care plans

Dental and vision plans

401k with company match up to 6%

Life and disability insurance

Learning Management System

Tuition Reimbursement

Flexible working arrangements

13 paid holidays

Veterans' Employee Resources Group

Job summary

Octave Federal seeks a Lead Customer Service and Tech Support in Guam to direct daily Help Desk operations and ensure SLA performance. You will be the shift lead and Tier 3 escalation point, overseeing logging, assignment, and timely resolution of tickets.

You will manage HR tasks (timesheets, performance reviews, hiring/termination) and coordinate logistics, travel, and fleet needs while supporting complex device-related issues.

Qualifications

• CompTIA Security+ certification required (DoD 8140/8570 IAT Level II).
• Bachelor's degree in IT-related field or equivalent combination of education and senior-level experience.
• 5+ years in an IT-related technical field, with 1–2 years in a supervisory/lead/Tier 3 role.
• Administrative experience including timesheet approval, hiring/firing, and logistical coordination.
• Advanced troubleshooting skills and the ability to document SOPs.

Responsibilities

• Direct daily Help Desk operations to meet customer SLAs.
• Act as shift lead and primary Tier 3 escalation point, logging, assigning, and resolving requests.
• Establish, enforce, and optimize change control procedures and troubleshooting protocols.
• Oversee personnel management, including timesheets, performance reviews, and hiring/termination actions.
• Coordinate travel, equipment inventories, and fleet requirements (e.g., rental vans).
• Provide advanced verification, support, and resolution for complex tickets involving infrastructure and devices.

Skills

Security+ Certification

Leadership

Supervisory Experience

Troubleshooting

Communication

Education

Bachelor's degree in IT field

Job description

About Octave Federal

Octave provides mission‑critical software that empowers organizations to make informed decisions across every stage of the asset lifecycle - Design, Build, Operate and Protect - where performance, safety, and reliability are non‑negotiable and failure is not an option.

Octave provides mission‑critical software that empowers organizations to make informed decisions across every stage of the asset lifecycle - Design, Build, Operate and Protect - where performance, safety, and reliability are non‑negotiable and failure is not an option.

Turning complex operational data into actionable intelligence, Octave connects expertise, real‑world conditions and enterprise‑scale insight to improve performance, resilience and incident response where it matters most.

Octave Federal, the new brand identity for Hexagon US Federal, is an independent subsidiary of Octave exclusively focused on bringing the broad range of Octave technologies to the US Federal government and its partners. With more than 40 years of experience, we empower agencies and industry partners to operate with speed, precision and greater confidence.

Quick Hits

• Employees: 150
• Operating Locations: Chantilly, VA (HQ); Huntsville, AL; Lanham, MD, and other client sites across the US

We are seeking a Lead Customer Service and Tech Support in San Rita, Guam.

A day in the life of a Lead Customer Service and Tech Support: The ideal candidate directs daily operations to ensure that the Help Desk operates as a highly professional service meeting all customer SLAs. As the shift lead and primary Tier 3 escalation point, you will oversee the team's workflow, ensuring requests for assistance are properly logged, assigned, and resolved efficiently. You will establish, enforce, and optimize change control procedures and troubleshooting protocols for the Support Team.

Beyond technical escalation, this role encompasses critical administrative and managerial duties. You will be responsible for team personnel management, including approving timesheets, conducting performance reviews, and actively leading hiring and termination actions. Additionally, you will manage team logistics and resource allocation, which includes coordinating travel, maintaining equipment inventories, and managing fleet requirements such as rental vans. You will continue to provide advanced verification, support, and resolution for complex service tickets involving infrastructure, cellular devices, and multi‑functional devices.

This job is for you if: You are a natural leader who possesses excellent communication and management skills. You have the ability to mentor junior staff while logically and quickly breaking down systemic IT problems to achieve resolution. You are highly organized, capable of balancing deep technical troubleshooting with administrative duties (HR and logistics). You are customer service oriented, able to explain complex technical issues to stakeholders, show patience in deescalating difficult customer situations, and can build a cohesive, high‑performing support team.

The ideal candidate will have significant, recent experience working in an Information and Communication Technology Help Desk environment, combined with proven supervisory experience.

What we are expecting from you (i.e. the qualifications you must have):

• CompTIA Security+ Certification (DoD 8140/8570 IAT Level II baseline requirement)
• Bachelor's degree in an IT-related field, or an equivalent combination of education and senior‑level experience
• 5 or more years of work experience in an IT-related technical field, with at least 1‑2 years in a supervisory, lead, or Tier 3 escalation capacity
• Demonstrated administrative experience, including personnel management (timesheet approval, hiring/firing) and logistical coordination
• Advanced troubleshooting skills and the ability to establish and document standard operating procedures (SOPs).
• Exceptional interpersonal, leadership, and communication skills.

The physical and mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Ability to remain in a stationary position and operate a computer for extended periods
• Occasional ability to move or transport items up to 50 pounds
• Communicate effectively in English (verbal, written) and possess visual and auditory acuity for tasks and safety
• Manage multiple tasks, prioritize, and maintain focus in dynamic environments
• Demonstrate strong problem‑solving, critical thinking, and analytical skills
• Maintain consistent attendance, punctuality, and high professional standards.

Required Level of Security Clearance:

Must possess an active secret clearance at time of hire.

Expected Travel:

None

Salary Transparency:

Octave Federal provides compensation information in accordance with applicable multi‑state pay transparency laws. The projected annual salary range for this position is $65,000 to $85,000 (USD). Actual compensation within this range will depend on factors such as work location, education, experience, skills, organizational requirements, and contract‑specific budget parameters. This range reflects what is typically offered for the role and represents only one component of Octave Federal’s total compensation package, which may also include benefits and other forms of remuneration.

What we will provide in return:

• Competitive health care plans with savings accounts
• Dental and vision plans
• 401k with 100% company match up to 6%, with immediate vesting on company match
• Life and disability insurance
• Learning Management System with robust offerings
• Tuition Reimbursement Program
• Flexible working arrangements where possible
• 13 paid holidays per year
• Veterans’ focused Employee Resources Group with regular educational sessions and communications

Octave Federal is an Equal Employment Opportunity Employer. We comply with all applicable federal anti‑discrimination laws and provide reasonable accommodations for qualified individuals with disabilities and disabled veterans in its job application procedures. If you have any difficulty using our online system and need an accommodation due to a disability, you may use the following email address, [e-mail] and/or phone number [phone] to contact us about your interest in employment with Octave Federal.

All qualified applicants will receive consideration for employment without regard to protected veteran status, disability status, or any other protected class covered by federal, state, or local law. Octave Federal participates in E‑Verify.

At Octave Federal, we prioritize a secure and thorough hiring process. Be aware that we will never extend an employment offer without a careful review and interview process, and all official communications from our representatives will come from a verified Octave Federal email address, never requesting upfront fees or sensitive information.

Why work for Octave?

All in. Always forward. That's the way we do things around here. We put trust in our people because we believe it's the best way to unleash potential, bring ideas to life, and keep moving ahead. And it's why we're committed to creating an environment that's truly supportive, providing you with the resources you need to support your ambitions, no matter who you are or where you are in the world.

Everyone is welcome

Everyone is welcome. At Octave, we believe that bringing together people with different perspectives strengthens both our team and our work. We are committed to providing equal opportunities, treating all individuals with fairness, and fostering an environment where everyone can thrive.

Respect is the cornerstone of how we operate, so speak up and be yourself. You're valued here.