Night Shift Tier II Help Desk Lead

COMMUNICATIONS RESOURCE; Alexandria (VA); On-site; USD 95,000 - 120,000; Full time

Job summary

CRI in Alexandria, VA is seeking a Night Shift Lead for the Tier II Help Desk to oversee the 10 PM–10 AM shift, ensuring mission‑critical security applications and systems run smoothly. This role requires strong leadership, advanced troubleshooting, and coordination across Tier 2 and Tier 3 engineering teams.

You will manage incident response, prioritize tickets, document work, and report performance metrics to program management while maintaining strict security controls and 12‑hour shift

Qualifications

• Experience providing Tier 2 technical support.
• Experience leading or supervising technical personnel.
• Strong troubleshooting, analytical, organizational, and problem‑solving skills.
• Excellent written and verbal communication, able to brief management clearly.

Responsibilities

• Oversee daily Tier 2 Help Desk activities during the assigned night shift.
• Prioritize incidents and allocate tasks based on urgency and SLAs.
• Provide day‑to‑day supervision and technical guidance to Tier 2 personnel.
• Monitor work orders and ensure proper documentation and escalation as needed.
• Lead incident resolution, perform root cause analysis, and coordinate with Tier 3 and other teams.

Skills

Tier II support

Leadership

Troubleshooting

Communication

Tools

Windows OS

SQL Server

Active Directory

SNMP

VMS/PSIM

Job description

CRI in Alexandria, VA is seeking a Night Shift Lead for the Tier II Help Desk to oversee the 10 PM–10 AM shift, ensuring mission‑critical security applications and systems run smoothly. This role requires strong leadership, advanced troubleshooting, and coordination across Tier 2 and Tier 3 engineering teams.

You will manage incident response, prioritize tickets, document work, and report performance metrics to program management while maintaining strict security controls and 12‑hour shift