Senior IT Operations & Customer-Support Lead

Defense Information Systems Agency; East Hartford (CT); On-site; USD 100,000 - 140,000; Full time

Job summary

Defense Information Systems Agency (DISA) in Connecticut (East Hartford) seeks an experienced leader to supervise customer-support personnel and drive enterprise IT service delivery in a challenging cyber and mission-focused environment.

The role emphasizes planning, coordinating resources, and delivering high-assurance IT support to meet national security requirements. Expect shift work and Top-Secret/SCI eligibility as part of the CES framework.

Qualifications

• Attention to detail in reviewing information technology-related work and ensuring accuracy, completeness, and consistency with standards.
• Customer service experience in maintaining relationships with customers and delivering tailored IT solutions.
• Oral communication skills for briefing senior management and IT staff on statuses and complex information.
• Problem solving to identify alternatives and evaluate information sources for IT issues.

Responsibilities

• Directs and supervises customer-support personnel; plans work, assigns priorities, adjusts workloads, provides technical guidance, and resolves operational and personnel issues.
• Manages planning and delivery of enterprise customer-support services, including troubleshooting, training, and resolution of complex IT requirements.
• Leads IT projects and portfolio activities; coordinates requirements, resources, schedules, risks, and service commitments to deliver mission capabilities.
• Develops, interprets, and implements customer-support policies and service-delivery strategies to improve performance and IT support.

Skills

Attention to Detail

Customer Service

Oral Communication

Problem Solving

Job description

Defense Information Systems Agency (DISA) in Connecticut (East Hartford) seeks an experienced leader to supervise customer-support personnel and drive enterprise IT service delivery in a challenging cyber and mission-focused environment.

The role emphasizes planning, coordinating resources, and delivering high-assurance IT support to meet national security requirements. Expect shift work and Top-Secret/SCI eligibility as part of the CES framework.