Tier 2 Lead

Unissant; Washington (District of Columbia); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Unissant, Inc. seeks a Tier 2 Lead to oversee deskside and executive support for our government client in the Washington, DC area.

The role focuses on delivering high-touch customer experiences, resolving escalations, and guiding support teams across enterprise environments, including executive settings. The ideal candidate has strong leadership, exceptional communication, and hands-on experience with hardware lifecycle, IMAC activities, and end-user computing.

Qualifications

• Experience in deskside IT operations or enterprise endpoint support.
• Ability to manage competing priorities in fast-paced environments.
• Excellent interpersonal, communication, and troubleshooting skills.
• Experience with hardware lifecycle support and deployments (IMAC).
• Ability to support new and emerging technologies while maintaining continuity.

Responsibilities

• Lead Tier 2 deskside and executive support activities.
• Coordinate technical support for incidents, service requests, IMAC activities, hardware lifecycle efforts, and customer-facing support needs.
• Promote outstanding customer interaction skills together with strong technical knowledge across enterprise support services.
• Support escalations, issue resolution, and service continuity for both standard deskside and executive support services.
• Collaborate with service teams, stakeholders, and leadership to improve performance, customer satisfaction, and responsiveness.
• Contribute to process improvements, documentation updates, and operational reporting that strengthen Tier 2 service delivery.

Skills

Desk-side support

Executive support

Customer service

Team leadership

Communication skills

Troubleshooting

Education

Bachelor's Degree

MBA/Master's Degree

Tools

ITIL certification

HDI certification

Microsoft certification

Job description

Unissant, Inc. delivers innovative capabilities to the agencies that keep our nation healthy and safe. We apply our domain expertise, data acumen, and technology know-how to achieve breakthrough results for our clients. Working collaboratively, we advance missions and careers through a focus on honesty, integrity, and dependability. We continuously look for talent, excited to join that effort. To learn more about our exciting organization, please visit us at www.unissant.com.

We are seeking a Tier 2 Lead to join our team and support our client. The ideal candidate is a service-oriented technical leader with strong deskside support experience and a commitment to delivering a high-touch customer experience. This individual is comfortable leading support teams, resolving escalations, and improving the end-user experience across dynamic enterprise environments, including executive support settings.

Essential Duties and Responsibilities:

• Lead Tier 2 deskside and executive support activities in alignment with customer expectations, service objectives, and operational priorities.
• Coordinate technical support for incidents, service requests, IMAC activities, hardware lifecycle efforts, and customer-facing support needs.
• Promote outstanding customer interaction skills together with strong technical knowledge across enterprise support services.
• Support escalations, issue resolution, and service continuity for both standard deskside and white glove executive support services.
• Collaborate with service teams, stakeholders, and leadership to improve performance, customer satisfaction, and responsiveness.
• Contribute to process improvements, documentation updates, and operational reporting that strengthen Tier 2 service delivery.

Work Experience and Job Skills:

• Strong experience supporting deskside IT operations, executive support services, or enterprise endpoint support environments.
• Ability to manage competing priorities and maintain high-quality customer support in fast-paced operational settings.
• Excellent interpersonal, communication, and troubleshooting skills.
• Experience with hardware lifecycle support, core builds and deployments, IMAC processes, and customer administration activities.
• Ability to support new and emerging technology requirements while maintaining continuity of service.

Education:

• Bachelor's Degree is required. Preferred field of study in Computer Science, Information Technology, Information Systems, Operations Management, or related field of study.
• MBA/Master's Degree in a relevant field of study preferred.

Certificates, Licenses and Registrations:

• Desired certifications may include ITIL, HDI, Microsoft, or other enterprise support certifications aligned with end-user computing and service delivery.

Communication Skills:

• Excellent verbal and written skills, ability to present proposals and performance data, comfortable interfacing all levels of organization.
• Ability to write clear and concise creative content in a highly confidential manner.

Clearance Requirements:

• Ability to obtain and maintain a Public Trust clearance.

Travel:

• Local travel within a 50-mile radius of NIH Bethesda, Maryland is not reimbursable.
• On occasion, travel may be required of Contractor personnel and, if approved in advance by the Contracting Officer, may be reimbursed in accordance with Federal Travel Regulations.
• Work may be performed at Government facilities, remote locations, or approved employee work locations in support of Government operations.

Environmental Requirements:

• Mainly a routine office environment.
• May be required to lift up to ten (10) pounds
• Flexible in working extended hours

The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Unissant management reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, where applicable and available, reasonable accommodation(s) may be made to enable individuals with disabilities to perform essential functions of this position.

Please note: Candidate(s) will be required to go through pre-employment screening.

Unissant, Inc. is a proud Equal Opportunity Employer! (EOE; M/F/Disability/Vets)