Tier 2 Support Lead

PingWind; Alexandria (VA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Eleven Federal Holidays

Paid Time Off

Parental Leave

Three medical plan choices

Dental and Vision Insurance

Company paid Short-Term and Long-Term Disability

401k with competitive matching

Continuing education assistance

Job summary

A federal IT services provider is seeking a Tier 2 Support Lead responsible for overseeing Tier 2 technical support operations. The role requires substantial experience and a Secret Clearance. Key responsibilities include managing escalated incidents and mentoring support staff. The candidate should hold a BS/BA degree and be proficient in various technical certifications, including ServiceNow and Microsoft 365. This position offers robust benefits and encourages veterans to apply.

Qualifications

• Must hold or be able to obtain and maintain a Secret Clearance.
• 10 years relevant experience (an additional 4 years experience may be substituted in lieu of degree).

Responsibilities

• Leads Tier 2 support activities, providing technical oversight.
• Serves as the primary escalation point between Tier 1 support and other teams.
• Oversees troubleshooting and root cause analysis.
• Ensures Tier 2 support activities align with established processes.
• Coordinates Tier 2 support inputs to operational reporting.
• Mentors and guides Tier 2 support staff.

Skills

ServiceNow (Gov)

Microsoft 365 (GCC/GCC High)

Azure DevOps

GitLab (Gov)

AWS GovCloud

Microsoft Azure Government

Splunk Enterprise Security

SolarWinds (Gov)

Power BI (GCC)

Confluence (Gov)

Education

BS/BA degree

Master's Degree

Job description

Location: Alexandria, Va.
Required Clearance: Must hold or be able to obtain and maintain a Secret Clearance
Certifications: ServiceNow (Gov); Microsoft 365 (GCC/GCC High – Teams, SharePoint, Planner); Azure DevOps; GitLab (Gov); AWS GovCloud; Microsoft Azure Government; Splunk Enterprise Security; SolarWinds (Gov); Power BI (GCC); Confluence (Gov) or SharePoint Runbook Libraries.
Required Education: BS/BA degree
Required Experience: 10 years relevant experience (an additional 4 years experience may be substituted in lieu of degree).

Position Description

PingWind is seeking a Tier 2 Support Lead responsible for leading Tier 2 technical support operations to ensure timely resolution of complex incidents and service requests, effective escalation management, and continuity of MODES III system operations.

Typical Responsibilities/Tasks

• Leads Tier 2 support activities, providing technical oversight and coordination for the resolution of escalated incidents and service requests.
• Serves as the primary escalation point between Tier 1 support, engineering teams, and system owners to ensure efficient issue resolution and minimal operational impact.
• Oversees troubleshooting and root cause analysis for recurring or high-impact issues, coordinating corrective actions and preventive measures.
• Ensures Tier 2 support activities align with established processes, service levels, and operational requirements, maintaining consistency and quality of support delivery.
• Coordinates Tier 2 support inputs to operational reporting, ensuring accurate documentation of issues, resolutions, and trends.
• Mentors and guides Tier 2 support staff, promoting technical proficiency, adherence to procedures, and continuous improvement of support operations.

Required Qualifications

• Must hold or be able to obtain and maintain a Secret Clearance
• ServiceNow (Gov); Microsoft 365 (GCC/GCC High – Teams, SharePoint, Planner); Azure DevOps; GitLab (Gov); AWS GovCloud; Microsoft Azure Government; Splunk Enterprise Security; SolarWinds (Gov); Power BI (GCC); Confluence (Gov) or SharePoint Runbook Libraries.

Desired Qualifications

• Master’s Degree

About PingWind

PingWind is focused on delivering outstanding services to the federal government. We have extensive experience in the fields of cybersecurity, development, IT infrastructure, supply chain management and other professional services such as system design and continuous improvement. PingWind is an SBA certified Service-Disabled Veteran-Owned Small Business (SDVOSB) with offices in Northern Virginia and Huntsville AL. www.PingWind.com

Our benefits include:

• Eleven Federal Holidays
• Paid Time Off accrued each pay period
• Parental Leave
• Three medical plan choices with generous employer contribution
• Dental and Vision Insurance
• Company paid Short-Term and Long-Term Disability
• Company paid Life and AD&D Insurance
• 401k with competitive matching and vesting schedule
• Continuing education assistance
• Short Term / Long Term Disability & Life Insurance
• Medical, Dependent Care and Commuter Flexible Spending Accounts
• Employee Assistance Program
• Wellness benefits include Calm Health app and WellHub gym subsidy (formerly GymPass)
• 529 College Savings Plan
• Legal Insurance
• Pet Insurance

Veterans are encouraged to apply

PingWind, Inc. does not discriminate in employment opportunities, terms, and conditions of employment, or practices on the basis of race, age, gender, religious or political beliefs, national origin or heritage, disability, sexual orientation, or any characteristic protected by law.