Tier 2 Support Lead — Incident Resolution & Escalation

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

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.