Tier 2 Customer Support Lead with Clearance

A company is looking for a Tier 2 Customer Support Lead to oversee mid-level customer support operations in a federal and DoD-aligned digital ecosystem.

Key Responsibilities

Oversee daily Tier 2 support operations to ensure high-quality user support

Lead troubleshooting for escalated technical issues and coordinate with engineering and cybersecurity teams

Train and mentor Tier 2 specialists while managing case prioritization and workflow improvements

Required Qualifications

Bachelor's degree in Communications, Information Technology, Digital Services, Customer Experience, or a related field

Minimum 5 years of experience in customer support or technical support operations

Experience managing user communications and documentation in a professional manner

Strong understanding of ticketing systems and service desk best practices

Must hold an active Secret clearance supported by a Tier 3 background investigation