Tier 3 Senior Support Specialist (Team Lead)

Tier 3 Senior Support Specialist (Team Lead)

ID

2024-2662

Job Locations

US-DC | US-MD-Beltsville

Category

Information Technology

Type

Regular Full-Time

Overview

DecisionPoint Corporation is seeking a Tier 3 Senior Support Specialist (Team Lead) to provide expert IT support and team leadership for the USDA Customer Experience Center (CEC) Tier 3 end-user services. This role involves managing escalated support issues, guiding Tier 2 teams, and ensuring that all technical support aligns with USDA standards and service level agreements. The position is on-site at designated USDA facilities to support seamless and high-quality service delivery.

Duties & Responsibilities

Act as the senior escalation point for complex Tier 3 issues, addressing advanced hardware, software, and network-related problems.

• Lead a team of Tier 2 support specialists, providing mentorship, technical direction, and ongoing training to ensure consistent, high-quality support.
• Utilize USDA's IT service management (ITSM) system (e.g., BMC Remedy Helix or ServiceNow) to manage and document incident, change, and work order tickets, ensuring accurate and thorough records.
• Conduct root-cause analysis for recurrent issues, implementing resolutions and preventive measures to enhance service reliability.
• Monitor team performance and adherence to service level agreements (SLAs), working to resolve any performance discrepancies and maintain USDA compliance.
• Facilitate knowledge management by creating and maintaining Knowledge Base Articles (KBAs), How-To guides, and Standard Operating Procedures (SOPs) for use by the team.
• Handle VIP and high-priority tickets promptly, ensuring expedited resolution and clear communication with USDA stakeholders.
• Generate regular reports on team performance, ticket resolutions, and service efficiency, collaborating with the Program Manager to identify improvement areas.
• Coordinate with USDA IT specialists, third-party providers, and Tier 3 external resources to manage escalations effectively.
• Ensure compliance with USDA policies on asset management, service tracking, and customer communications, supporting the overall mission of the CEC.

Qualifications

The salary range for this role is $82k to $90k.

DecisionPoint provides a comprehensive benefits package including Medical, Dental, Vision, Life Insurance, Short-Term Disability, Long-Term Disability, 401(k) Match, Health Savings Account, Flexible Spending Account, Training Reimbursement, Education Assistance, Paid Time Off, and Holidays.

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