Tier 2 Support Team Lead

Job Summary

Leading a remote team of Tier II technicians, the full-time Tier 2 Support Team Lead will oversee after-hours technical support operations for USDA customers, ensuring quality service, SLA compliance, and effective team management.

Key responsibilities

• Supervise helpdesk employees, manage performance, and assist in ticket resolution to maintain excellent customer service
• Ensure adherence to quality standards and SLA compliance while monitoring team KPIs and reporting on performance metrics
• Monitor real-time ticket queues and manage escalations to ensure prompt resolution of IT issues across various support channels

Required qualifications

• Bachelor's degree in Information Technology or a related field, or 8 years of equivalent job experience
• 3 years of relevant Help Desk/Technical Support team lead or supervisory experience
• 3 years of hands-on experience troubleshooting IT issues across desktops/laptops and operating systems (Windows 10/11)
• 3 years of experience supporting VTC/conference-room equipment and remote support tools
• US Citizen with the ability to pass a comprehensive background check and maintain a favorable Public Trust background status