Tier 3 Senior Support Specialist (Team Lead)

Company: DecisionPoint Corporation
Location: Washington
Posted on: February 1, 2025

Job Description:

OverviewDecisionPoint 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
  • Ability to obtain a Public Trust clearance.
  • Bachelor's Degree in Information Technology, Computer Science, or a related field, or equivalent experience.
  • 5+ years of hands-on IT support experience, with at least 2 years in a senior or team lead role within a Tier 3 environment.
  • Proficiency in using IT service management tools, such as BMC Remedy Helix or ServiceNow, for ticket tracking and resolution.
  • Advanced troubleshooting and diagnostic skills for complex IT issues, including hardware, software, and network challenges.
  • Familiarity with USDA standards and policies, including asset management, knowledge management, and Section 508 compliance.
  • Strong understanding of ITIL best practices and the ability to apply them within a Tier 3 support environment.
  • Excellent leadership and interpersonal skills, with proven experience in team mentorship and performance management.
  • Highly organized and capable of meeting SLAs while effectively managing escalations.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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Keywords: DecisionPoint Corporation, Leesburg , Tier 3 Senior Support Specialist (Team Lead), Other , Washington, Virginia