Customer Support Lead

Customer Support Lead

Leads enterprise IT support operations to deliver reliable, secure, and high-quality end-user technology services within a regulated government environment. Oversees service desk operations, incident and request management, and user experience initiatives while ensuring alignment with mission-critical systems and service level agreements. Provides leadership for support personnel, manages escalations, and drives continuous service improvement using IT service management (ITSM) best practices. Ensures compliance with cybersecurity requirements, clearance protocols, and operational standards while maintaining strong stakeholder engagement and satisfaction.

Key Responsibilities

• Lead daily operations of the enterprise service desk and end-user support teams.
• Oversee incident, problem, and request management processes to meet SLA targets.
• Manage and mentor support staff, including performance management and workforce planning.
• Serve as escalation point for complex technical and customer issues.
• Implement and optimize ITSM processes (e.g., ITIL) for service efficiency and quality.
• Monitor service performance metrics and drive continuous improvement initiatives.
• Ensure compliance with cybersecurity policies, audit requirements, and clearance protocols.
• Collaborate with infrastructure, cybersecurity, and application teams to resolve systemic issues.
• Support reporting and communication to stakeholders and executive leadership.
• Maintain documentation, knowledge base content, and operational procedures.

Required Qualifications

• PMP or equivalent certification.
• DoD 8570/8140 IAT Level III certification.
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 10+ years of experience in IT support or service desk operations, including leadership roles.

Preferred Qualifications

• ITIL v4 Foundation or higher certification.
• Experience supporting federal or DoD environments.
• Strong background in service desk tools (e.g., ServiceNow).
• Experience managing geographically distributed teams.
• Familiarity with zero trust and modern endpoint management practices.

Job Specific Skills

• IT service management (ITSM) frameworks and tools.
• Incident, problem, and change management.
• Team leadership and performance management.
• Customer experience and service delivery optimization.
• SLA/KPI monitoring and reporting.
• Escalation and crisis management.
• Cybersecurity compliance and operational awareness.
• Process improvement and automation.
• Stakeholder communication and executive reporting.
• Knowledge management and documentation practices.

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.