Tier 2 Support Lead

Pingwind Inc

Alexandria, VA, United States
On-site
Servicenow (gov)
Microsoft 365 (gcc/gcc high)
Azure DevOps
PingWind is seeking a Tier 2 Support Lead responsible for leading Tier 2 technical support operations to ensure timely resolution of complex incidents and service requests

Job Summary

  • PingWind is seeking a Tier 2 Support Lead responsible for leading Tier 2 technical support operations to ensure timely resolution of complex incidents and service requests.
  • The role involves serving as the primary escalation point between Tier 1 support, engineering teams, and system owners to ensure efficient issue resolution.
  • PingWind offers benefits including eleven Federal Holidays, Paid Time Off, parental leave, and three medical plan choices with generous employer contribution.

Matching Summary

PingWind is seeking a Tier 2 Support Lead responsible for leading Tier 2 technical support operations to ensure timely resolution of complex incidents and service requests.

Skills & Requirements

Must-have

  • ServiceNow (Gov)
  • Microsoft 365 (GCC/GCC High)
  • Azure DevOps
  • GitLab (Gov)
  • AWS GovCloud
  • Microsoft Azure Government
  • Splunk Enterprise Security
  • SolarWinds (Gov)
  • Power BI (GCC)
  • Confluence (Gov) or SharePoint Runbook Libraries

Nice-to-have

  • Mentoring and guiding support staff
  • Continuous improvement of support operations
  • Ensuring alignment with service levels

Key Requirements

  • 10 years relevant experience (an additional 4 years experience may be substituted in lieu of degree)
  • BS/BA degree
  • Must hold or be able to obtain and maintain a Secret Clearance

Work Rights

Must hold or be able to obtain and maintain a Secret Clearance

Tailored Resume

Cover Letter