GovCIO is hiring a Tier 3 End User Support Team Lead tosupport the USFK USACIAS-P program in the Republic of Korea (South Korea). This position will be located at USAG Humphreys, Pyeongtaek, Korea, and will be a fully onsite position.
ResponsibilitiesOversees a high-level technical support team responsible for resolving complex, escalated end-user issues in demanding DoD and military environments. This role focuses on leading advanced troubleshooting, hardware/software support, remote assistance, and user training for mission-critical systems, including classified coalition networks. The lead ensures rapid resolution of Tier 3 incidents, maintains high customer satisfaction, drives process improvements, and coordinates with other technical teams to minimize downtime and support operational readiness for U.S. and partner forces.
Lead, mentor, and supervise the Tier 3 End User Support team in handling escalated technical issues and providing expert-level assistance
- Oversee advanced troubleshooting, diagnosis, and resolution of complex hardware, software, application, network, and configuration problems
- Coordinate with Tier 1/2 support, systems engineering, cybersecurity, and other teams for seamless issue escalation and resolution
- Develop and implement support procedures, knowledge base articles, scripts, and automation to improve efficiency and first-contact resolution
- Ensure high-quality documentation, performance reporting, user training, and compliance with DoD and military support standards
- Monitor support metrics and recommend improvements to enhance end-user experience and system availability in operational environments
QualificationsRequired Skills and Experience
- Bachelor's (or equivalent) with 2 - 4years of experience, or commensurate experience
- Clearance Level: Secret
- Leading and supervising Tier 3 end user support or help desk teams in DoD, military, or government environments to deliver timely and effective technical resolutions
- Providing advanced hands-on troubleshooting and support for end users on complex networked systems, hardware, software applications, and configurations in secure or classified settings
- Creating and utilizing scripts or automation tools to streamline support processes, resolve recurring issues, and improve team efficiency
Preferred Skills and Experience
- Delivering Tier 3 end user support on CENTRIXS-K or similar bilateral/multinational coalition networks in DoD coalition operational environments
- Managing escalated support, incident tracking, and user training for classified military systems such as CENTRIXS-K or other DoD secure enclaves
- Developing and maintaining detailed support documentation, knowledge bases, SOPs, and compliance records for end user support on secure coalition networks like CENTRIXS-K
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Posted Salary RangeUSD $105,000.00 - USD $125,000.00 /Yr.
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