Tier 3 Senior Support Specialist (Team Lead)

Overview

DecisionPoint 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.

Our Equal Employment Opportunity Policy

• EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.