Customer Support Lead

Full Time

  • No Travel Required

Job Description

Job title: Customer Support Lead

Location: Washington, DC

Status : Full-Time

About Us: RTL Networks, Inc. is a rapidly growing company primarily focused on providing information technology (IT) support services and personnel to a variety of commercial and government customers for long term contracts. By providing a wide array of professional services and products, we help our customers leverage technology and operate with total confidence in the predictability, security, and reliability of their technology resources to meet business objectives.

Job Purpose or Summary: The Customer Support Lead will be responsible for overseeing all processes comprising day-to-day operations of Tier 2 deskside and customer support. The Customer Support Lead is responsible for achieving high quality Tier 2 operations for both incident support and request fulfilment, striving to meet Service Level Agreements resulting in high customer satisfaction levels. Works with the Service Desk Manager to improve customer service standards through communication techniques, work instructions, training, and dashboards. This position is responsible for the interaction and engagement with the Service Desk Manager federal lead and COR (when necessary).

Responsibilities include, but are not limited to:

  • Managing Service Desk Tier 2 and Customer Support personnel in the performance of daily responsibilities
  • Provides ongoing quality assurance and feedback
  • Facilitating Readiness Review of new systems and services transitioning to Service Desk operations
  • Managing the development of SOPs, training material and knowledge articles to be published for Service Desk and customer
  • Working directly with customers when incident, request or problem escalation is viewed as necessary
  • Serving as liaison for issues requiring vendor support
  • Delivering management level reporting
  • Produce management information, including KPIs and reports, and perform trend analysis.
  • Ensure efficient flow of tickets through Service Desk Tier 2
  • Address areas where Priority 1 through Priority 5 service level targets have not been met by Service Desk.


  • Minimum of three (3) years' experience in customer support lead position
  • Demonstrated experience managing Tier 2/Customer Support operations and personnel
  • Supervisory experience preferred
  • Strong knowledge of computer troubleshooting, process development, analysis, critical thinking, and problem-solving skills
  • Strong knowledge of Active Directory, ServiceNow (or similar tools) and experience creating and analyzing reports
  • Working knowledge of ServiceNow software or similar software, including the ability to create ad hoc reports, manage work/ticket queues, and workflow automation
  • Demonstrated experience developing and utilizing reporting systems to provide metrics reporting in support of Continuous Service Improvement
  • Demonstrated ability for oral and written communication with the highest levels of Management
  • ITIL Foundation certification V4.

Applicant selected for this position must be able to obtain and/or maintain a public trust.

U.S. Citizenship required.

Chosen applicants will be required to pass pre-employment drug screening and a criminal background check.

We are an Equal Opportunity Employer.