Tier 2 Customer Support Lead

Overview DecisionPoint seeks a Tier 2 Customer Support Lead to oversee all mid-level customer support operations across a large-scale federal and DoD-aligned digital ecosystem. This role ensures that all Tier 2 troubleshooting, escalations, and resolutions are timely, accurate, and aligned with enterprise brand, service standards, and user experience expectations. The Tier 2 Customer Support Lead provides hands-on technical support, leads day-to-day queue management, coordinates with engineering and cybersecurity teams for escalated issues, and ensures Tier 2 operations deliver high-quality, customer-focused service. This position is fully remote. Duties & Responsibilities The Tier 2 Customer Support Lead will: - Oversee daily Tier 2 support operations, ensuring consistent, high-quality user support across digital platforms. - Lead troubleshooting for escalated technical issues, including user access, system errors, permissions, and platform behavior. - Coordinate complex issue resolution with engineering, cloud, cybersecurity, and product teams. - Ensure timely and accurate responses to user issues, aligned with brand tone and service expectations. - Manage Tier 2 queues, prioritizing cases based on urgency, impact, and mission requirements. - Review and improve workflows, SOPs, and escalation procedures. - Train and mentor Tier 2 specialists, ensuring knowledge consistency and skills growth. - Perform root cause analysis and recommend system or workflow improvements. - Support incident response activities related to service outages or degraded performance. - Ensure documentation of troubleshooting steps, resolutions, and recurring issue trends. - Collaborate with analytics and reporting teams to track KPIs, SLAs, and customer satisfaction metrics. - Contribute to knowledge base updates, technical guides, and user support documentation. Qualifications Clearance Requirement Must hold an active Secret clearance , supported by a Tier 3 background investigation. Education (Required) Bachelor’s degree in Communications, Information Technology, Digital Services, Customer Experience, or a related field. Experience (Required) - Minimum 5 years of experience in customer support, technical support, service desk, or digital service operations. - Experience supporting Tier 2 or mid-level technical troubleshooting in an enterprise environment. - Experience coordinating with engineering teams on escalated technical issues. - Experience managing user communications and documentation with clarity and professionalism. Technical Knowledge (Required) - Strong understanding of ticketing systems, escalation workflows, and service desk best practices. - Experience troubleshooting access, permissions, platform errors, and user-facing system behavior. - Knowledge of digital platform functions, content systems, or cloud-hosted applications. Technical Knowledge (Preferred) - Experience with ITIL processes, especially incident, problem, and knowledge management. - Familiarity with digital analytics tools used to assess user behavior or service trends. - Experience supporting DoD, federal, or enterprise-scale digital environments. Skills - Strong customer service and communication skills with the ability to tailor explanations to both technical and non-technical audiences. - Excellent problem-solving skills with attention to detail and accuracy. - Ability to lead and mentor support staff in a fast-paced, mission-focused environment. - Strong organizational and queue management skills. - Ability to work collaboratively across technical and non-technical teams. 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 Equa