Customer Support Lead

Expression•Washington, DC

1d•$125,000 - $150,000•Onsite

About The Position

Expression is seeking a highly experienced Customer Support Lead to provide strategic leadership for enterprise end-user support services and customer-facing IT operations supporting the DCSA workforce. This position oversees Service Desk operations, Desktop Engineering, endpoint lifecycle management, mobile devices, printing services, telecommunications equipment, and end-user support processes. The Customer Support Lead is responsible for delivering exceptional customer service, ensuring operational excellence, and continuously improving IT support services across the enterprise. Clearance Required: Active Secret clearance with eligibility for TS/SCI.

Requirements

Bachelor's degree from an accredited college or university. A degree in Information Technology, Telecommunications, Engineering, Computer Science, or a closely related technical discipline is preferred.
Minimum of 10 years of project management experience supporting DoD or Intelligence Community organizations.
PMP certification.
DoD 8570/8140 IAT Level III certification (CASP+, CISSP, CCNP Security, CCSP, GCED, GCIH).
Demonstrated experience leading enterprise customer support organizations.
Experience with ServiceNow or similar ITSM platforms.
Experience managing large Service Desk operations.
Experience with ITIL-based service management.
Experience supporting enterprise endpoint management platforms (Microsoft Endpoint Manager, SCCM, Intune, etc.).

Nice To Haves

Active Secret clearance with eligibility for TS/SCI.

Responsibilities

Lead enterprise Service Desk and desktop support operations.
Direct geographically dispersed customer support personnel.
Manage lifecycle operations for end-user hardware, software, and mobile technologies.
Oversee desktop engineering, endpoint management, and workplace technology services.
Ensure achievement of contractual performance metrics and Service Level Agreements (SLAs).
Analyze customer satisfaction data and implement continual service improvements.
Develop operational strategies to improve customer experience and service quality.
Coordinate enterprise technology deployments and user support initiatives.
Provide executive reporting on service performance, operational risks, and improvement initiatives.
Foster a customer-focused culture emphasizing responsiveness, quality, and accountability.