Lead Customer Service and Tech Support

Octave Federal • Santa Rita, GU

6d • Onsite

About The Position

Octave provides mission-critical software that empowers organizations to make informed decisions across every stage of the asset lifecycle - Design, Build, Operate and Protect - where performance, safety, and reliability are non-negotiable and failure is not an option. Turning complex operational data into actionable intelligence, Octave connects expertise, real-world conditions and enterprise-scale insight to improve performance, resilience and incident response where it matters most. Octave Federal , the new brand identity for Hexagon US Federal, is an independent subsidiary of Octave exclusively focused on bringing the broad range of Octave technologies to the US Federal government and its partners. With more than 40 years of experience, we empower agencies and industry partners to operate with speed, precision and greater confidence.

Requirements

• CompTIA Security+ Certification (DoD 8140/8570 IAT Level II baseline requirement)
• Bachelor's degree in an IT-related field, or an equivalent combination of education and senior-level experience.
• 5 or more years of work experience in an IT-related technical field, with at least 1-2 years in a supervisory, lead, or Tier 3 escalation capacity.
• Demonstrated administrative experience, including personnel management (timesheet approval, hiring/firing) and logistical coordination.
• Advanced troubleshooting skills and the ability to establish and document standard operating procedures (SOPs).
• Exceptional interpersonal, leadership, and communication skills.
• Ability to remain in a stationary position and operate a computer for extended periods.
• Occasional ability to move or transport items up to 50 pounds.
• Communicate effectively in English (verbal, written) and possess visual and auditory acuity for tasks and safety.
• Manage multiple tasks, prioritize, and maintain focus in dynamic environments.
• Demonstrate strong problem-solving, critical thinking, and analytical skills.
• Maintain consistent attendance, punctuality, and high professional standards.
• Must possess an active secret clearance at time of hire.

Responsibilities

• Directs daily operations to ensure that the Help Desk operates as a highly professional service meeting all customer SLAs.
• Oversees the team's workflow, ensuring requests for assistance are properly logged, assigned, and resolved efficiently.
• Establishes, enforces, and optimizes change control procedures and troubleshooting protocols for the Support Team.
• Responsible for team personnel management, including approving timesheets, conducting performance reviews, and actively leading hiring and termination actions.
• Manages team logistics and resource allocation, which includes coordinating travel, maintaining equipment inventories, and managing fleet requirements such as rental vans.
• Provides advanced verification, support, and resolution for complex service tickets involving infrastructure, cellular devices, and multi-functional devices.
• Mentors junior staff while logically and quickly breaking down systemic IT problems to achieve resolution.
• Balances deep technical troubleshooting with administrative duties (HR and logistics).
• Explains complex technical issues to stakeholders, shows patience in deescalating difficult customer situations, and builds a cohesive, high-performing support team.

Benefits

• Competitive health care plans with savings accounts
• Dental and vision plans
• 401k with 100% company match up to 6%, with immediate vesting on company match
• Life and disability insurance
• Learning Management System with robust offerings
• Tuition Reimbursement Program
• Flexible working arrangements where possible
• 13 paid holidays per year
• Veterans’ focused Employee Resources Group with regular educational sessions and communications

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level