Tier 2 Customer Support Lead

DecisionPoint | Cortek • ,

2d • Remote

About The Position

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.

Requirements

• Must hold an active Secret clearance, supported by a Tier 3 background investigation.
• Bachelor’s degree in Communications, Information Technology, Digital Services, Customer Experience, or a related field.
• 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.
• 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.
• 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.

Nice To Haves

• 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.

Responsibilities

• 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.

Benefits

• Equal Employment Opportunity and Affirmative Action employer
• 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.

What This Job Offers

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