Tier 2 Lead

Unissant • Washington, VA

4d • Onsite

About The Position

Unissant, Inc. delivers innovative capabilities to the agencies that keep our nation healthy and safe. We apply our domain expertise, data acumen, and technology know-how to achieve breakthrough results for our clients. Working collaboratively, we advance missions and careers through a focus on honesty, integrity, and dependability. We continuously look for talent, excited to join that effort. To learn more about our exciting organization, please visit us at www.unissant.com.
We are seeking a Tier 2 Lead to join our team and support our client. The ideal candidate is a service-oriented technical leader with strong deskside support experience and a commitment to delivering a high-touch customer experience. This individual is comfortable leading support teams, resolving escalations, and improving the end-user experience across dynamic enterprise environments, including executive support settings.

Requirements

• Strong experience supporting deskside IT operations, executive support services, or enterprise endpoint support environments.
• Ability to manage competing priorities and maintain high-quality customer support in fast-paced operational settings.
• Excellent interpersonal, communication, and troubleshooting skills.
• Experience with hardware lifecycle support, core builds and deployments, IMAC processes, and customer administration activities.
• Ability to support new and emerging technology requirements while maintaining continuity of service.
• Excellent verbal and written skills, ability to present proposals and performance data, comfortable interfacing all levels of organization.
• Ability to write clear and concise creative content in a highly confidential manner.
• Ability to obtain and maintain a Public Trust clearance.

Nice To Haves

• Preferred field of study in Computer Science, Information Technology, Information Systems, Operations Management, or related field of study.
• MBA/Master's Degree in a relevant field of study preferred.
• Desired certifications may include ITIL, HDI, Microsoft, or other enterprise support certifications aligned with end-user computing and service delivery.

Responsibilities

• Lead Tier 2 deskside and executive support activities in alignment with customer expectations, service objectives, and operational priorities.
• Coordinate technical support for incidents, service requests, IMAC activities, hardware lifecycle efforts, and customer-facing support needs.
• Promote outstanding customer interaction skills together with strong technical knowledge across enterprise support services.
• Support escalations, issue resolution, and service continuity for both standard deskside and white glove executive support services.
• Collaborate with service teams, stakeholders, and leadership to improve performance, customer satisfaction, and responsiveness.
• Contribute to process improvements, documentation updates, and operational reporting that strengthen Tier 2 service delivery.

Benefits

• Local travel within a 50-mile radius of NIH Bethesda, Maryland is not reimbursable.
• On occasion, travel may be required of Contractor personnel and, if approved in advance by the Contracting Officer, may be reimbursed in accordance with Federal Travel Regulations.

What This Job Offers

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