Tier 2 Support Lead

PingWind • Alexandria, VA

2d

About The Position

PingWind is seeking a Tier 2 Support Lead responsible for leading Tier 2 technical support operations to ensure timely resolution of complex incidents and service requests, effective escalation management, and continuity of MODES III system operations.

Requirements

• Must hold or be able to obtain and maintain a Secret Clearance
• ServiceNow (Gov); Microsoft 365 (GCC/GCC High – Teams, SharePoint, Planner); Azure DevOps; GitLab (Gov); AWS GovCloud; Microsoft Azure Government; Splunk Enterprise Security; SolarWinds (Gov); Power BI (GCC); Confluence (Gov) or SharePoint Runbook Libraries.
• BS/BA degree
• 10 years relevant experience (an additional 4 years experience may be substituted in lieu of degree).

Nice To Haves

• Master’s Degree

Responsibilities

• Leads Tier 2 support activities, providing technical oversight and coordination for the resolution of escalated incidents and service requests.
• Serves as the primary escalation point between Tier 1 support, engineering teams, and system owners to ensure efficient issue resolution and minimal operational impact.
• Oversees troubleshooting and root cause analysis for recurring or high-impact issues, coordinating corrective actions and preventive measures.
• Ensures Tier 2 support activities align with established processes, service levels, and operational requirements, maintaining consistency and quality of support delivery.
• Coordinates Tier 2 support inputs to operational reporting, ensuring accurate documentation of issues, resolutions, and trends.
• Mentors and guides Tier 2 support staff, promoting technical proficiency, adherence to procedures, and continuous improvement of support operations.

Benefits

• Eleven Federal Holidays
• Paid Time Off accrued each pay period
• Parental Leave
• Three medical plan choices with generous employer contribution
• Dental and Vision Insurance
• Company paid Short-Term and Long-Term Disability
• Company paid Life and AD&D Insurance
• 401k with competitive matching and vesting schedule
• Continuing education assistance
• Short Term / Long Term Disability & Life Insurance
• Medical, Dependent Care and Commuter Flexible Spending Accounts
• Employee Assistance Program
• Wellness benefits include Calm Health app and WellHub gym subsidy (formerly GymPass)
• 529 College Savings Plan
• Legal Insurance
• Pet Insurance

What This Job Offers

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