DecisionPoint

Tier 3 Senior Support Specialist (Team Lead)

Join DecisionPoint as a Tier 3 Senior Support Specialist (Team Lead) in Washington, DC. Lead Tier 2 teams, manage escalated issues, and utilize ServiceNow for ITSM. 5+ years IT support required. Benefits include health insurance, 401(k) match, and more.

ServiceNow Role Type:
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Support Specialist
ServiceNow Modules:
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IT Service Management
ServiceNow Certifications (nice to have):
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Certified Implementation Specialist - IT Service Management

Job description

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Posted on:
 
June 28, 2023

DecisionPoint Corporation is seeking a Tier 3 Senior Support Specialist (Team Lead) to provide expert IT support and team leadership for the USDA Customer Experience Center (CEC) Tier 3 end-user services. The position involves managing escalated support issues, guiding Tier 2 teams, and ensuring that all technical support aligns with USDA standards and service level agreements.

Requirements

  • Act as the senior escalation point for complex Tier 3 issues, addressing advanced hardware, software, and network-related problems.
  • Lead a team of Tier 2 support specialists, providing mentorship, technical direction, and ongoing training to ensure consistent, high-quality support.
  • Utilize USDA’s IT service management (ITSM) system (e.g., BMC Remedy Helix or ServiceNow) to manage and document incident, change, and work order tickets, ensuring accurate and thorough records.

Benefits

  • Medical, Dental, Vision, Life Insurance, Short-Term Disability, Long-Term Disability, 401(k) Match, Health Savings Account, Flexible Spending Account, Training Reimbursement, Education Assistance, Paid Time Off, and Holidays

Requirements Summary

5+ years of hands-on IT support experience, with at least 2 years in a senior or team lead role within a Tier 3 environment