Project Manager - Customer Support Lead

Job Description

Job Description

MKS2 Technologies, LLC, an award-winning high growth small business, creates innovative and customer-centric technology solutions in the areas of Cyber Security, Instructional Design and Training, Software Engineering and IT Support Services to improve the security and well-being of our clients. Our commitment to excellence and our "Mission First" orientation has resulted in steady growth and an expanding client base across government agencies. We have employees nationwide and for the past three consecutive years were named one of the fastest growing Veteran-owned companies in the nation. Please take a moment to browse through our website and learn more about what it means to serve with MKS2.

Customer Support Lead - Project Manager Position Summary

The Customer Support Lead serves as the senior leader responsible for ensuring the DCSA workforce is equipped with reliable, secure, and effective end-user technology and support services to enable mission success.

This role is the primary contractor point of accountability for customer-facing IT service delivery, providing unified leadership across Service Desk operations, Desktop Engineering, and end-user lifecycle management. The position ensures a seamless and positive technology experience for all users across DCSA's enterprise environment.

The Customer Support Lead directs a multi-disciplinary, geographically dispersed team , driving operational excellence, improving service delivery performance, and ensuring all contractual Performance Requirements and Service Level Agreements (SLAs) are consistently met or exceeded.

Key Responsibilities

• Serve as the operational lead for enterprise IT customer support services
• Oversee Service Desk operations , ensuring timely resolution of incidents and service requests
• Lead Desktop Engineering and endpoint management functions , including configuration, deployment, and sustainment
• Manage lifecycle activities for end-user hardware and software assets
• Oversee support for end-user infrastructure , including printers, mobile devices, and telecom equipment
• Establish and track performance metrics, SLAs, and customer satisfaction measures
• Develop and execute customer support and service delivery strategy
• Communicate performance, risks, and operational status to Government leadership
• Drive adoption of ITIL/ITSM best practices , including incident, problem, and change management
• Lead continuous service improvement initiatives using operational data and customer feedback
• Direct and coordinate a geographically dispersed support organization
• Ensure compliance with DoD cybersecurity policies, RMF, and organizational requirements
• Support after-hours operations, surge activities, and escalations as required

Work Location

• Primary Location:

  • Russell Knox Building (RKB), Quantico, VA

• Travel:

  • Incidental travel required

Hours of Operation

• Standard hours: Monday – Friday, 8:00 AM – 5:00 PM ET
• Must support after-hours operational requirements as needed

Required Qualifications

• Experience:

  • Minimum 10 years of experience in Program or Project Management within DoD and/or IC environments
  • Demonstrated experience leading enterprise IT support or service delivery organizations

• Education:

  • Bachelor's degree in computer science , Information Technology, Engineering, or related field

• Certifications:

  • Project Management Professional (PMP)
  • DoD 8570/8140 IAT Level III certification (e.g., CASP+, CISSP, or equivalent)

• Clearance:

  • Active Secret clearance , with eligibility to obtain Top Secret / SCI

• Other Requirements:

  • U.S. Citizenship required
  • Ability to serve as a Full-Time Key Personnel
  • Strong leadership, communication, and stakeholder engagement skills

Preferred Qualifications

• Experience supporting enterprise Service Desk environments
• Hands-on experience with ServiceNow or similar ITSM platforms
• Familiarity with ITIL frameworks and service delivery models
• Experience with Desktop Engineering and endpoint management solutions
• Knowledge of Knowledge Management and Customer Experience best practices
• Proven ability to lead large, distributed support teams
• Experience supporting federal or DoD enterprise environments

Employment Details

• Position Type: Full-Time
• Labor Category: Computer and Information Systems Manager (Senior)
• Key Personnel: Yes
• Resume Required: Yes
• LOC/LOI Required: Yes

Compensation

Salary Range: $160,000 – $185,000 annually (commensurate with experience and qualifications)

Why This Role

• Lead enterprise-wide customer support operations supporting national security
• Drive service innovation and continuous improvement across a large-scale IT environment
• Operate in a high-visibility leadership role with direct mission impact
• Shape the end-user experience for a nationwide workforce

Diversity creates a healthier atmosphere: MKS2 Technologies is proud to be an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.