Customer Support Lead

Expression is seeking a highly experienced Customer Support Lead to provides strategic leadership for enterprise end-user support services and customer-facing IT operations supporting the DCSA workforce. This position oversees Service Desk operations, Desktop Engineering, endpoint lifecycle management, mobile devices, printing services, telecommunications equipment, and end-user support processes.

The Customer Support Lead is responsible for delivering exceptional customer service, ensuring operational excellence, and continuously improving IT support services across the enterprise.

Clearance Required: Active Secret clearance with eligibility for TS/SCI.

Key Responsibilities

• Lead enterprise Service Desk and desktop support operations.
• Direct geographically dispersed customer support personnel.
• Manage lifecycle operations for end-user hardware, software, and mobile technologies.
• Oversee desktop engineering, endpoint management, and workplace technology services.
• Ensure achievement of contractual performance metrics and Service Level Agreements (SLAs).
• Analyze customer satisfaction data and implement continual service improvements.
• Develop operational strategies to improve customer experience and service quality.
• Coordinate enterprise technology deployments and user support initiatives.
• Provide executive reporting on service performance, operational risks, and improvement initiatives.
• Foster a customer-focused culture emphasizing responsiveness, quality, and accountability.

Minimum Qualifications

• Bachelor's degree in Information Technology, Engineering, Computer Science, or a related discipline.
• Minimum of 10 years of project management experience supporting DoD or Intelligence Community organizations.
• Required Certifications:
  • PMP certification.
  • DoD 8570/8140 IAT Level III certification (CASP+, CISSP, CCNP Security, CCSP, GCED, GCIH).
• Recent experience serving a Program Manager and managing large, complex IT infrastructure and service delivery projects of similar size, scope, and complexity.
• Proven experience implementing and managing IT Service Delivery using ITIL/ITSM and/or Scaled Agile Framework (SAFe) methodologies across an enterprise.
• Demonstrated experience managing hands-on technical teams and multifaceted service desk operations.
• Experience utilizing ITIL 4 frameworks to create, maintain, and enforce staff compliance with documented practices, ensuring alignment with the ISO 20000-1:2018.
• Demonstrated experience leading enterprise customer support organizations.
• Experience with ServiceNow or similar ITSM platforms.
• Experience managing large Service Desk operations.
• Experience with ITIL-based service management.
• Experience supporting enterprise endpoint management platforms (Microsoft Endpoint Manager, SCCM, Intune, etc.).

Benefits:

Expression offers competitive salaries and benefits, such as:

• 401k matching
• PPO and HDHP medical/dental/vision insurance
• Education reimbursement
• Complimentary life insurance
• Generous PTO and holiday leave
• Onsite office gym access
• Commuter Benefits Plan

About Expression:

Founded in 1997 and headquartered in Washington DC, Expression provides data fusion, data analytics, software engineering, information technology, and electromagnetic spectrum management solutions to the U.S. Department of Defense, Department of State, and national security community. Expression's "Perpetual Innovation" culture focuses on creating immediate and sustainable value for our clients via agile delivery of tailored solutions built through constant engagement with our clients. Expression was ranked #1 on the Washington Technology 2018's Fast 50 list of fastest growing small business Government contractors and a Top 20 Big Data Solutions Provider by CIO Review.


Equal Employment Opportunity Statement

Expression is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.