Customer Support Specialist Lead

What You Will Do Guidehouse has an exciting opportunity in our Defense and Security Segment to support customer support activities at the Department of War (DoW). The Customer Support Specialist Lead will perform the day‑to‑day execution of 24/7/365 customer support operations across Tier 1, Tier 2, and Tier 3 services. The individual will oversee SOPs, knowledge base content, and customer journey artifacts, analyze service metrics to drive improvement, manage escalations and SLA compliance, and implement proactive customer advocacy strategies. Job Family Operational Effectiveness Consulting Travel Required Up to 10% Clearance Required Active Top Secret (TS) What You Will Need An ACTIVE and MAINTAINED "Top Secret" Federal or DoD Clearance. Once on board with Guidehouse MUST be able to OBTAIN and MAINTAIN "TOP SECRET" "SENSITIVE COMPARTMENTED INFORMATION (SCI) clearance" Bachelor’s Degree TWELVE (12) or more years of experience supporting customer support, service desk, contact center, or operational support functions, with progressively increasing responsibility Experience leading 24x7 or extended‑hours operations, including weekends and emergency support scenarios What Would Be Nice To Have An ACTIVE and MAINTAINED "TOP SECRET/SCI" Federal or DoD security clearance Demonstrated experience overseeing multi‑tier (Tier 1–3) support operations, including escalation management and SLA oversight Strong background in incident management, stakeholder communications, and operational coordination during high‑pressure situations Ability to analyze service performance data and translate insights into process and service improvements Experience supporting federal or defense clients, particularly in mission‑critical or emergency‑response environments Familiarity with service management frameworks (e.g., ITIL‑aligned practices) Experience standing up or improving knowledge bases, SOPs, or quality management programs Background in crisis communications or continuity‑of‑operations support Experience managing distributed or shift‑based teams across extended coverage periods What We Offer Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace. Benefits Include Medical, Rx, Dental & Vision Insurance Personal and Family Sick Time & Company Paid Holidays Position may be eligible for a discretionary variable incentive bonus Parental Leave and Adoption Assistance 401(k) Retirement Plan Basic Life & Supplemental Life Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts Short-Term & Long-Term Disability Student Loan PayDown Tuition Reimbursement, Personal Development & Learning Opportunities Skills Development & Certifications Employee Referral Program Corporate Sponsored Events & Community Outreach Emergency Back-Up Childcare Program Mobility Stipend About Guidehouse Guidehouse is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation. Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco. #J-18808-Ljbffr Guidehouse