Tier II Technical Support Lead

Company Description Coretec is a technology partner focused on modernizing and securing IT systems for federal government agencies. The team has led major Agile transformations, cloud migrations of ERP systems, and supports enterprise tools such as Salesforce, ServiceNow, and ESRI for agencies including USDA and DHS. Coretec specializes in building customer-centric solutions that turn complex data and systems into practical tools that are easy to understand and use. By emphasizing cloud modernization, cybersecurity, and data analytics, Coretec delivers secure, cost-effective IT solutions tailored to each customer’s needs. The organization is committed to long-term partnerships, helping agencies attain and sustain efficient, scalable technology environments.

Role Description Tier II Technical Support Lead is a full-time, on-site role based in Washington, DC, responsible for overseeing day-to-day technical support operations for Coretec’s enterprise customers. This role will lead a support team that handles incident resolution, troubleshooting, and escalation management for systems such as cloud-based applications, ERP platforms, and enterprise tools. The Technical Support Lead will coordinate ticket workflows, ensure adherence to service-level agreements, and monitor key performance indicators related to service quality and customer satisfaction. Daily activities include diagnosing complex technical issues, guiding team members on best practices, documenting solutions, and collaborating with engineering and implementation teams to address recurring problems. The role also includes developing support processes, training staff on new tools and procedures, and serving as a primary point of contact for customer stakeholders regarding support performance and continuous improvement initiatives.

Salary Range: $65k - $70K Annually.

Qualifications

Operational Leadership

● Oversee day-to-day operations of the Tier II support team, including scheduling, attendance, and accountability.

● Manage the Tier II queue in BMC Track-It!, ensuring all escalated tickets are resolved within contractual timeframes.

● Serve as the primary point of contact for ticket escalations; coordinate with other team leads and agency management to resolve major incidents and high-priority issues.

● Oversee the Desktop Support queue and coordinate with specialized leads for VIP, Asset Management, and AV support.

● Perform daily audits of escalated tickets for accuracy, proper categorization, and timely resolution.

● Provide ticket metrics and operational reporting for daily stand-ups and weekly operations meetings.

Technical Delivery

● Act as senior technical resource and subject matter expert for Windows and macOS endpoints, Microsoft 365, Intune, Active Directory/Entra ID, and enterprise applications.

● Resolve complex escalated incidents spanning hardware, software, network connectivity, and government-furnished equipment (GFE).

● Support smart card/PIV and multifactor authentication issues for headquarters staff.

● Identify recurring incidents and drive problem-management root-cause resolution to reduce repeat volume.

Quality, Documentation & Coaching

● Ensure the team meets all Performance Requirements Summary (PRS) thresholds, including ≥90% First Contact Resolution, ≥90% customer satisfaction, and Tier II resolution within 16 business hours.

● Author and maintain standard operating procedures (SOPs) and knowledge base articles; own support-process documentation for assigned areas.

● Provide coaching, training, and onboarding support to Tier I and Tier II analysts; assist with problem solving and conflict management.

● Apply and reinforce ITIL 4-aligned incident, request, problem, and change management practices.

Required Qualifications

● Bachelor's degree in Information Technology, Computer Science, or a related field — or equivalent additional experience.

● Five (5) or more years of progressive IT service desk or desktop support experience, including at least two (2) years in a lead role.

● Demonstrated expertise supporting Windows and macOS endpoints, Microsoft 365, Active Directory/Entra ID, and Intune or comparable endpoint management tooling.

● Hands-on experience with an enterprise ITSM/ticketing platform (BMC Track-It!, ServiceNow, Remedy, or similar).

● Proven track record operating in an SLA-driven support environment with measured performance targets.

● Excellent written and verbal communication skills, with the ability to interface professionally with executive-level stakeholders.

● U.S. Citizenship required. Must be able to obtain and maintain a Tier 2 Moderate Risk Public Trust clearance and PIV/HSPD-12 credential.

● Must be able to work on-site at Peace Corps Headquarters in Washington, DC.

Preferred Qualifications

● ITIL 4 Foundation certification.

● CompTIA Security+, HDI Support Center Team Lead, or HDI Desktop Advanced Support Technician certification.

● Prior experience supporting a federal agency, including familiarity with federal security and privacy requirements.

● Direct experience with BMC Track-It! and/or Genesys Cloud CX contact center platforms.

● Experience supporting executive or VIP user populations.

● Familiarity with asset management systems such as IBM Maximo.