Support Team Lead

Overview

CommIT Enterprises, Inc. is seeking a highly skilled Support Team Lead. The ePS Support Team Lead is a senior technical leadership role responsible for the day-to-day oversight, performance, and customer engagement of the ePS Support Team. This individual serves as the primary operational and escalation interface between the ePS customer and internal technical teams, ensuring service delivery excellence, customer satisfaction, and adherence to ITIL-aligned service management practices. 

This role requires a rare combination of strong customer-facing skills, proven service desk or Agile leadership experience, and hands-on technical expertise. The ePS customer environment is high-demand and mission-critical; therefore, the Team Lead must be capable of de-escalating dissatisfied stakeholders while maintaining technical credibility and operational discipline. 

Established in 2001, CommIT is a Certified Veteran-Owned Small Business (CVOSB) providing innovative technical engineering and data science services. Our enterprise systems support includes the Department of Defense’s (DoD) GCSS-MC, CAC2S, TBMCS-MC, and the Department of Veteran’s Affairs’ (VA) telehealth communications. We offer acquisition management, systems engineering, Agile software development, cloud management, IT modernization, data analytics, cybersecurity, and training, including leading-edge DevSecOps, automated testing, and mobile application development.

Responsibilities

Your essential job functions will include but may not be limited to-

• Customer Engagement & Service Excellence
  • Act as the primary customer-facing lead for ePS support operations.
  • Proactively manage customer expectations, communications, and service delivery during normal operations and high-stress escalation events.
  • De-escalate customer dissatisfaction through professional, calm, and solutions-oriented engagement.
  • Lead and participate in incident calls, problem resolution meetings, and customer briefings.
  • Ensure customer concerns are translated into actionable tasks and tracked through resolution.
• Service Desk & Operational Leadership
  • Lead daily operations of the ePS Support Team, ensuring effective workload management and prioritization.
  • Operate within an ITIL-aligned service management framework or SAFe/Agile operational model.
  • Conduct or oversee:
    • Daily stand-ups / operational syncs
    • Incident, problem, and request management
    • SLA tracking and service performance monitoring
  • Ensure tickets are properly categorized, prioritized, documented, and resolved within defined service levels.
  • Coordinate across Tier 1, Tier 2, Tier 3, and engineering teams as required.
• Technical Leadership & Hands-On Capability
  • Bring prior hands-on technical experience (e.g., Linux system administration, DevSecOps engineering, infrastructure engineering, or similar).
  • Demonstrate the ability to:
    • Understand technical issues at depth
    • Review logs, configurations, and system outputs
    • Ask technically relevant questions during troubleshooting
  • Step in to perform limited hands-on technical work during critical situations or staff shortages when required.
  • Serve as a technical bridge between the customer and engineering teams.
• Team Leadership & Development
  • Lead, mentor, and coach support team members.
  • Set clear expectations for performance, accountability, and professional conduct.
  • Identify skill gaps and support training and development plans.
  • Foster a culture of ownership, responsiveness, and continuous improvement.
• Process, Reporting, and Continuous Improvement
  • Ensure service desk processes are documented, repeatable, and auditable.
  • Lead post-incident reviews, root cause analyses, and corrective action planning.
  • Identify operational inefficiencies and recommend improvements to tooling, workflows, or staffing models.
  • Provide regular status reports and metrics to leadership, including:
    • Incident trends
    • SLA performance
    • Customer satisfaction indicators
  • Support compliance, governance, and audit requirements as applicable. 

Qualifications

Required Experience and Education:

• Master’s degree with 8 years of experience (or Bachelors with 10 years of experience) in Computer Science, Software Engineering, Computer Engineering, Mathematics or relevant field. Degree may be substituted with additional relevant industry experience and / or industry accepted training and certification.
• Proven customer service and customer engagement experience, including direct interaction with demanding or dissatisfied customers.
• One or more of the following:
  • Prior leadership of an ITIL-based service desk
  • Scrum Master certification or equivalent Agile leadership experience
• Prior hands-on technical role, such as:
  • Linux Systems Administrator
  • DevSecOps Engineer
  • Infrastructure / Platform Engineer
  • Network or Systems Engineer
• Demonstrated ability to multitask, prioritize effectively, and operate under pressure.
• Strong written and verbal communication skills suitable for technical and non-technical audiences. 

Preferred Qualifications:

• ITIL Foundation or higher certification
• SAFe, Agile, or Lean IT experience in enterprise or government environments
• Experience supporting mission-critical or regulated environments
• Familiarity with:
  • Ticketing systems (e.g., Jira Service Management, ServiceNow)
  • Cloud platforms (AWS, Azure, or GovCloud)
  • Monitoring and alerting tools
• Experience leading distributed or hybrid teams 

Security Requirements:

• Secret Clearance
• Security Certification  

Equal Opportunity Employer:

CommIT Enterprises, Inc. is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.