What are the responsibilities and job description for the Tier 2 Lead position at SES Corporation?
Years of Experience: 5 years of experience
Education Requirements: Bachelor's degree in IT, Computer Science, or related discipline
Program Description: The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support; and management of escalation across all tiers.
Position Description: Supervises the Tier 2 support team, providing technical guidance and oversight for escalated incidents and service requests. Manages team performance, ensures adherence to SLAs, mentor staff, and coordinates with Tier 3 and other IT teams to resolve complex technical issues efficiently while maintaining high service quality..
Responsibilities:
Required Skills:
SES provides a competitive salary and the following benefits:
Education Requirements: Bachelor's degree in IT, Computer Science, or related discipline
Program Description: The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support; and management of escalation across all tiers.
Position Description: Supervises the Tier 2 support team, providing technical guidance and oversight for escalated incidents and service requests. Manages team performance, ensures adherence to SLAs, mentor staff, and coordinates with Tier 3 and other IT teams to resolve complex technical issues efficiently while maintaining high service quality..
Responsibilities:
- Troubleshooting complex hardware, software, and network issues escalated from Tier 1
- Managing ticket queues
- Collaborating with other IT teams
- Identifying long-term solutions to recurring problems to improve overall support efficiency and user satisfaction
- Mentoring staff
Required Skills:
- Bachelor's degree in IT, Computer Science, or related discipline or four additional years of experience if no degree
- Public trust security clearance
- CompTIA A *, HDI Desktop Support Technician*, ITIL v4 Foundations* are preferred
- Organizational Skills: Can plan and prioritize work. Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to detail
- Team Work: Able to enthuse and maintain project interest. Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way
- Leadership: Acute business acumen and understanding of organizational issues and challenges. Able to work effectively at all levels in an organization.
- Communications: Ability to communicate clearly and efficiently to team members and clients, verbally and in writing. Able to present ideas in a variety of ways depending upon audience and context. Excellent active listening skills
- Quantitative Management: Ability to determine process measures and track to determine process effectiveness and efficiency
- Problem Solving: Natural inclination for planning strategy and tactics. Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions
- Results oriented: Able to drive things forward regardless of personal interest in the task
SES provides a competitive salary and the following benefits:
- Medical
- Dental
- Vision
- AD&D
- STD
- LTD
- Company paid Life Insurance
- 401k with employer contribution
- Paid Time Off
- Pet Insurance
