Tier 2 End User Support Team Lead
41-Pyeongtaek
Careers (External)
Req #: 7844
Type: Full-Time
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Overview: GovCIO is hiring a Tier 2 End User Support Team Lead to support the USFK USACIAS-P program in the Republic of Korea (South Korea). This position will be located at USAG Humphreys, Pyeongtaek, Korea, and will be a fully onsite position. Responsibilities: Directs a team of technicians responsible for intermediate-level troubleshooting and technical assistance to end users in DoD and military environments. This role focuses on managing escalated Tier 1 issues, providing timely resolution of hardware, software, network, and application problems, and ensuring high-quality support for mission-critical systems, including classified and coalition networks. The lead mentors staff, optimizes support processes, coordinates with Tier 3 and other technical teams, and maintains operational readiness for user support of U.S. and partner forces. * Lead, mentor, and supervise the Tier 2 End User Support team in daily operations and escalated ticket resolution * Oversee intermediate troubleshooting, diagnosis, and resolution of hardware, software, connectivity, and configuration issues * Manage ticket escalation to Tier 3, systems engineering, or cybersecurity teams as required * Develop and enforce standard operating procedures, knowledge base content, and performance metrics for the team * Provide technical guidance, training, and quality assurance for end-user support activities * Ensure accurate documentation, reporting, and compliance with DoD and military support standards Qualifications: Required Skills and Experience * Bachelor's Degree with 0 - 2 years or commensurate experience * Clearance Level: Secret * Leading and supervising Tier 2 end user support or help desk teams in DoD, military, or government environments to deliver effective technical assistance and team performance * Performing intermediate to advanced troubleshooting and support for end users on networked systems, hardware, software applications, and configurations in secure or operational settings * Developing support procedures, training materials, or basic automation to improve ticket resolution efficiency and team capabilities Preferred Skills and Experience * Providing Tier 2 end user support on CENTRIXS-K (CX-K) or similar bilateral/multinational coalition networks in DoD coalition environments * Managing escalated support cases, knowledge base maintenance, and user training for classified military systems such as CENTRIXS-K or other DoD secure enclaves * Creating and maintaining technical documentation, SOPs, and compliance records for end user support operations on secure coalition networks like CENTRIXS-K
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