Tier 3 End User Support Team Lead
41-Pyeongtaek
Careers (External)
Req #: 7838
Type: Full-Time
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Overview: GovCIO is hiring a Tier 3 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: Oversees a high-level technical support team responsible for resolving complex, escalated end-user issues in demanding DoD and military environments. This role focuses on leading advanced troubleshooting, hardware/software support, remote assistance, and user training for mission-critical systems, including classified coalition networks. The lead ensures rapid resolution of Tier 3 incidents, maintains high customer satisfaction, drives process improvements, and coordinates with other technical teams to minimize downtime and support operational readiness for U.S. and partner forces. * Lead, mentor, and supervise the Tier 3 End User Support team in handling escalated technical issues and providing expert-level assistance * Oversee advanced troubleshooting, diagnosis, and resolution of complex hardware, software, application, network, and configuration problems * Coordinate with Tier 1/2 support, systems engineering, cybersecurity, and other teams for seamless issue escalation and resolution * Develop and implement support procedures, knowledge base articles, scripts, and automation to improve efficiency and first-contact resolution * Ensure high-quality documentation, performance reporting, user training, and compliance with DoD and military support standards * Monitor support metrics and recommend improvements to enhance end-user experience and system availability in operational environments Qualifications: Required Skills and Experience * Bachelor's (or equivalent) with 2 - 4years of experience, or commensurate experience * Clearance Level: Secret * Leading and supervising Tier 3 end user support or help desk teams in DoD, military, or government environments to deliver timely and effective technical resolutions * Providing advanced hands-on troubleshooting and support for end users on complex networked systems, hardware, software applications, and configurations in secure or classified settings * Creating and utilizing scripts or automation tools to streamline support processes, resolve recurring issues, and improve team efficiency Preferred Skills and Experience * Delivering Tier 3 end user support on CENTRIXS-K or similar bilateral/multinational coalition networks in DoD coalition operational environments * Managing escalated support, incident tracking, and user training for classified military systems such as CENTRIXS-K or other DoD secure enclaves * Developing and maintaining detailed support documentation, knowledge bases, SOPs, and compliance records for end user support on secure coalition networks like CENTRIXS-K #NSS #DL
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