Tier 2 Support Lead

Job description

Location: Alexandria, Va. Required Clearance: Must hold or be able to obtain and maintain a Secret Clearance Certifications: ServiceNow (Gov); Microsoft 365 (GCC/GCC High – Teams, SharePoint, Planner); Azure DevOps; GitLab (Gov); AWS GovCloud; Microsoft Azure Government; Splunk Enterprise Security; SolarWinds (Gov); Power BI (GCC); Confluence (Gov) or SharePoint Runbook Libraries. Required Education: BS/BA degree Required Experience: 10 years relevant experience (an additional 4 years experience may be substituted in lieu of degree). Position Description: PingWind is seeking a Tier 2 Support Lead responsible for leading Tier 2 technical support operations to ensure timely resolution of complex incidents and service requests, effective escalation management, and continuity of MODES III system operations. Typical Responsibilities/Tasks: - Leads Tier 2 support activities, providing technical oversight and coordination for the resolution of escalated incidents and service requests. - Serves as the primary escalation point between Tier 1 support, engineering teams, and system owners to ensure efficient issue resolution and minimal operational impact. - Oversees troubleshooting and root...