Support Team Lead

Support Team Lead – CommIT Enterprises, Inc.

Join CommIT Enterprises, Inc. as a Support Team Lead. This senior technical leadership role oversees the day‑to‑day operations, performance, and customer engagement of the ePS Support Team. You will be the primary operational and escalation interface between ePS customers and internal technical teams, ensuring service delivery excellence, customer satisfaction, and adherence to ITIL‑aligned service management practices.

Overview
CommIT, founded in 2001, is a Certified Veteran‑Owned Small Business (CVOSB) that delivers advanced technical engineering and data science services to clients such as the Department of Defense (DoD) GCSS‑MC, CAC2S, TBMCS‑MC, and the Department of Veterans Affairs (VA) telehealth communications. Our offerings include acquisition management, systems engineering, Agile software development, cloud management, IT modernization, data analytics, cybersecurity, training, and cutting‑edge Dev Sec Ops , automated testing, and mobile application development.

• Customer Engagement & Service Excellence
  • 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 with professional, calm, 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 to 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
  • Prior hands‑on technical experience (e.g., Linux system administration, Dev Sec Ops  engineering, infrastructure engineering).
  • 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.

• Master’s degree with 8 years of experience (or Bachelor’s with 10 years) in Computer Science, Software Engineering, Computer Engineering, Mathematics, or a related 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
• Dev Sec Ops  Engineer
• Infrastructure / Platform Engineer
• Network or Systems Engineer
• Demonstrate…