Pingwind
Tier 2 Support Lead
Alexandria, VA · Staff+
No sponsorshipDetected 126 days ago
GitAWSAzureDevOpsData VisualizationCybersecurityConfluenceSupply ChainCustomer SupportSharePoint
About the role
- 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
Responsibilities
- 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.
- Coordinates Tier 2 support inputs to operational reporting, ensuring accurate documentation of issues, resolutions, and trends.
- Must hold or be able to obtain and maintain a Secret Clearance
- 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.
- Ensures Tier 2 support activities align with established processes, service levels, and operational requirements, maintaining consistency and quality of support delivery.
Requirements
- 10 years relevant experience (an additional 4 years experience may be substituted in lieu of degree).
- Master's Degree About PingWind PingWind is focused on delivering outstanding services to the federal government.
- Mentors and guides Tier 2 support staff, promoting technical proficiency, adherence to procedures, and continuous improvement of support operations.
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This listing is sourced directly from Pingwind's careers page and normalized into a canonical job model.