Note: The job is a remote job and is open to candidates in USA. Octave Federal provides mission-critical software and actionable intelligence to support organizations across the asset lifecycle, with a focus on the US Federal government and its partners. The Lead Customer Service and Tech Support role directs Help Desk operations, leads the support team as a Tier 3 escalation point, manages personnel and logistics, and resolves complex technical service tickets.
Responsibilities
- Directs daily operations to ensure that the Help Desk operates as a highly professional service meeting all customer SLAs
- As the shift lead and primary Tier 3 escalation point, you will oversee the team's workflow, ensuring requests for assistance are properly logged, assigned, and resolved efficiently
- You will establish, enforce, and optimize change control procedures and troubleshooting protocols for the Support Team
- You will be responsible for team personnel management, including approving timesheets, conducting performance reviews, and actively leading hiring and termination actions
- Additionally, you will manage team logistics and resource allocation, which includes coordinating travel, maintaining equipment inventories, and managing fleet requirements such as rental vans
- You will continue to provide advanced verification, support, and resolution for complex service tickets involving infrastructure, cellular devices, and multi-functional devices
Skills
- CompTIA Security+ Certification (DoD 8140/8570 IAT Level II baseline requirement)
- Bachelor's degree in an IT-related field, or an equivalent combination of education and senior-level experience
- 5 or more years of work experience in an IT-related technical field, with at least 1-2 years in a supervisory, lead, or Tier 3 escalation capacity
- Demonstrated administrative experience, including personnel management (timesheet approval, hiring/firing) and logistical coordination
- Advanced troubleshooting skills and the ability to establish and document standard operating procedures (SOPs)
- Exceptional interpersonal, leadership, and communication skills
- Ability to remain in a stationary position and operate a computer for extended periods
- Occasional ability to move or transport items up to 50 pounds
- Communicate effectively in English (verbal, written) and possess visual and auditory acuity for tasks and safety
- Manage multiple tasks, prioritize, and maintain focus in dynamic environments
- Demonstrate strong problem-solving, critical thinking, and analytical skills
- Maintain consistent attendance, punctuality, and high professional standards
- Must possess an active secret clearance at time of hire
Benefits
- Competitive health care plans with savings accounts
- Dental and vision plans
- 401k with 100% company match up to 6%, with immediate vesting on company match
- Life and disability insurance
- Learning Management System with robust offerings
- Tuition Reimbursement Program
- Flexible working arrangements where possible
- 13 paid holidays per year
- Veterans’ focused Employee Resources Group with regular educational sessions and communications
Company Overview