Tier 2 Support Lead

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 cause analysis for recurring or high-impact issues coordinating corrective actions and preventive measures.
Ensures Tier 2 support activities align with established processes service levels and operational requirements maintaining consistency and quality of support delivery.
Coordinates Tier 2 support inputs to operational reporting ensuring accurate documentation of issues resolutions and trends.
Mentors and guides Tier 2 support staff promoting technical proficiency adherence to procedures and continuous improvement of support operations.

Required Qualifications

Must hold or be able to obtain and maintain a Secret Clearance
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.

Desired Qualifications

Masters Degree

About PingWind

PingWind is focused on delivering outstanding services to the federal government. We have extensive experience in the fields of cybersecurity development IT infrastructure supply chain management and other professional services such as system design and continuous improvement. PingWind is an SBA certified Service-Disabled Veteran-Owned Small Business (SDVOSB) with offices in Northern Virginia and Huntsville AL.

Our benefits include:

Eleven Federal Holidays
Paid Time Off accrued each pay period
Parental Leave
Three medical plan choices with generous employer contribution
Dental and Vision Insurance
Company paid Short-Term and Long-Term Disability
Company paid Life and AD&D Insurance
401k with competitive matching and vesting schedule
Continuing education assistance
Short Term / Long Term Disability & Life Insurance
Medical Dependent Care and Commuter Flexible Spending Accounts
Employee Assistance Program
Wellness benefits include Calm Health app and WellHub gym subsidy (formerly GymPass)
529 College Savings Plan
Legal Insurance
Pet Insurance

Veterans are encouraged to apply

PingWind Inc. does not discriminate in employment opportunities terms and conditions of employment or practices on the basis of race age gender religious or political beliefs national origin or heritage disability sexual orientation or any characteristic protected by law.