Support Lead

SupportLead

KeenLogicis seeking aSupportLeadto support a federal program with the U.S. Consumer Product Safety Commission (CPSC). This role willmanage day-to-day operations of theeFilingTier 1 and Tier 2 service desk ensuringtimelyresolution of technical issues and high-quality support for external users.

You will leadandoversee a team responsible forassistingexternal users with complex system issues and ensuring consistent high-quality service this role you will guide troubleshooting effortsmonitorapplication performance trends and drive continuous improvement through data analysis and process optimization. This position blends technical leadership team management and customer engagement in a fast-paced collaborative environment.

Candidates must be able to support onsite work at CPSC Headquarters in Bethesda position supports a long-term federal contract with a base year and fouroptionyears offering up to five years of continued work. This is a full-time position with core hours aligned to standard business hours.

Security Requirements

• Must be able to pass a federal background investigation (PIV)

• Mustcomply withall CPSC security and privacy requirements

Required Qualifications

• Minimum5 years of experience troubleshooting complex IT systems

• Experience managing or leading aservice desk/help desk team

• Strong customer-facing communication skills

• Experience supportingweb-based or SaaS applications

• Experience with ticketing systems (Jira ServiceNow etc.)

Required Experience

• Strong background in troubleshooting hardware software network and user access issues

• Demonstrated ability to prioritize and manage high-volume support requests in a fast-paced environment

• Experience developing and improving support processes workflows and documentation

• Solid understanding service management best practices

• Hands-on experience with user account management

• Ability to analyze support metrics and generate reports to drive performance improvements

• Experience coordinating escalations and working with cross-functional technical teams

• Strong customer service orientation witha track recordof improving user satisfaction

Duties and Responsibilities

• Lead and manage Tier 1 and Tier 2 support teams

• Oversee ticket triage escalation and resolution processes

• Serve as escalation point for complex technical and user issues

• Ensure service desk operations meet SLA and KPI requirements

• Support direct engagement withtrade community users and stakeholders

• Monitor and analyze ticket trends and performance metrics

• Coordinate with Program Manager on reporting and staffing needs

• Ensure proper use ofJira or approved ticketing system

• Support development of SOPs and documentation

Preferred Qualifications

• Experience supportingexternal/end-user communities

• Experience in federal IT environments

• Experience with performance metrics and reporting