Mobile Device Customer Service Lead

The Mobile DeviceCustomer Service Leadsupports SEC ISS contract operations by delivering secure reliable mobile device services to SEC end users. This role providesoversight ofend-to-end deployment provisioning and configuration of smartphones tablets hotspots and other wireless devicesin accordance withSEC mobile policy and federal security requirements. TheMobile Device Customer Service Lead ensuresmission operations are sustained through effective device management incident response and integration with enterprise support workflows. The position alsomaintainsoperational readiness through inventory accountability policy compliance andtimelytroubleshooting and restoration of service.

PRIMARY RESPONSIBILITIES

TechnicianSupervision Coordination and Communications

- Engage technicians by phone and email for status blockers and estimated resolution timelines.

- Coordinate handoffs across teams when tickets require specialized or out-of-scope support.

- Providetimelyupdates to stakeholders on critical tickets and queue constraints.

- Support adherence to SOPs governing workflows escalation and service delivery protocols.

- Will have direct reports and be responsible for performance reviews

Ticket Queue Management

- Manage all IT support tickets assigned to technicians to ensuretimelyprogression and resolution.

- Triage and route tickets based on impact urgency and priority to align with SEC service expectations.

- Reassign tickets to available technicians to balance workloads andmaintainqueue throughput.

-Maintainaccurateticket states ownership and documentation in the IT service management system.

SLA Monitoring and Prioritization

- Monitor ticketagingand SLA clocks;take actionon at-risk or overdue tickets.

- Enforce priority-based processing to ensure higher-impact incidents are addressed first.

- Escalate unresolved or blocked tickets through defined escalation paths for rapid restoration of service.

- Track compliance against service level targets and flag trends requiring management attention.

Reporting and Operational Oversight

- Track and report ticket volumes resolution progress backlog and SLA performance metrics.

- Produce queue status updates for leadership oversight and contract performance management.

-Identifyrecurring ticket patterns and recommend workflow improvements to increase efficiency.

-Maintainhigh-quality ticket data to support dashboards audits and continuous service improvement.

Mobile Device Deployment and Provisioning

- Provide end-to-end deployment support of mobile devices to SEC end users including fulfillment of SEC-approved requests.

- Provision smartphones tablets hotspots and related wireless services in alignment with contract and SEC direction.

- Prepare and stage mobile devices for user assignment ensuring baseline configuration and operational readiness.

- Coordinate device setup and handoff activities to supporttimelyonboarding and replacement cycles.

Configuration and Policy Compliance

- Perform initial device configuration and enrollment to conform with current SEC mobile device policy.

- Apply approved configuration baselines updates and policy changes tomaintainsecure and compliant mobile endpoints.

-Validatedevice compliance with SEC and federal endpoint security requirements escalating noncompliance as.

-Maintainaccurateconfiguration records to support continuity of operations and audit readiness.

Incident Resolution and End-User Support

- Troubleshoot and resolve mobile device incidents including hardware software connectivity and access issues.

- Document actions updates and outcomes in the enterprise ticketing workflow to ensure traceability and continuity.

- Prioritize and escalate unresolved incidentsin accordance withSEC support processes and service expectations.

- Deliver responsive customer support and clear user communications to minimize disruption to SEC workforce productivity.

Inventory Asset Control and Wireless Support

- Perform inventory control for mobile devices andmaintaininventory levels as specified by program requirements.

- Track device lifecycle activities including receipt assignment transfer replacement and decommissioning.

- Support other wireless devices and related services as required by SEC operational needs.

-Assistwith reporting and reconciliation of mobile assets usage and service status to support accountability and planning.

REQUIRED QUALIFICATIONS

Citizenship/Work Authorization: Must have US Citizenship

Clearance: Ability to obtain andmaintainSEC Public Trust (or higher if).

Education: Bachelors in a relevant field (e.g. Information Technology Computer Science Engineering).Additional years of experience may be substituted in lieu of degree.

Experience:

- Minimum 4 years of experience deploying mobile devices includingconfigurationand troubleshooting in an enterprise environment.

- Experience providing end-user support for mobile and wireless devices in a structured enterprise environment.

- Experience performing inventory control and lifecycle tracking for mobile assets.

- Experience performing troubleshooting and incident resolution for mobile device issues.

-must have prior customer service lead experience

Technical Skills:

- End-to-end mobile device deployment and provisioning

- Initial mobile device configurationin accordance withcurrent mobile device policy

- Mobile device inventory control and inventory level maintenance

- Support for wireless devices and related mobile services

- Troubleshooting and incident resolution for mobile device issues

PREFERRED QUALIFICATIONS

- Experience supporting SEC or other federal civilian agency IT service environments.

- Hands-on experience supporting Apple iPhone/iPad mobile deployments in enterprise settings.

- Familiarity with federal endpoint security expectations including zero trust-aligned device compliance practices.

- ITIL 4 Foundation

WORK ENVIRONMENT / OTHER

Operational Support: May require participation in on-call or surge support activities depending on operational needs.

Location: On-site at SEC HQ Washington DC.

Travel: As required per contract direction