Tier 2 Lead
 Systems Engineering Solutions Corporation | |
life insurance, paid time off, 401(k)
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 United States, Virginia, Alexandria | |
 Sep 26, 2025 | |
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Description
Years of Experience: 5 years of experience Education Requirements: Bachelor's degree in IT, Computer Science, or related discipline Program Description: The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support; and management of escalation across all tiers. Position Description: Supervises the Tier 2 support team, providing technical guidance and oversight for escalated incidents and service requests. Manages team performance, ensures adherence to SLAs, mentor staff, and coordinates with Tier 3 and other IT teams to resolve complex technical issues efficiently while maintaining high service quality.. Responsibilities: * Troubleshooting complex hardware, software, and network issues escalated from Tier 1 * Managing ticket queues * Collaborating with other IT teams * Identifying long-term solutions to recurring problems to improve overall support efficiency and user satisfaction * Mentoring staff Required Skills: * Bachelor's degree in IT, Computer Science, or related discipline or four additional years of experience if no degree * Public trust security clearance * Preferred Skills * CompTIA A+*, HDI Desktop Support Technician*, ITIL v4 Foundations* are preferred Soft Skills: * Organizational Skills: Can plan and prioritize work. Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to detail. * Team Work: Able to enthuse and maintain project interest. Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way. * Leadership: Acute business acumen and understanding of organizational issues and challenges. Able to work effectively at all levels in an organization. * Communications: Ability to communicate clearly and efficiently to team members and clients, verbally and in writing. Able to present ideas in a variety of ways depending upon audience and context. Excellent active listening skills. * Quantitative Management: Ability to determine process measures and track to determine process effectiveness and efficiency. * Problem Solving: Natural inclination for planning strategy and tactics. Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions. * Results oriented: Able to drive things forward regardless of personal interest in the task. SES provides a competitive salary and the following benefits:
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