12,681 Support Lead jobs in the United States

Help Desk Support Lead
Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: Secret
Employee Type: Regular
Percentage of Travel Required: Up to 10%
Type of Travel: Continental US
* * *
**The Opportunity:**
Are you ready to revolutionize financial auditability and transportation logistics? We're seeking a successful, experience Help Desk Support Lead to join our team in implementing a cutting-edge software system that will transform how USTRANSCOM manages finances and supply chains. The ideal candidate will manage a team of help desk technicians, ensuring high-quality IT support for USTRANSCOM personnel and systems.
If you're passionate about leveraging technology to streamline operations and enhance transparency, this is your chance to make a significant impact. Join us in building the future of financial and logistical management!
Responsibilities:
+ Lead and supervise a team of help desk technicians
+ Manage daily help desk operations and workflow
+ Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs)
+ Serve as an escalation point for complex technical issues
+ Liaise with other IT teams and USTRANSCOM stakeholders
+ Implement and maintain help desk processes and procedures
+ Provide regular reporting on help desk performance and metrics
+ Ensure compliance with DoD and USTRANSCOM security policies
Qualifications:
_Required:_
+ Bachelor's degree in IT, Computer Science, or related field
+ 8+ years of IT help desk experience, with at least 2 years in a leadership role
+ Strong domain experience with DoD logistics within USTRANSCOM
+ Strong knowledge of IT service management principles and ITIL framework
+ Experience with ticketing systems and help desk software
+ Familiarity with DoD and government IT environments
+ Excellent communication and leadership skills
+ Active Secret security clearance
+ CompTIA A+ and ITIL certification
_Desired:_
+ Additional certifications such as PMP, CISSP, or CRISC, Security+ Experience with ServiceNow
+ Familiarity with Agile and traditional project management methodologies
+ Top Secret security clearance
-
**___**
**What You Can Expect:**
**A culture of integrity.**
At CACI, we place character and innovation at the center of everything we do. As a valued team member, you'll be part of a high-performing group dedicated to our customer's missions and driven by a higher purpose - to ensure the safety of our nation.
**An environment of trust.**
CACI values the unique contributions that every employee brings to our company and our customers - every day. You'll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.
**A focus on continuous growth.**
Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground - in your career and in our legacy.
**Your potential is limitless.** So is ours.
Learn more about CACI here. ( Range** : There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here ( .
Since this position can be worked in more than one location, the range shown is the national average for the position.
The proposed salary range for this position is:
$61,600-$129,300
_CACI is_ _an Equal Opportunity Employer._ _All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any_ _other protected characteristic._

Title:
Help Desk Support Lead
Belong. Connect. Grow. with KBR!
KBR's National Security Solutions team provides high-end engineering and advanced technology solutions to our customers in the intelligence and national security communities. In this position, your work will have a profound impact on the country's most critical role - protecting our national security.
Help Desk Support Lead - Gravity DevSecOps Pipeline (Top Secret Clearance)
KBR is seeking an experienced Help Desk Support Lead to provide hands-on leadership and oversight of help desk operations for the Gravity DevSecOps Pipeline , supporting U.S. Space Force and Department of Defense (DoD) missions. As the Help Desk Support Lead, you will manage daily technical support activities, resolve complex technical issues, and ensure smooth operation of the pipeline's CI/CD processes. This role requires a deep understanding of IT support and DevSecOps practices, with a focus on ensuring system reliability and security for mission-critical operations.
Why Join Us?
+ Innovative Projects : At KBR , you'll be working on cutting-edge projects that support the U.S. Space Force's most mission-critical operations. Our team is pushing the boundaries of DevSecOps with state-of-the-art CI/CD pipelines, cloud-native architectures, containerization using Kubernetes, and advanced automation tools like Terraform and Ansible. You'll be contributing to systems designed for real-time satellite communication, space domain awareness, and defense technology that are revolutionizing the future of space operations.
+ Collaborative Environment : KBR fosters a dynamic and collaborative atmosphere where cross-functional teams of product manager, engineers, developers, and defense experts work in unison. We practice Agile and DevSecOps principles, ensuring rapid iteration, continuous feedback, and integration across all projects. Our team is passionate, forward-thinking, and united by a mission-first mindset that encourages knowledge sharing, innovation, and problem-solving at every level.
+ Impactful Work : Your work here won't just be limited to software development-it will directly support the Space Force in securing national defense assets and advancing space technology. By supporting KBR initiatives, you'll be at the forefront of innovations that safeguard satellites, enhance space situational awareness, and strengthen U.S. space dominance. Your contributions will have real-world impacts, from improving software resilience to enhancing global communications and security operations in space.
Key Responsibilities :
+ L ead the day-to-day activities of the help desk team, ensuring timely resolution of user issues and escalations.
+ Serve as the primary point of contact for complex technical issues, troubleshooting system, network, and software problems in the Gravity DevSecOps Pipeline.
+ Provide guidance and mentorship to junior support staff, helping them develop skills and improve performance.
+ Manage and respond to all support tickets related to the Gravity pipeline infrastructure, CI/CD tools, and system performance.
+ Ensure uptime and performance of critical systems, including development environments, container platforms (e.g., Docker, Kubernetes), and cloud services.
+ Diagnose and resolve network, server, or software issues, working with development and security teams to ensure mission continuity.
+ Oversee help desk workflows, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs) such as response time and resolution rates.
+ Continuously identify areas for process improvement, automating common support tasks and implementing best practices for efficiency.
+ Assist in the development and maintenance of internal documentation, including troubleshooting guides, procedures, and knowledge base articles.
+ Collaborate with DevOps engineers, developers, and system administrators to ensure effective issue resolution and minimal disruption to development processes.
+ Communicate updates and incident reports to stakeholders, including status updates on ongoing issues or planned maintenance activities.
+ Act as a liaison between help desk staff and upper management to ensure alignment with project goals and priorities.
+ Ensure compliance with all DoD security policies, including adherence to Security Technical Implementation Guides (STIGs) and other government-mandated protocols.
+ Coordinate with the security team to manage security incidents, apply patches, and implement security configurations as required .
+ Maintain the integrity and confidentiality of classified information handled within the help desk environment.
Work Environment:
+ On-site support may be required at military installations or secure facilities.
+ May involve working on highly sensitive and classified projects, requiring adherence to strict security protocols.
Qualification:
Required:
+ Bachelor's degree in Information Technology , Computer Science, or a related field (or equivalent experience).
+ 4 + years of experience in IT support or help desk roles, with at least 1-2 years in a lead or supervisory position.
+ Hands-on experience supporting DevSecOps pipelines, CI/CD tools (e.g., Jenkins, GitLab, Kubernetes), and cloud platforms (e.g., AWS, Azure, Google Cloud).
+ Strong knowledge of Linux/Unix , Mac and Windows environments, including system administration and network troubleshooting.
+ Familiarity with configuration management and automation tools such as Ansible, Terraform, or Chef.
+ Excellent leadership and team collaboration abilities.
+ Strong technical troubleshooting and problem-solving skills in complex IT environments.
+ Effective communication skills to interact with both technical and non-technical personnel.
+ Ability to prioritize multiple tasks, work under pressure, and resolve issues in a timely manner.
+ Commitment to security best practices and ensuring compliance with strict DoD protocols.
+ U.S. citizenship and active Top Secret security clearance.
Desired :
+ Experience supporting DoD or Space Force operations in a DevSecOps environment.
+ Familiarity with DoD cybersecurity compliance frameworks such as RMF, STIGs, and NIST standards.
+ Certifications such as CompTIA Security+, ITIL, or AWS Certified SysOps Administrator.
+ Basic Compensations :
Salary 6 5 - 8 5K
The offered rate will be based on the selected candidate's knowledge, skills, abilities and/or experience and in consideration of internal parity.
Additional Compensation:
KBR may offer bonuses, commissions, or other forms of compensation to certain job titles or levels, per internal policy or contractual designation. Additional compensation may be in the form of sign on bonus, relocation benefits, short term incentives, long term incentives, or discretionary payments for exceptional performance.
Ready to Make a Difference ?
Close with a strong call to action, encouraging potential candidates to apply and highlighting the opportunity to make a significant impact in the role.
KBR Benefits:
KBR offers a selection of competitive lifestyle benefits which could include 401K plan with company match, medical, dental, vision, life insurance, AD&D, flexible spending account, disability, paid time off, or flexible work schedule. We support career advancement through professional training and development.
Inclusion and Diversity at KBR:
At KBR, we are passionate about our people, sustainability, and our Zero Harm culture. These inform all that we do and are at the heart of our commitment to, and ongoing journey toward being a more inclusive and diverse company. That commitment is central to our team of team's philosophy and fosters an environment of real collaboration across cultures and locations. Our individual differences and perspectives bring enhanced value to our teams and help us develop solutions for the most challenging problems. We understand that by embracing those differences and working together, we are more innovative, more resilient.
INCLUSION AND DIVERSITY AT KBR
A t KBR, we are passionate about our people, sustainability, and our Zero Harm culture.
These inform all that we do and are at the heart of our commitment to, and ongoing journey toward being a more inclusive and diverse company. That commitment is central to our team of team's philosophy and fosters an environment of real collaboration across cultures and locations. Our individual differences and perspectives bring enhanced value to our teams and help us develop solutions for the most challenging problems. We understand that by embracing those differences and working together, we are more innovative, more resilient, and safer.
KBR is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.

Help Desk Support Lead
Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: Secret
Employee Type: Regular
Percentage of Travel Required: Up to 10%
Type of Travel: Continental US
* * *
**The Opportunity:**
Are you ready to revolutionize financial auditability and transportation logistics? We're seeking a successful, experience Help Desk Support Lead to join our team in implementing a cutting-edge software system that will transform how USTRANSCOM manages finances and supply chains. The ideal candidate will manage a team of help desk technicians, ensuring high-quality IT support for USTRANSCOM personnel and systems.
If you're passionate about leveraging technology to streamline operations and enhance transparency, this is your chance to make a significant impact. Join us in building the future of financial and logistical management!
Responsibilities:
+ Lead and supervise a team of help desk technicians
+ Manage daily help desk operations and workflow
+ Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs)
+ Serve as an escalation point for complex technical issues
+ Liaise with other IT teams and USTRANSCOM stakeholders
+ Implement and maintain help desk processes and procedures
+ Provide regular reporting on help desk performance and metrics
+ Ensure compliance with DoD and USTRANSCOM security policies
Qualifications:
_Required:_
+ Bachelor's degree in IT, Computer Science, or related field
+ 8+ years of IT help desk experience, with at least 2 years in a leadership role
+ Strong domain experience with DoD logistics within USTRANSCOM
+ Strong knowledge of IT service management principles and ITIL framework
+ Experience with ticketing systems and help desk software
+ Familiarity with DoD and government IT environments
+ Excellent communication and leadership skills
+ Active Secret security clearance
+ CompTIA A+ and ITIL certification
_Desired:_
+ Additional certifications such as PMP, CISSP, or CRISC, Security+ Experience with ServiceNow
+ Familiarity with Agile and traditional project management methodologies
+ Top Secret security clearance
-
**___**
**What You Can Expect:**
**A culture of integrity.**
At CACI, we place character and innovation at the center of everything we do. As a valued team member, you'll be part of a high-performing group dedicated to our customer's missions and driven by a higher purpose - to ensure the safety of our nation.
**An environment of trust.**
CACI values the unique contributions that every employee brings to our company and our customers - every day. You'll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.
**A focus on continuous growth.**
Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground - in your career and in our legacy.
**Your potential is limitless.** So is ours.
Learn more about CACI here. ( Range** : There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here ( .
Since this position can be worked in more than one location, the range shown is the national average for the position.
The proposed salary range for this position is:
$61,600-$129,300
_CACI is_ _an Equal Opportunity Employer._ _All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any_ _other protected characteristic._

We are seeking an experienced and proactive Customer Support Lead to manage our client support operations from a fully remote capacity. This pivotal role involves leading a team of customer service representatives, ensuring exceptional service delivery, and driving continuous improvement in support processes. Your responsibilities will include training and mentoring support staff, handling escalated customer issues, monitoring key performance indicators (KPIs), and developing strategies to enhance customer satisfaction and loyalty. The ideal candidate will have a minimum of 4 years of experience in customer support, with at least 1 year in a supervisory or leadership role. Strong communication, interpersonal, and problem-solving skills are essential. Proficiency with CRM software (e.g., Zendesk, Salesforce) and helpdesk ticketing systems is required. You should be adept at managing challenging customer interactions and motivating a team to achieve service excellence. A deep understanding of customer support best practices and a passion for customer advocacy are crucial. This is a remote-first position, offering the flexibility to work from anywhere within the US, provided you have a reliable internet connection and a dedicated workspace. We offer a competitive salary, excellent benefits, and opportunities for professional development in a supportive and growth-oriented company culture. If you are a natural leader with a commitment to outstanding customer service, we want to hear from you.

Our client is seeking a motivated and experienced Customer Support Lead to guide their support team in **Virginia Beach, Virginia**. This role is essential for ensuring exceptional customer service, resolving complex customer issues, and optimizing support processes. The ideal candidate will possess strong leadership qualities, excellent communication skills, and a deep understanding of customer service best practices. You will be responsible for training, mentoring, and managing a team of customer support representatives, as well as handling escalated customer inquiries. Responsibilities include leading and motivating the customer support team to achieve performance targets; providing training and coaching to support agents; handling escalated customer complaints and resolving them efficiently; monitoring customer support metrics and identifying areas for improvement; developing and implementing customer service policies and procedures; collaborating with other departments to address customer feedback and issues; ensuring customer satisfaction through timely and effective problem resolution; and maintaining a positive and professional demeanor at all times. Experience with customer relationship management (CRM) software and helpdesk systems is a must. If you are passionate about customer advocacy and driving service excellence, we encourage you to apply and lead our client's dedicated support team.

Our client is a rapidly expanding software-as-a-service (SaaS) company dedicated to providing exceptional customer experiences. They are seeking a motivated and experienced Customer Support Lead to join their team in Boston, Massachusetts, US . This hybrid role offers a fantastic opportunity to lead a dedicated support team while contributing to the company's growth, with a mix of in-office and remote work.

As the Customer Support Lead, you will be responsible for managing and guiding a team of customer support representatives, ensuring the timely and effective resolution of customer inquiries and issues. You will set performance standards, provide ongoing training and coaching, and monitor team performance to maintain high levels of customer satisfaction. Your role will involve direct interaction with customers for complex issues, analysis of support trends to identify areas for product or process improvement, and collaboration with other departments to ensure a seamless customer journey. The ideal candidate will have strong leadership abilities, excellent communication skills, and a passion for delivering outstanding customer service.

Key Responsibilities:

• Lead, train, and mentor a team of customer support specialists to achieve performance goals.
• Oversee the daily operations of the customer support function, ensuring timely and effective issue resolution.
• Develop and implement customer support policies, procedures, and best practices.
• Monitor customer interactions across various channels (phone, email, chat) to ensure quality and adherence to standards.
• Handle escalated customer issues and complex problem-solving scenarios.
• Analyze support data and metrics to identify trends, report on performance, and recommend improvements.
• Collaborate with product, sales, and engineering teams to address customer feedback and enhance the customer experience.
• Contribute to the creation and maintenance of customer support knowledge base articles and FAQs.
• Manage scheduling and workload distribution for the support team.
• Foster a positive and collaborative team environment focused on customer success.

The ideal candidate will possess an Associate's or Bachelor's degree, or equivalent practical experience. A minimum of 3-5 years of experience in a customer support role, with at least 1-2 years in a leadership or supervisory capacity, is required. Proven experience in managing a support team, preferably within the SaaS industry, is essential. Excellent interpersonal, communication, and problem-solving skills are paramount. Proficiency with CRM software (e.g., Salesforce, Zendesk) and helpdesk ticketing systems is necessary. The ability to motivate and guide a team, manage multiple priorities, and remain calm under pressure is crucial. You should have a strong understanding of customer service principles and a commitment to exceeding customer expectations in our Boston, Massachusetts, US hybrid environment.

Our client is seeking an experienced and empathetic Customer Support Lead to join their growing team, working remotely. This role is perfect for a dedicated professional who excels in customer service and team leadership, contributing to client satisfaction from anywhere in the US.

As a Customer Support Lead, you will be responsible for overseeing the daily operations of the customer support team, ensuring that all customer inquiries and issues are resolved efficiently and effectively. You will provide guidance and support to customer service representatives, monitor their performance, and conduct training sessions to enhance their skills. Your ability to de-escalate complex customer situations and provide effective solutions will be critical to your success.

This role involves managing the support ticketing system, identifying trends in customer feedback, and collaborating with other departments (such as product development and sales) to address recurring issues and improve the overall customer experience. You will also be responsible for developing and refining customer support policies and procedures, ensuring consistency and quality across all interactions. Excellent communication, problem-solving, and organizational skills are essential for this remote position. You must be comfortable leading a team virtually and fostering a positive and productive work environment.

Key Responsibilities:

• Lead and mentor a team of customer support representatives, fostering a positive and high-performing culture.
• Manage and resolve escalated customer issues, ensuring timely and satisfactory resolutions.
• Monitor customer support performance metrics and implement strategies for improvement.
• Develop and maintain comprehensive knowledge base articles and support documentation.
• Train new support team members on company products, services, and support procedures.
• Identify recurring customer pain points and collaborate with product and engineering teams to implement solutions.
• Analyze customer feedback and support data to identify trends and opportunities for service enhancement.
• Ensure adherence to company policies and customer service standards.
• Contribute to the development of customer support strategies and best practices.

Qualifications:

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 4 years of experience in customer support, with at least 1 year in a leadership or supervisory role.
• Proven experience in managing and motivating a remote support team.
• Exceptional communication, interpersonal, and problem-solving skills.
• Proficiency with CRM software and customer support ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to work independently and manage time effectively in a remote setting.
• Strong understanding of customer service principles and best practices.
• Experience in training and coaching support staff.

Our client is seeking a proactive and customer-centric Customer Support Lead to manage their support operations in **Sacramento, California, US**. This role is responsible for leading a team of customer service representatives, ensuring the delivery of exceptional support, and contributing to the continuous improvement of customer service processes. The ideal candidate will possess strong leadership qualities, excellent problem-solving skills, and a deep understanding of customer service best practices. Responsibilities include coaching and mentoring support staff, handling escalated customer inquiries, analyzing customer feedback, identifying trends, and implementing solutions to enhance customer satisfaction. You will also be involved in training development, performance management, and ensuring adherence to service level agreements (SLAs). A minimum of two years of experience in a customer service leadership role is required, along with proficiency in CRM software and helpdesk ticketing systems. Excellent communication, interpersonal, and organizational skills are essential. Our client offers a competitive salary, comprehensive benefits, and a collaborative work environment within the **Sacramento, California, US** area. If you are a motivated individual passionate about delivering outstanding customer experiences and have a proven ability to lead a team, we encourage you to apply. Your leadership will be instrumental in driving customer loyalty and success.

Our client, a rapidly growing tech company, is seeking an experienced and motivated Customer Support Lead to manage and mentor their support team in Des Moines, Iowa, US . This role is crucial for ensuring exceptional customer service delivery and maintaining high levels of customer satisfaction. You will be responsible for leading a team of customer support representatives, providing training, setting performance goals, and monitoring daily operations. Key duties include handling escalated customer issues, developing support documentation and knowledge base articles, identifying trends in customer inquiries to suggest product or process improvements, and collaborating with other departments to resolve customer problems effectively. The ideal candidate will have a proven track record of at least 4 years in customer service, with a minimum of 2 years in a supervisory or lead role. Excellent communication, interpersonal, and problem-solving skills are essential. You should be adept at motivating and coaching team members, as well as possessing a strong understanding of CRM software and customer support best practices. Familiarity with ticketing systems and support platforms is required. A passion for customer advocacy and a commitment to continuous improvement are highly valued. Our client offers a collaborative work environment, opportunities for career advancement, and a competitive benefits package. Join us to shape the future of customer experience.