Project Manager - Customer Support Lead
Customer Support Lead - Project Manager
Position Summary
The Customer Support Lead serves as the senior leader responsible for ensuring the DCSA workforce is equipped with reliable, secure, and effective end-user technology and support services to enable mission success.
This role is the primary contractor point of accountability for customer-facing IT service delivery, providing unified leadership across Service Desk operations, Desktop Engineering, and end-user lifecycle management. The position ensures a seamless and positive technology experience for all users across DCSA’s enterprise environment.
The Customer Support Lead directs a multi-disciplinary, geographically dispersed team, driving operational excellence, improving service delivery performance, and ensuring all contractual Performance Requirements and Service Level Agreements (SLAs) are consistently met or exceeded.
Key Responsibilities
Serve as the operational lead for enterprise IT customer support services
Oversee Service Desk operations, ensuring timely resolution of incidents and service requests
Lead Desktop Engineering and endpoint management functions, including configuration, deployment, and sustainment
Manage lifecycle activities for end-user hardware and software assets
Oversee support for end-user infrastructure, including printers, mobile devices, and telecom equipment
Establish and track performance metrics, SLAs, and customer satisfaction measures
Develop and execute customer support and service delivery strategy
Communicate performance, risks, and operational status to Government leadership
Drive adoption of ITIL/ITSM best practices, including incident, problem, and change management
Lead continuous service improvement initiatives using operational data and customer feedback
Direct and coordinate a geographically dispersed support organization
Ensure compliance with DoD cybersecurity policies, RMF, and organizational requirements
Support after-hours operations, surge activities, and escalations as required
Work Location
Primary Location:
Russell Knox Building (RKB), Quantico, VA
Travel:
Incidental travel required
Hours of Operation
Standard hours: Monday – Friday, 8:00 AM – 5:00 PM ET
Must support after-hours operational requirements as needed
Required Qualifications
Experience:
Minimum 10 years of experience in Program or Project Management within DoD and/or IC environments
Demonstrated experience leading enterprise IT support or service delivery organizations
Education:
Bachelor’s degree in computer science, Information Technology, Engineering, or related field
Certifications:
Project Management Professional (PMP)
DoD 8570/8140 IAT Level III certification (e.g., CASP+, CISSP, or equivalent)
Clearance:
Active Secret clearance, with eligibility to obtain Top Secret / SCI
Other Requirements:
U.S. Citizenship required
Ability to serve as a Full-Time Key Personnel
Strong leadership, communication, and stakeholder engagement skills
Preferred Qualifications
Experience supporting enterprise Service Desk environments
Hands-on experience with ServiceNow or similar ITSM platforms
Familiarity with ITIL frameworks and service delivery models
Experience with Desktop Engineering and endpoint management solutions
Knowledge of Knowledge Management and Customer Experience best practices
Proven ability to lead large, distributed support teams
Experience supporting federal or DoD enterprise environments
Employment Details
Position Type: Full-Time
Labor Category: Computer and Information Systems Manager (Senior)
Key Personnel: Yes
Resume Required: Yes
LOC/LOI Required: Yes
Compensation
Salary Range: $160,000 – $185,000 annually (commensurate with experience and qualifications)
Why This Role
Lead enterprise-wide customer support operations supporting national security
Drive service innovation and continuous improvement across a large-scale IT environment
Operate in a high-visibility leadership role with direct mission impact
Shape the end-user experience for a nationwide workforce