Tier 2 End User Support Team Lead

GovCIO is hiring a Tier 2 End User Support Team Lead to support the USFK USACIAS-P program in the Republic of Korea (South Korea). This position will be located at USAG Humphreys, Pyeongtaek, Korea, and will be a fully onsite position.

Directs a team of technicians responsible for intermediate-level troubleshooting and technical assistance to end users in DoD and military environments. This role focuses on managing escalated Tier 1 issues, providing timely resolution of hardware, software, network, and application problems, and ensuring high-quality support for mission-critical systems, including classified and coalition networks. The lead mentors staff, optimizes support processes, coordinates with Tier 3 and other technical teams, and maintains operational readiness for user support of U.S. and partner forces.

•  

  Lead, mentor, and supervise the Tier 2 End User Support team in daily operations and escalated ticket resolution

• Oversee intermediate troubleshooting, diagnosis, and resolution of hardware, software, connectivity, and configuration issues

• Manage ticket escalation to Tier 3, systems engineering, or cybersecurity teams as required

• Develop and enforce standard operating procedures, knowledge base content, and performance metrics for the team

• Provide technical guidance, training, and quality assurance for end-user support activities

• Ensure accurate documentation, reporting, and compliance with DoD and military support standards

Required Skills and Experience

• Bachelor’s Degree with 0 - 2 years or commensurate experience
• Clearance Level: Secret
• Leading and supervising Tier 2 end user support or help desk teams in DoD, military, or government environments to deliver effective technical assistance and team performance
• Performing intermediate to advanced troubleshooting and support for end users on networked systems, hardware, software applications, and configurations in secure or operational settings
• Developing support procedures, training materials, or basic automation to improve ticket resolution efficiency and team capabilities

Preferred Skills and Experience

• Providing Tier 2 end user support on CENTRIXS-K (CX-K) or similar bilateral/multinational coalition networks in DoD coalition environments
• Managing escalated support cases, knowledge base maintenance, and user training for classified military systems such as CENTRIXS-K or other DoD secure enclaves
• Creating and maintaining technical documentation, SOPs, and compliance records for end user support operations on secure coalition networks like CENTRIXS-K

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

What You Can Expect

Interview & Hiring Process

If you are selected to move forward through the process, here’s what you can expect:

• During the Interview Process
• Virtual video interview conducted via video with the hiring manager and/or team
• Camera must be on
• A valid photo ID must be presented during each interview

• During the Hiring Process
• Enhanced Biometrics ID verification screening
• Background check, to include:
• Criminal history (past 7 years)
• Verification of your highest level of education
• Verification of your employment history (past 7 years), based on information provided in your application

Employee Perks

At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:

• Employee Assistance Program (EAP)
• Corporate Discounts
• Learning & Development platform, to include certification preparation content
• Training, Education and Certification Assistance*
• Referral Bonus Program
• Internal Mobility Program
• Pet Insurance
• Flexible Work Environment

*Available to full-time employees

Our employees’ unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.