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

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  Primary Location:

  
  
  
  
  • Russell Knox Building (RKB), Quantico, VA
  
  
  
  


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  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

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  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