Tier 2 Support - Team Lead

Evolver is an information technology, cybersecurity, and digital transformation company supporting national defense, federal civilian agencies, and Fortune 500 organizations. We help customers secure critical systems, modernize enterprise technology, and solve complex operational challenges through integrated technology capabilities spanning cybersecurity, enterprise IT infrastructure, cloud, software development, data analytics, legal technology and eDiscovery, applied AI, and electronic security systems. Our teams combine deep technical expertise with mission understanding to deliver secure, reliable, and scalable solutions that advance performance in high-stakes environments.

Position Overview:

The Tier 2 Team Lead oversees and manages a team of Tier II technicians delivering remote technical support for USDA customers. This is a fully remote, after-hours position responsible for the day-to-day operations of the service desk outside of standard business hours, ensuring quality, SLA compliance, and excellent customer service across the assigned shift. The Team Lead leads and coordinates a distributed team, serves as the primary escalation point, and reports on performance to the COR and government stakeholders.

Work Schedule & Remote Requirements

This is a fully remote, after-hours position. The assigned shift will be identified during the hiring process. Coverage is provided across three windows:

• Evening shift: 4:30 PM – 1:00 AM.
• Overnight shift: 1:00 AM – 8:30 AM.
• Mixed/weekend shift: a combination of hours that includes a weekend shift of 8:00 AM – 4:30 PM.
• Reliable high-speed internet connection and a secure, distraction-free home workspace are required.
• Must be able to lead, coordinate, and supervise a distributed team independently with minimal direct oversight during evening, overnight, weekend, and holiday periods.
• Availability to work scheduled after-hours, weekend, and holiday shifts as assigned.
• Government-furnished equipment must be maintained and secured in accordance with USDA policy.

Responsibilities:

Team Leadership & Operations

• Supervise helpdesk employees, including performance management, workflow management, and training, with a focus on excellent customer service; assist the team in ticket resolution when needed.
• Act as an escalation point for the team and respond to all escalations.
• Assign, monitor, and maintain technician staffing levels across after-hours shifts to ensure continuous coverage.
• Train, coach, and mentor technicians and Tier 1 agents through ticket audits and feedback.
• Other duties as assigned.

Quality, SLA & Reporting

• Ensure adherence to quality standards throughout the entire scope of work.
• Ensure SLA compliance.
• Ensure service desk team KPIs are monitored and evaluated, actions are assigned and taken accordingly, and IT ticket analysis and established KPIs are reported.
• Ensure proper documentation of all tickets in the ticket tracking system (currently BMC Remedy).
• Ensure accurate and timely completion and delivery of daily, weekly, and monthly reports.
• Respond to all requests from the COR or other COR-designated government representative in a timely manner.

Service Delivery & Coverage

• Monitor real-time ticket queues and phone, chat, and remote-support channels to ensure prompt response throughout the after-hours shift.
• Redirect and manage queues so tickets are routed appropriately and resolved within SLA.
• Oversee escalations to Tier 3 and coordinate with adjacent shifts for seamless handoffs.

Basic Qualifications

• Bachelor's degree in Information Technology or a related field, or 8 years of equivalent job experience.
• 3 years of relevant Help Desk/Technical Support team lead or supervisory experience.
• 3 years of hands-on experience troubleshooting and resolving IT issues across desktops/laptops, operating systems (Windows 10/11), O365, Adobe, Active Directory, wireless devices, and network connectivity.
• 3 years of experience supporting VTC/conference-room equipment, MS Teams, Skype, WebEx, WiFi, VPN, Citrix, print queues, and remote support/remote desktop tools.
• US Citizen with the ability to pass a comprehensive background check and maintain a favorable Public Trust background status.

Preferred Qualifications

• 5 years of relevant work experience, including team lead or supervisory experience.
• ITIL Foundation (v4) certification highly desired.
• HDI Support Center Team Lead certification highly desired.
• Relevant industry certifications are a plus (e.g., CompTIA A+, Network+, or Security+; Microsoft 365 Certified).
• Excellent customer service skills with superior problem-solving and critical-thinking ability.
• 5 years of hands-on experience troubleshooting and resolving IT issues across desktops/laptops, operating systems (Windows 10/11), O365, Adobe, Active Directory, wireless devices, and network connectivity.
• 5 years of experience supporting VTC/conference-room equipment, MS Teams, Skype, WebEx, WiFi, VPN, Citrix, print queues, and remote support/remote desktop tools.

Evolver is an equal opportunity employer and welcomes all job seekers. It is the policy of Evolver not to discriminate based on race, color, ancestry, religion, gender, age, national origin, gender identity or expression, sexual orientation, genetic factors, pregnancy, physical or mental disability, military/veteran status, or any other factor protected by law.

Actual salary will depend on factors such as skills, qualifications, experience, market and work location. Evolver offers competitive benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies.