CommIT Enterprises, Inc. · 3 hours ago
Support Team Lead
North Charleston, SC
Full-time
Onsite
Senior Level, Lead/Staff
8+ years expCommIT Enterprises, Inc. is seeking a highly skilled Support Team Lead. This role is responsible for the day-to-day oversight, performance, and customer engagement of the ePS Support Team, ensuring service delivery excellence and customer satisfaction while leading a team in a high-demand environment.
AnalyticsBig DataEnterpriseInformation ServicesInformation Technology
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Act as the primary customer-facing lead for ePS support operations
Proactively manage customer expectations, communications, and service delivery during normal operations and high-stress escalation events
De-escalate customer dissatisfaction through professional, calm, and solutions-oriented engagement
Lead and participate in incident calls, problem resolution meetings, and customer briefings
Ensure customer concerns are translated into actionable tasks and tracked through resolution
Lead daily operations of the ePS Support Team, ensuring effective workload management and prioritization
Operate within an ITIL-aligned service management framework or SAFe/Agile operational model
Conduct or oversee: Daily stand-ups / operational syncs, Incident, problem, and request management, SLA tracking and service performance monitoring
Ensure tickets are properly categorized, prioritized, documented, and resolved within defined service levels
Coordinate across Tier 1, Tier 2, Tier 3, and engineering teams as required
Bring prior hands-on technical experience (e.g., Linux system administration, DevSecOps engineering, infrastructure engineering, or similar)
Demonstrate the ability to: Understand technical issues at depth, Review logs, configurations, and system outputs, Ask technically relevant questions during troubleshooting
Step in to perform limited hands-on technical work during critical situations or staff shortages when required
Serve as a technical bridge between the customer and engineering teams
Lead, mentor, and coach support team members
Set clear expectations for performance, accountability, and professional conduct
Identify skill gaps and support training and development plans
Foster a culture of ownership, responsiveness, and continuous improvement
Ensure service desk processes are documented, repeatable, and auditable
Lead post-incident reviews, root cause analyses, and corrective action planning
Identify operational inefficiencies and recommend improvements to tooling, workflows, or staffing models
Provide regular status reports and metrics to leadership, including: Incident trends, SLA performance, Customer satisfaction indicators
Support compliance, governance, and audit requirements as applicable
Qualification
Required
Master's degree with 8 years of experience (or Bachelors with 10 years of experience) in Computer Science, Software Engineering, Computer Engineering, Mathematics or relevant field. Degree may be substituted with additional relevant industry experience and / or industry accepted training and certification
Proven customer service and customer engagement experience, including direct interaction with demanding or dissatisfied customers
One or more of the following: Prior leadership of an ITIL-based service desk, Scrum Master certification or equivalent Agile leadership experience
Prior hands-on technical role, such as: Linux Systems Administrator, DevSecOps Engineer, Infrastructure / Platform Engineer, Network or Systems Engineer
Demonstrated ability to multitask, prioritize effectively, and operate under pressure
Strong written and verbal communication skills suitable for technical and non-technical audiences
Preferred
ITIL Foundation or higher certification
SAFe, Agile, or Lean IT experience in enterprise or government environments
Experience supporting mission-critical or regulated environments
Familiarity with: Ticketing systems (e.g., Jira Service Management, ServiceNow), Cloud platforms (AWS, Azure, or GovCloud), Monitoring and alerting tools
Experience leading distributed or hybrid teams
Secret Clearance
Security+ Certification
Company
CommIT Enterprises, Inc.
Established in 2001, CommIT is a Certified Veteran-Owned Small Business (CVOSB) providing innovative technical engineering and data science solutions to solve our customer’s most demanding requirements.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Bill Hoffer
CEO
Jack Morgan
Chief Information Officer Marine Corps Warfighting Lab / Information Technology Consultant
Company data provided by crunchbase