Job Description

Support Lead

KeenLogic is seeking a Support Lead to support a federal program with the U.S. Consumer Product Safety Commission (CPSC). This role will manage day-to-day operations of the eFiling Tier 1 and Tier 2 service desk, ensuring timely resolution of technical issues and high-quality support for external users.

You will lead and oversee a team responsible for assisting external users with complex system issues and ensuring consistent, high-quality service delivery. In this role, you will guide troubleshooting efforts, monitor application performance trends, and drive continuous improvement through data analysis and process optimization. This position blends technical leadership, team management, and customer engagement in a fast-paced, collaborative environment.

Candidates must be able to support onsite work at CPSC Headquarters in Bethesda, MD. This position supports a long-term federal contract with a base year and four option years, offering up to five years of continued work. This is a full-time position with core hours aligned to standard business hours.

Security Requirements

• Must be able to pass a federal background investigation (PIV)

• Must comply with all CPSC security and privacy requirements

Required Qualifications

• Minimum 5+ years of experience troubleshooting complex IT systems

• Experience managing or leading a service desk/help desk team

• Strong customer-facing communication skills

• Experience supporting web-based or SaaS applications

• Experience with ticketing systems (Jira, ServiceNow, etc.)

Required Experience

• Strong background in troubleshooting hardware, software, network, and user access issues

• Demonstrated ability to prioritize and manage high-volume support requests in a fast-paced environment

• Experience developing and improving support processes, workflows, and documentation

• Solid understanding service management best practices

• Hands-on experience with user account management

• Ability to analyze support metrics and generate reports to drive performance improvements

• Experience coordinating escalations and working with cross-functional technical teams

• Strong customer service orientation with a track record of improving user satisfaction

Duties and Responsibilities

• Lead and manage Tier 1 and Tier 2 support teams

• Oversee ticket triage, escalation, and resolution processes

• Serve as escalation point for complex technical and user issues

• Ensure service desk operations meet SLA and KPI requirements

• Support direct engagement with trade community users and stakeholders

• Monitor and analyze ticket trends and performance metrics

• Coordinate with Program Manager on reporting and staffing needs

• Ensure proper use of Jira or approved ticketing system

• Support development of SOPs and documentation

Preferred Qualifications

• Experience supporting external/end-user communities

• Experience in federal IT environments

• Experience with performance metrics and reporting