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Customer Support LeadThis is a full-time, position that will be responsible for overseeing all processes comprising dayto-day operations of Tier 2 deskside and customer support. The Customer Support Lead isresponsible for achieving high quality Tier 2 operations for both incident support and requestfulfilment, striving to meet Service Level Agreements resulting in high customer satisfactionlevels. Works with the Service Desk Manager to improve customer service standards throughcommunication techniques, work instructions, training, and dashboards. This position isresponsible for the interaction and engagement with the federal lead.Responsibilities include, but are not limited to: Managing Service Desk Tier 2 and Customer Support personnel in the performance ofdaily responsibilities; Provides ongoing quality assurance and feedback; Facilitating Readiness Review of new systems and services transitioning to Service Deskoperations; Managing the development of SOPs, training material and knowledge articles to bepublished for Service Desk and customer; Working directly with customers when incident, request or problem escalation is viewedas necessary; Serving as liaison for issues requiring CFPB or vendor support; Delivering management level reporting; Produce management information, including KPIs and reports, and perform trend analysis. Ensure efficient flow of tickets through Service Desk Tier 2; and Address areas where Priority 1 through Priority 5 service level targets have not been metby Service Desk.Qualifications: Minimum of three (3) years experience in customer support lead position; Demonstrated experience managing Tier 2/Customer Support operations and personnel; Strong knowledge of computer troubleshooting, process development, analysis, criticalthinking and problem-solving skills; Strong knowledge of Active Directory, ServiceNow (or similar tools) and experiencecreating and analyzing reports; Working knowledge of ServiceNow software or similar software, including the ability tocreate ad hoc reports, manage work/ticket queues, and workflow automation; Demonstrated experience developing and utilizing reporting systems to provide metricsreporting in support of Continuous Service Improvement; Demonstrated ability for oral and written communication with the highest levels ofmanagement; and ITIL Foundation certification V4.