Tier 3 End User Support Team Lead #7838

Overview

GovCIO is hiring a Tier 3 End User Support Team Lead to support the USFK USACIAS-P program in the Republic of Korea (South Korea). This position will be located at USAG Humphreys, Pyeongtaek, Korea, and will be a fully onsite position.

Responsibilities

Oversees a high-level technical support team responsible for resolving complex, escalated end-user issues in demanding DoD and military environments. This role focuses on leading advanced troubleshooting, hardware/software support, remote assistance, and user training for mission-critical systems, including classified coalition networks. The lead ensures rapid resolution of Tier 3 incidents, maintains high customer satisfaction, drives process improvements, and coordinates with other technical teams to minimize downtime and support operational readiness for U.S. and partner forces.

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  Lead, mentor, and supervise the Tier 3 End User Support team in handling escalated technical issues and providing expert-level assistance

• Oversee advanced troubleshooting, diagnosis, and resolution of complex hardware, software, application, network, and configuration problems

• Coordinate with Tier 1/2 support, systems engineering, cybersecurity, and other teams for seamless issue escalation and resolution

• Develop and implement support procedures, knowledge base articles, scripts, and automation to improve efficiency and first-contact resolution

• Ensure high-quality documentation, performance reporting, user training, and compliance with DoD and military support standards

• Monitor support metrics and recommend improvements to enhance end-user experience and system availability in operational environments

Qualifications

Required Skills and Experience

• Bachelor's (or equivalent) with 2 - 4years of experience, or commensurate experience
• Clearance Level: Secret
• Leading and supervising Tier 3 end user support or help desk teams in DoD, military, or government environments to deliver timely and effective technical resolutions
• Providing advanced hands-on troubleshooting and support for end users on complex networked systems, hardware, software applications, and configurations in secure or classified settings
• Creating and utilizing scripts or automation tools to streamline support processes, resolve recurring issues, and improve team efficiency

Preferred Skills and Experience

• Delivering Tier 3 end user support on CENTRIXS-K or similar bilateral/multinational coalition networks in DoD coalition operational environments
• Managing escalated support, incident tracking, and user training for classified military systems such as CENTRIXS-K or other DoD secure enclaves
• Developing and maintaining detailed support documentation, knowledge bases, SOPs, and compliance records for end user support on secure coalition networks like CENTRIXS-K

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Company Overview

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

What You Can Expect

Interview & Hiring Process

If you are selected to move forward through the process, here’s what you can expect:

• During the Interview Process
• Virtual video interview conducted via video with the hiring manager and/or team
• Camera must be on
• A valid photo ID must be presented during each interview

• During the Hiring Process
• Enhanced Biometrics ID verification screening
• Background check, to include:
• Criminal history (past 7 years)
• Verification of your highest level of education
• Verification of your employment history (past 7 years), based on information provided in your application

Employee Perks

At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:

• Employee Assistance Program (EAP)
• Corporate Discounts
• Learning & Development platform, to include certification preparation content
• Training, Education and Certification Assistance*
• Referral Bonus Program
• Internal Mobility Program
• Pet Insurance
• Flexible Work Environment

*Available to full-time employees

Our employees’ unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.

Pay range: $105,000 - $125,000 Annually