Air Force Element Customer Support Lead

Air Force Element Customer Support Lead

Requirements

• Must have a full DoD Secret Clearance at start
• BS degree and 12 – 15 years of prior relevant experience or Masters with 10 – 13 years of prior relevant experience. May possess a Doctorate in technical domain. Additional years of relevant IT experience may be substituted for degrees
• Excellent written and verbal skills
• Demonstrated conflict resolution skills
• Two years of experience in customer relations or user experience
• Experience in IT Service Management (ITSM) – Prior experience in problem management, incident management, or IT operations.
• Analytical & Troubleshooting Skills – Ability to conduct root cause analysis and implement long-term solutions.
• Communication & Stakeholder Management – ability to coordinate with IT teams, leadership, and external vendors.
• Technical Proficiency – Familiarity with IT infrastructure, networking, and enterprise systems.

Responsibilities

• Serve as primary subject matter expert for Air Force Element (AFELM) users within the Air Force District of Washington (AFDW)
• Serve as AFELM functional lead and guide internal and external support efforts to meet customer requirements
• Lead a team of Leidos employees and sub-contractors. Responsible for defining the team’s direction and ensure that individual and team goals align with the organization and customer mission.
• Provide guidance, support, and resources to help team members succeed and feel motivated to contribute their best work.
• Foster an environment of employee growth and development, promoting continuous learning and provide opportunities for skill enhancement.
• Responsible for team staffing activities, as well as addressing performance concerns, resolving disputes or disagreements within the team.
• Understand how to provide reach-back Air Force Information Technology (IT) services to AFELM users
• Work in collaboration with AFDW staff to gain efficiencies in providing IT services for AFELM personnel
• Develop a strong, long-term relationship with AFDW staff, the AFELM support team, AFNCR IT Service providers, and AFELM users through consistent communication, understanding their business needs, and acting as a trusted advisor.
• Monitoring IT service delivery against agreed-upon SLAs. Identifying and addressing performance issues proactively. Communicating performance results to the client and ensuring accountability for service quality.
• Effectively address and resolve client complaints and concerns in a timely and professional manner. Escalating complex or critical issues to the appropriate teams within the IT organization to ensure swift resolution.
• Continuous Improvement – Develop strategies to enhance IT service stability and minimize disruptions.

Preferred Qualifications

• Previous leadership experience
• ITIL certification is highly preferred.
• Knowledge of ITIL Framework – Understanding of ITIL best practices, particularly problem and incident management processes.
• Strong organizational skills
• Process Improvement Expertise – Experience in optimizing IT workflows and reducing recurring issues.
• Use of ITSM Tools – Proficiency in platforms like ServiceNow, BMC Remedy Jira, or other problem management systems.