Customer Engagement Team Lead

Alpha Omega is an award-winning Federal IT Solutions provider. Since its inception in September 2016, we have grown from a start-up to a $100m/year business. Alpha Omega's growth stems from our mission focus: to make the US Government the best in the world. We achieve that via advanced capabilities in the areas of Design & Product Management, DevSecOps & Cloud Engineering, Intelligent Automation, and Cybersecurity. Our consistent growth has fostered a series of accolades including Inc. 5000 and Washington Technology's Fast 50 awards for five consecutive years, Virginia Business Best Places to Work ten years in a row, and Maryland Technology Council's 2022 Government Contract of the Year over $50 Million Dollars award, to name a few. We are seeking passionate federal IT professionals to join our team. Come support our nation's government agencies and make a difference. Why Us? We have H.E.A.R.T Alpha Omega's Core Values - (H) harmony, (E) engagement, (A) accountability, (R) resourcefulness, and (T) tenacity- collectively are an acrostic reminder of the values that guide the work we do. We foster a culture that recognizes and rewards hard work. Our H.E.A.R.T. program invites colleagues and managers from across the organization to recognize each other for living out our core values. Spotlighted employees enjoy a detailed nomination about their core-values-aligned actions which are then shared with their manager. Ready to embark on a rewarding, challenging, and fulfilling career in the Federal IT Solutions space? Come grow with us. Job Title: Customer Engagement Team Lead Work Location: Onsite - Washington, DC
Clearance Required: Secret Responsibilities: Resolves complex and challenging customer issues, including issues escalated from Junior and Mid-Level where possible
Lead and mentor Application Support and Customer Engagement Team members
Coordinate work and responsibilities across the team including scheduling and ensuring proper coverage for shifts and high priority customer meetings
Lead cross team collaboration on outage notifications to customer groups
Assess customer engagement ticket metrics, response times and customer satisfaction and identify opportunities for improvement and increased efficiency
Understand and assist in compliance with software license requirements
Offer hardware and software support as necessary
Provide management updates as required
Act as liaison between the team and government leadership
Respond professionally to escalated customer support issues
Implements customer support processes to enhance customer satisfaction
Promotes implementation of identified improvements
Assesses support statistics and prepares detailed reports on findings
Train and provides support to new and less experienced customer engagement team members
Possesses strong customer support experience and people management skills with a solid and well-rounded technical exposure
Ability to effectively communicate and multitask
Willingness to learn about and provide support on custom applications
Required Skills: Minimum Years of Experience: 5
Proven success in a Customer Engagement/Help Desk position
Experience leading/managing ticket escalations
Preferred certifications: ITIL v3 or higher
CompTIA A+
Certified Customer Service Manager (CCSM), or
Customer Service Manager Certified (CSMC), or
PMP Certified
Preferred Education: Education Requirement with specific field of study: Bachelors Degree
Telecommute Options: This job cannot be performed remotely. Alpha Omega Integration, LLC (Alpha Omega) is committed to the development of a creative, diverse, and inclusive work environment. In accordance with the law and our organizational values, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, Veteran Status, or any other characteristic protected by law (referred to as "protected status)". Final hiring decisions at Alpha Omega will be based on merit, qualifications, and abilities. Black, Indigenous, and People of Color (BIPOC), LGBTQIA, women, people over 40, and differently-abled folks are strongly encouraged to apply.