Customer Support Specialist Lead at Guidehouse

Arlington, Virginia, United States -

Full Time

Start Date

Immediate

Expiry Date

11 Oct, 26

Salary

0.0

Posted On

13 Jul, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support Operations, SLA Compliance, Escalation Management, Incident Management, Service Metrics Analysis, Knowledge Base Management, SOP Development, Stakeholder Communication, Crisis Communications, ITIL Framework, Operational Coordination, Team Leadership

Industry

Business Consulting and Services

Description

Job Family: Operational Effectiveness Consulting Travel Required: Up to 10% Clearance Required: Active Top Secret (TS) What You Will Do: Guidehouse has an exciting opportunity in our Defense and Security Segment to support customer support activities at the Department of War (DoW). The Customer Support Specialist Lead will perform the day-to-day execution of 24/7/365 customer support operations across Tier 1, Tier 2, and Tier 3 services. The individual will oversee SOPs, knowledge base content, and customer journey artifacts, analyze service metrics to drive improvement, manage escalations and SLA compliance, and implement proactive customer advocacy strategies. What You Will Need: An ACTIVE and MAINTAINED "Top Secret" Federal or DoD Clearance. Once on board with Guidehouse MUST be able to OBTAIN and MAINTAIN "TOP SECRET" "SENSITIVE COMPARTMENTED INFORMATION (SCI) clearance Bachelor’s Degree TWELVE (12) or more years of experience supporting customer support, service desk, contact center, or operational support functions, with progressively increasing responsibility Experience leading 24x7 or extended‑hours operations, including weekends and emergency support scenarios What Would Be Nice To Have: An ACTIVE and MAINTAINED "TOP SECRET/SCI" Federal or DoD security clearance Demonstrated experience overseeing multi‑tier (Tier 1–3) support operations, including escalation management and SLA oversight Strong background in incident management, stakeholder communications, and operational coordination during high‑pressure situations Ability to analyze service performance data and translate insights into process and service improvements Experience supporting federal or defense clients, particularly in mission‑critical or emergency‑response environments Familiarity with service management frameworks (e.g., ITIL‑aligned practices) Experience standing up or improving knowledge bases, SOPs, or quality management programs Background in crisis communications or continuity‑of‑operations support Experience managing distributed or shift‑based teams across extended coverage periods What We Offer: Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace. Benefits include: Medical, Rx, Dental & Vision Insurance Personal and Family Sick Time & Company Paid Holidays Position may be eligible for a discretionary variable incentive bonus Parental Leave and Adoption Assistance 401(k) Retirement Plan Basic Life & Supplemental Life Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts Short-Term & Long-Term Disability Student Loan PayDown Tuition Reimbursement, Personal Development & Learning Opportunities Skills Development & Certifications Employee Referral Program Corporate Sponsored Events & Community Outreach Emergency Back-Up Childcare Program Mobility Stipend About Guidehouse Guidehouse is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation. Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco. If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation. All communication regarding recruitment for a Guidehouse position will be sent from Guidehouse email domains including @guidehouse.com or guidehouse@myworkday.com. Correspondence received by an applicant from any other domain should be considered unauthorized and will not be honored by Guidehouse. Note that Guidehouse will never charge a fee or require a money transfer at any stage of the recruitment process and does not collect fees from educational institutions for participation in a recruitment event. Never provide your banking information to a third party purporting to need that information to proceed in the hiring process. If any person or organization demands money related to a job opportunity with Guidehouse, please report the matter to Guidehouse’s Ethics Hotline. If you want to check the validity of correspondence you have received, please contact recruiting@guidehouse.com. Guidehouse is not responsible for losses incurred (monetary or otherwise) from an applicant’s dealings with unauthorized third parties. Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee. Guidehouse is a global AI-led professional services firm delivering advisory, technology, and managed services to the commercial and government sectors. With an integrated business technology approach, Guidehouse drives efficiency and resilience in the healthcare, financial services, energy, infrastructure, and national security markets. Built to help clients across industries outwit complexity, the firm brings together approximately 18,000 professionals to achieve lasting impact and shape a meaningful future. guidehouse.com

Responsibilities

Lead 24/7/365 multi-tier customer support operations for the Department of War, overseeing SOPs and knowledge base content. Analyze service metrics to drive improvements and manage escalations to ensure SLA compliance.