Senior Customer Technical Support Specialist

Cape Fox subsidiary, Saxman One, LLC is seeking a highly organized and motivated Senior Customer Technical Support Specialist (Help Desk) to join our team in support of a federal government client. This position requires exceptional technical expertise, strong interpersonal skills, and the ability to manage multiple priorities under tight deadlines while maintaining a high level of professionalism and accuracy. The successful candidate will play a critical role in ensuring reliable IT service delivery and customer satisfaction by providing responsive, solutions-focused support, effective communication, and a commitment to excellence in a dynamic, fast-paced environment. This position is contingent upon award. Incumbents are encouraged to apply!

The salary range (or hiring range) for this exempt position is: $160,000 - $197,000

The above salary range represents the company's good faith and reasonable estimate of the range of possible compensation at the time of posting. In addition, we offer a variety of benefits, including company holidays, paid time off, health insurance, dental insurance, vision insurance, life and disability insurance, tuition reimbursement, as well as a 401K with company match. This job will be posted until filled or withdrawn.

Core Duties:

• Operate, manage, and maintain the Unified Helpdesk as the single point of contact for all user IT service requests, incident reports, and support needs
• Ensure Helpdesk operations meet or exceed Service Level Agreements (SLAs) and Experience Level Agreements (XLAs) established by the Government
• Oversee all Helpdesk processes, including incident management and resolution, problem management and resolution, service request management and fulfillment, monitoring and event management, customer relationship management, knowledge management, and continual improvement
• Provide Tier II/III troubleshooting using tools such as BMC Remedy or ServiceNow.
• Manage service tickets, document resolutions, and ensure compliance with SLAs.
• Escalate complex issues and collaborate with network/system teams for resolution.
• Maintain ITSM tool records, ensuring accurate capture, routing, tracking, closing, and reporting of all service requests and incidents
• Record and analyze Helpdesk metrics, including incident trends, open and closed tickets, severity levels, and customer sentiment, and provide reports to Government stakeholders
• Communicate proactively with customers, providing timely updates on ticket status, service outages, and incident resolutions
• Manage multiple communication channels (phone, email, ticket system, chat, etc.), ensuring secure, accessible, and compliant Helpdesk interfaces for users
• Escalate incidents or service requests outside the Helpdesk's scope to the appropriate technical or support teams for resolution
• Collect and act on user feedback to measure customer satisfaction and drive continual service improvement
• Coordinate on-site support by contacting customers in advance to schedule visits and gather additional diagnostic information
• Provide end-user assistance and training, helping users effectively operate IT systems and tools while promoting a positive IT experience
• Respond to and manage Mission Assurance Decision Support System (MADSS) trouble calls to ensure mission readiness
• Implement and improve ITSM processes consistent with ITIL, DESMF, Scrum, Agile, and DevSecOps frameworks
• Collaborate with the Government to enhance system access management, ITSM tool functionality, and data accuracy
• Support optional extended hours Helpdesk operations as required to maintain continuous service availability
• Provide lifecycle support for digital signage systems, including design, installation, content management, and ongoing maintenance of Government displays
• Contribute to continuous improvement initiatives by identifying and implementing efficiency and customer experience enhancements across Helpdesk services