Customer Success Specialist

Overview

REI Systems’ mission is to deliver reliable, innovative technology solutions that advance Federal clients' missions and exceed their expectations. Our technologists and consultants are passionate about solving complex challenges that impact millions of lives. We take a Mindful Modernization® approach in delivering our services, including application modernization, grants management, case management systems, government data analytics, and advisory services. This approach, the REI Way, ensures mission impact by aligning our clients' strategic objectives with measurable outcomes through people, processes, and technology.  We offer the same commitment to our employees by providing professional development, meaningful projects, and flexibility to spend time with family and friends. We believe employees are at their best when fulfilled in both their professional careers and their personal lives. Learn more at www.REIsystems.com.  Employees voted REI Systems a Washington Post Top Workplace in 2015, 2016, 2018, 2020, 2021, 2022, 2023, 2024, and 2025! 

Responsibilities

The Customer Success Specialist – Team Lead serves as the operational lead for the Help Desk and acts as the designated backup to the Help Desk Manager. This role is responsible for ensuring the successful delivery of customer support services through effective queue management, contractual reporting, knowledge management, and coordination across technical and program teams. 

The Team Lead plays a critical role in maintaining service quality, monitoring operational performance, supporting management functions, and driving continuous improvement. This individual serves as the primary escalation point for Help Desk operations and works closely with stakeholders, application teams, developers, program staff, and Tier 3 support resources to ensure timely issue resolution and compliance with contractual requirements. 

Key Responsibilities 

Operational Leadership and Management Support 

• Serve as the primary backup to the Help Desk Manager, assuming management responsibilities during periods of absence and supporting daily operational oversight. 

• Assist with workforce coordination, workload balancing, scheduling, and resource management to maintain adequate support coverage and service-level compliance. 

• Provide leadership, coaching, and operational guidance to Help Desk staff. 

• Support team initiatives, projects, process improvements, and service-delivery objectives. 

• Lead and coordinate major projects, data calls, system maintenance activities, application releases, and patching events. 

• Promote accountability, collaboration, and adherence to established support procedures. 

Queue Management and Service Delivery 

• Serve as the Help Desk Queue Manager, overseeing ticket intake, prioritization, assignment, escalation, follow-up, and resolution. 

• Monitor ticket queues, response times, resolution times, backlog, and service metrics to ensure compliance with established Service Level Agreements and performance standards. 

• Identify operational bottlenecks, recurring issues, ticket trends, and service-delivery risks. 

• Develop and implement corrective actions to improve efficiency, customer satisfaction, and ticket resolution. 

• Serve as the primary escalation point for complex, urgent, or high-impact customer issues. 

• Coordinate with Tier 3 support, developers, application teams, and program leadership to ensure issues are resolved promptly. 

Contractual Reporting and Metrics Management 

• Lead the development, validation, and delivery of weekly, monthly, quarterly, annual, and ad hoc contractual reports. 

• Collect, analyze, and present operational performance data while ensuring accuracy, consistency, and compliance with contractual reporting requirements. 

• Monitor key performance indicators, Service Level Agreements, customer satisfaction measures, ticket volumes, backlog, and operational trends. 

• Provide actionable findings and recommendations to program and organizational leadership. 

• Develop dashboards, presentations, and executive-level reporting materials. 

• Support audits, program reviews, customer briefings, quality reviews, and reporting requests from internal and external stakeholders. 

Knowledge Base Management 

• Serve as the Knowledge Base Manager and maintain the overall accuracy, quality, usability, and effectiveness of support documentation. 

• Develop, review, approve, publish, and maintain knowledge articles, frequently asked questions, standard operating procedures, troubleshooting guides, and user documentation. 

• Establish and maintain knowledge-management standards, governance processes, review cycles, and content-approval procedures. 

• Ensure support documentation remains current, consistent, accessible, and aligned with system or process changes. 

• Partner with application teams, subject matter experts, developers, and Tier 3 support resources to capture institutional knowledge. 

• Identify opportunities to improve customer self-service capabilities and reduce repeat support requests. 

Customer and Technical Support 

• Provide timely, professional, and customer-focused support to internal and external users through Help Desk channels, email, phone, and collaboration platforms. 

• Troubleshoot application, account, access, system, and user-related issues. 

• Document customer interactions, troubleshooting steps, escalations, and resolutions accurately within the ticketing system. 

• Coordinate issue-resolution activities across technical and program teams. 

• Maintain strong working relationships with customers, stakeholders, Tier 3 support personnel, developers, and program staff. 

• Support user onboarding, training sessions, product demonstrations, system updates, and customer communications. 

• Communicate service interruptions, system changes, planned maintenance, and issue-resolution updates clearly and promptly. 

Collaboration and Program Support 

• Serve as a liaison between customers, stakeholders, Help Desk personnel, application teams, and program leadership. 

• Support process-improvement initiatives and the implementation of Help Desk and customer-support best practices. 

• Maintain, retrieve, analyze, and disseminate information required to support program operations and stakeholder decision-making. 

• Participate in operational meetings, status reviews, planning sessions, and continuous-improvement activities. 
• Perform additional duties as assigned in support of program and organizational objectives. 

Qualifications

Required Qualifications:

• Minimum of three years of experience in Help Desk operations, application support, customer success, technical support, or a related service environment. 

• Demonstrated experience leading support operations, managing ticket queues, or serving in a senior support or team-lead capacity. 

• Experience monitoring ticket volumes, escalations, backlogs, response times, resolution times, and Service Level Agreement performance. 

• Experience creating, managing, validating, and presenting operational or contractual performance reports. 

• Experience developing and maintaining knowledge repositories, support documentation, standard operating procedures, or knowledge bases. 

• Strong understanding of customer-support processes, incident management, escalation management, and service-delivery best practices. 

• Experience troubleshooting application, user-access, account, and system-related issues. 

• Excellent written and verbal communication skills, with the ability to communicate effectively with both technical and non-technical audiences. 

• Strong analytical, organizational, and problem-solving skills. 

• High level of accuracy and attention to detail. 

• Experience using ticketing and support platforms such as Jira, ServiceNow, Salesforce, or similar systems. 

• Ability to manage multiple priorities, meet deadlines, and work independently in a fast-paced environment. 

• Ability to lead cross-functional efforts and collaborate effectively with customers, developers, technical teams, and program leadership. 

Preferred Qualifications 

• Bachelor’s degree in Information Technology, Business Administration, Communications, or a related field. 

• Experience supporting government, enterprise, healthcare, life-sciences, or highly regulated programs. 

• Experience working in an environment with formal contractual reporting and Service Level Agreement requirements. 

• Knowledge of Information Technology Service Management frameworks and best practices. 

• Experience developing executive-level dashboards, scorecards, reports, and performance metrics. 

• Familiarity with AI-powered customer-support tools, workflow automation platforms, chatbots, and knowledge-centered support methodologies. 

• Experience supporting application releases, maintenance activities, patching events, or production-support efforts. 

• Previous experience supporting FDA applications, systems, programs, or regulatory business processes is highly desirable. 

• Familiarity with FDA user communities, operational processes, and regulatory environments is a strong plus and may enable faster onboarding and more effective stakeholder support. 

Ideal Candidate 

The ideal candidate is a highly organized, customer-focused operational leader who excels in Help Desk management, service delivery, contractual reporting, and knowledge management. 

They are comfortable stepping into management responsibilities when needed, providing direction to support staff, managing escalations, and driving accountability across technical and program teams. They can balance hands-on customer support responsibilities with operational leadership, reporting, documentation, and continuous-improvement activities. 

Experience supporting FDA applications or working within a regulated government environment is strongly preferred. The successful candidate will understand the operational, compliance, communication, and customer-support requirements associated with government systems and stakeholders while ensuring the Help Desk consistently meets program, contractual, and customer-service expectations. 

Educational Qualifications:

BS in Engineering, Computer Science, Information Systems or equivalent

Clearance: Eligible to obtain a public trust clearance.

Location: Hybrid (2 days per week or as needed in the REI Sterling Office)

EEO Statement: REI Systems is an Equal Opportunity Employer