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  voted REI Systems a Washington Post Top Workplace in 2015, 2016, 2018, 2020, 2021, 2022, 2023, 2024, and 2025!

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 roleis 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 inmaintainingservice 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 ensuretimelyissue 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 tomaintainadequatesupportcoverage 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 toestablishedsupport 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 andmaintainthe overall accuracy, quality, usability, and effectiveness of support documentation.

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

• Establish andmaintainknowledge-management…