Position: CCaaS Application Support Lead (Contingent)

Location: On-site in Woodlawn, MD 5x per week

Hours: 2:00 PM – 10:30 PM, Monday–Friday

Overview:

Lead Tier 1 and Tier 2 support for AWS Connect (CCaaS) and manage ServiceNow ticket queues. Provide guidance to support teams, escalate issues, and ensure compliance with SOPs. Support includes high-volume call handling, off-hours emergencies, and daily reporting.

Requirements:

• 3+ years Help Desk/Desktop support
• 2+ years as Help Desk Team Lead & Tier 2 support
• ServiceNow experience
• Strong communication & customer service skills
• Experience with Microsoft Windows OS and Office365
• Must obtain/maintain Public Trust clearance

Preferred Skills:

• Bachelor's degree (or 7+ years experience in lieu)
• Experience training/helping support teams
• Strong IVR knowledge, organization, and problem-solving skills
• Passion for technology and learning

BGSF is an Equal Opportunity Employer. We are committed to providing equal opportunities for employment to all qualified people, regardless of race, color, national origin, religion, sex, age, disability status, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local law.