Lead Support Specialist

Company: UFA Inc
Location: Germantown
Posted on: February 21, 2026

Job Description:

Job Description Job Description Support Specialist Lead – Job Description Department: North American Project Support Reports To: Support Manager Location: Onsite / Hybrid / Remote Job Responsibilities Successful candidate(s) will provide senior-level leadership and operational support to Support Specialist teams across active projects and day-to-day support activities. The Support Specialist Lead will assist management with task coordination, operational readiness, training support, and administrative oversight while remaining actively engaged in support work. Assist the Support Manager in supporting Support Specialists and overseeing day-to-day support activities Provide hands-on operational support, including monitoring workloads, addressing issues, and resolving first-level escalations Ensure all Support Specialists are properly allocated and actively working on the appropriate tasking based on project priorities and staffing needs Coordinate with Project Managers to ensure Support Specialists have received all required project information, documentation, and task direction prior to beginning work Track work status and progress to ensure tasks are completed accurately, efficiently, and within established timelines Serve as a primary point of contact for operational questions and provide guidance to Support Specialists as needed Provide ongoing mentorship and day-to-day support to Support Specialists during project execution and operational activities Assist in identifying training needs and supporting onboarding, refresher training, and process or tool updates Support the review, documentation, and implementation of new or revised support procedures and workflows Recommend improvements to support processes to improve efficiency, consistency, and quality Assist management with administrative responsibilities, including timesheet review, expense report processing, and compliance tracking Develop status updates, summaries, charts, and briefing materials as needed to support management and project needs Role Clarification – Not a Manager The Support Specialist Lead role is a working lead position and is not a people manager. This role does not include direct supervisory authority and is not responsible for formal performance management activities, including hiring, termination, compensation decisions, or performance reviews. While the Support Specialist Lead provides day-to-day guidance, task coordination, and operational oversight, all formal people-management responsibilities remain with the Support Manager. The Lead may provide feedback, observations, and recommendations to management but does not have decision-making authority related to employment actions. Requirements Strong organizational and time-management skills Ability to multitask, prioritize work, and meet deadlines with minimal supervision Excellent verbal, written, and interpersonal communication skills Demonstrated sound judgment, initiative, and problem-solving ability Experience working in a support, operational, or project-based environment Ability to work effectively in a fast-paced environment while maintaining attention to detail In lieu of a resume, applicants should upload a cover letter explaining why they are interested and why they feel they would be the best fit for the role.

Keywords: UFA Inc, Baltimore , Lead Support Specialist, IT / Software / Systems , Germantown, Maryland