Help Desk/Customer Support Lead (Senior Project Manager Level 3)
• US Citizenship Required
• Experience working with federal government strongly desired
• Position is Subject to Contract Award
Position Description:
The Customer Support Lead will supervise multi-tiered Help Desk operations and ensure quality, consistency, and responsiveness in customer service across the IT-AMS platform. This individual will be responsible for monitoring support patterns, identifying user pain points, and working collaboratively with technical and design teams to feed insights into the product life cycle.
Required:
EDUCATION & EXPERIENCE:
• Bachelors of Science in Project Management, Computer Science, or relevant field
• 10+ years working in technical support
• Experience collaborating with cross functional teams to develop a strong accessible and inclusive design
• Experience with federal customer support or ITIL service frameworks
• Experience adhering to Section 508 and WCAG
• Desired:
• Masters in Project Management or Business Administration
Certifications:
Required:
PMP (Project Management Professional)
Certified ScrumMaster (CSM)
ITIL Foundation
Desired:
Certified Technical Support Specialist (CTSS)
Certified Help Desk Manager (CHDM)
Responsibilities:
Required:
• Lead and manage Tier 1-3 Help Desk teams
• Develop and maintain Help desk Standard of Operations (SOP)
• Track and report customer service KPIs
• Monitor user needs and common issues in the system
• Assist in the development of multi-tiered help desk operations to provide self-service assistance for customer issues
• Participate in developers sprint meetings
• Provide training and mentoring to support staff
Identify need for operations teams and end user communication resulting from Security and Privacy changes or updates
Coordination and Process Compliance with Program Quality Assurance (QA) and Change and Release Management (CRM) procedures
Operational Support Software Maintenance and Upgrades, Infrastructure Management, IT Optimization Helpdesk/IT Support Client server and network monitoring
Assist with Virtual Private Network (VPN) with secure remote access
Server configuration and provisioning services; server management
Manage firewall; information security services
Skills:
Required:
• Strong communication, problem solving and interpersonal skills
• Advanced knowledge with agile environments
• Ability to identify customer needs and issues
• Ability to facilitate help desk workflows and resolve issues
• Excellent analytical and decision making skills
Should understand and have worked to design and manage Disaster Recovery and Continuity of Operations
Desired:
• Proficient Spanish language skills
Information Technology & Services
Information Technology
Full-time