Help Desk/Customer Support Lead (Senior Project Manager Level 3)

Job DescriptionJob Description

*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.

EDUCATION & EXPERIENCE:

Required:

• 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

(17) 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 skills