Lead Help Desk Technician

Overview:

The Lead Help Desk Technician provides technical and functional support and day-to-day leadership for a Commercial Off-The-Shelf (COTS) software solution delivered to a U.S. Government customer. The COTS platform integrates with external systems to support the federal acquisition lifecycle.

This role serves as a senior point of contact for end users and provides oversight and coordination of daily help desk operations. The Lead Help Desk Technician is responsible for helping manage incident resolution, prioritizing service requests, supporting and mentoring help desk personnel, and ensuring consistent, high-quality customer support. This individual will also work closely with program leadership and technical teams to identify recurring issues, improve support processes, and maintain reliable system operations and a positive customer experience.

The ideal candidate combines strong technical troubleshooting and customer service skills with demonstrated leadership, effective communication, and familiarity with federal IT support environments.

This position is 100% onsite in Springfield, VA.

Responsibilities:

Key Responsibilities

• Team Leadership: Provide day-to-day guidance, direction, and support to help desk personnel, ensuring consistent service delivery and adherence to established procedures and service-level targets.

• End-User Support: Serve as a senior escalation point while providing Tier 1 and Tier 2 assistance by phone, email, ticketing system, virtual meeting, or other approved channels.

• Incident Management: Oversee the logging, categorization, prioritization, troubleshooting, documentation, and resolution of incidents in accordance with established procedures and service-level targets.

• Service Request Coordination: Monitor and coordinate routine service requests, including account support, access questions, and system navigation assistance, ensuring timely completion.

• Functional Support: Help contracting officers, contracting specialists, program managers, and other users understand application workflows, business rules, data requirements, approvals, and reporting features.

• Technical Troubleshooting: Assist with diagnosing complex browser, authentication, permissions, connectivity, data-entry, integration, and application-performance issues.

• Escalation Management: Review and manage escalated issues, reproduce problems, capture supporting evidence, assess operational impact, and coordinate resolution with the technical product team.

• Workload Management: Monitor ticket assignments, team workload, priorities, and outstanding requests to ensure appropriate coverage and timely resolution.

• User Communication: Ensure clear and consistent status updates, workarounds, resolution instructions, and closure confirmations are provided to technical and nontechnical audiences.

• Deployment Support: Coordinate help desk activities during go-live preparation, readiness activities, user onboarding, and post-launch hypercare.

• Knowledge Management: Develop, review, and maintain knowledge articles, troubleshooting guides, frequently asked questions, standard responses, and support documentation.

• Team Development: Mentor and assist help desk personnel with troubleshooting techniques, customer service practices, system knowledge, and professional development.

• Problem Identification: Analyze recurring tickets and trends; recommend corrective actions, usability improvements, training topics, and automation opportunities.

• Operational Reporting: Monitor and report on ticket volume, aging, resolution time, backlog, customer feedback, team performance, and recurring issue categories.

• Team Coordination: Collaborate with program leadership, business analysts, developers, trainers, system administrators, cybersecurity staff, and customer stakeholders to address operational needs and support priorities.

• Continuous Improvement: Identify opportunities to improve help desk operations, support processes, tools, documentation, and the overall user experience.

Qualifications:

Required Qualifications

• Active Top Secret Security Clearance with CI Polygraph.

• Bachelor’s degree in Information Systems, Computer Science, Engineering, Business, Finance, Accounting, or a STEM-related discipline. Relevant professional experience may substitute for the degree requirement.

• Experience supporting Intelligence Community or DoD programs.

• Experience supporting users of web-based enterprise applications in a help desk, service desk, customer support, or application support role.

• Demonstrated experience providing team leadership, mentoring, or coordinating help desk or technical support personnel.

• Ability to oversee daily support activities, prioritize competing requests, manage escalations, and ensure timely issue resolution.

• Ability to troubleshoot logically, ask effective diagnostic questions, reproduce issues, and document steps and outcomes accurately.

• Strong written and verbal communication skills, including the ability to translate technical concepts for nontechnical users.

• Professional customer service skills, sound judgment, patience, attention to detail, and a strong sense of ownership.

• Ability to remain effective during go-live or high-volume support periods while managing multiple priorities.

• Experience using ticketing, knowledge-base, collaboration, and remote-support tools.

• Ability to learn complex federal, DoD, and Agency-specific acquisition and business processes, terminology, roles, and business rules.

• Ability to work effectively with geographically distributed government and contractor teams.

Preferred Qualifications

• Familiarity with federal acquisition processes and the responsibilities of contracting officers, contracting specialists, and program managers.

• Prior experience implementing or supporting federal financial management systems (Oracle, Momentum, SAP, Appian, or similar).

• Experience with identity and access management, single sign-on, role-based permissions, browsers, and common web-application integrations.

• Experience creating knowledge articles, job aids, standard operating procedures, and user training materials.

• Knowledge of software development life cycle (SDLC) practices, principles, and techniques as they apply to Agile development.

• Experience monitoring service-level agreements (SLAs), help desk metrics, and operational performance.

• Relevant certifications such as CompTIA A+, Network+, or Security+.

Work Location and Schedule

• Work will be performed at the customer site in Springfield, VA.

• This is a full-time position supporting customer-defined operating hours, with occasional extended-hours, on-call, weekend, or surge support during software releases and the annual end-of-fiscal-year surge period in August and September.