IAMS Help Desk Lead/Manager

We are seeking a dynamic and experienced Help Desk Lead/Manager to oversee help desk operations in support of a mission-critical federal IT program. This role requires strong leadership skills, technical expertise, and a customer-focused approach to ensure prompt, effective support for end users in a high-availability, enterprise environment.

What will you do:

• Manage daily help desk operations, including staff supervision, scheduling, and support coordination.
• Provide technical assistance and problem resolution for hardware, software, network, and system issues.
• Act as an escalation point for complex support requests and ensure timely resolution.
• Develop and manage help desk scripts, procedures, and response templates.
• Lead triage meetings to review and coordinate issue resolution with internal teams and stakeholders.
• Oversee incident management processes and ensure accurate ticketing, categorization, and documentation in the tracking system.
• Monitor help desk metrics, track team performance, and ensure a high level of customer service.
• Recruit, train, and support help desk representatives and technicians.
• Establish and enforce policies and procedures for effective help desk service delivery.
• Communicate clearly with technical and non-technical stakeholders, including senior government officials.

Required Qualifications:

• 10 years of experience, may have supervisory or lead experience
• 7+ years of experience in IT support, with at least 3 years in a leadership or management role overseeing a desk team.
• Experience supporting a large-scale, high-availability IT environment integrated with mission-critical business systems.
• Proven ability to manage end-user support operations, including request intake, triage, and incident response.
• Strong understanding of help desk systems, call logging software, and performance tracking.
• Expertise in documentation, customer service, conflict resolution, and team training.
• Ability to communicate clearly and effectively in both verbal and written formats.
• Up-to-date knowledge of modern IT trends, tools, and technologies related to end-user support.
• Must possess or be able to obtain and maintain a Public Trust security clearance.
• Must be a US Citizen

Preferred Qualifications:

• Bachelors degree is a plus.
• Familiarity with ITIL processes and service desk frameworks.
• Previous involvement in implementing process improvements or help desk modernization initiatives.