Help Desk Lead Top-Secret (TS) clearance

Company Overview:

Join a fast-growing company highly experienced in cyber security, cloud computing, virtualization, big data analytics, and project management! IMTS offers competitive compensation, excellent benefits including tuition reimbursement and employer-contributed 401K, and referral bonuses. We work with the best customers on-site at top government agencies.

Job Title: Help Desk Lead

Primary Location: Woodbridge, VA

Clearance: Top-Secret (TS) Clearance

Position Summary:

We are currently seeking a knowledgeable and proactive Help Desk Lead to oversee daily operations of our technical support team. This position requires a candidate with proven leadership in a similar program environment, strong troubleshooting abilities, and effective communication skills. The Help Desk Lead will serve as the primary escalation point for user support issues and guide help desk technicians in delivering exceptional service to end-users.

Key Responsibilities:

Serve as the lead worker for the help desk team, providing guidance and oversight to ensure consistent service delivery.

Monitor help desk queues and workflows to ensure timely resolution of support tickets.

Troubleshoot and resolve complex software-related issues and escalate problems as needed.

Coordinate support efforts with other IT teams to ensure seamless resolution of cross-functional issues.

Act as a liaison between end-users and IT staff, ensuring clear communication and follow-up on technical issues.

Train, coach, and support help desk staff with troubleshooting techniques and customer service standards.

Document recurring issues, resolutions, and system improvements.

Create and maintain user support documentation, standard operating procedures, and FAQs.

Utilize Microsoft Office Suite (Word, Excel, PowerPoint) and SharePoint at a proficient user level for reporting, documentation, and collaboration tasks.

Assist in tracking help desk performance metrics and contribute to service improvement initiatives.Minimum Qualifications:

At least three (3) years of experience in a lead role.

Proven and documented software troubleshooting skills and hands-on experience resolving user support issues.

Strong communication skills in both verbal and written.

Minimum of three (3) years of experience using the latest version of Microsoft Office Suite (Word, Excel, PowerPoint) and SharePoint at a user level.

Ability to prioritize and manage multiple tasks in a dynamic support environment.

Bachelor's degree in Information Technology or a related field.