Help Desk Lead

Planned Systems International, Inc. • Washington, DC

2d • Onsite

About The Position

PSI is seeking a Customer Service Manager to support a Department of Veterans Affairs Information Technology Help Desk and its end users. The role plans, implements, and manages customer service systems while providing leadership and technical guidance for responsive, high-quality customer support. The position oversees customer service activities, resolves escalated customer satisfaction issues, reviews service data for trends and recurring problems, and works with program teams and technical personnel to improve service performance and the overall customer experience. It also provides Tier 2 support for desktop systems, peripheral devices, telecommunications tools, and other supported IT services.

The role is performed onsite at the VACO Building in Washington, DC. The standard schedule is Monday through Friday, 0900 to 1700, and attendance at the designated location during those hours is required. Support outside normal business hours may be required during critical events or operational periods.

PSI offers full-time, benefits-eligible employees paid leave and options for employer-sponsored medical, dental, vision, disability, life, AD&D, legal services, identity theft, and accident insurance. Flexible spending and health savings account options are available, as is a company-sponsored 401(k) with an immediately vested employer contribution match. PSI also supports professional growth through courses, certifications, and tuition reimbursement.

Requirements

• Bachelor’s degree in a general field, or eight years of additional relevant experience in lieu of the degree.
• At least five years of relevant experience in customer service management, IT service delivery, Help Desk operations, technical support, or a related area.
• Experience planning, implementing, or managing customer service systems and support processes.
• Experience handling escalated customer concerns and customer satisfaction issues.
• Experience reviewing operational or customer service data to identify trends, recurring problems, and improvement opportunities.
• Ability to report customer service trends and issues effectively to system program teams and stakeholders, including Director/Executive-level audiences.
• Experience supporting or overseeing work in a high-volume, fast-paced customer service or technical support environment.
• Experience using ticketing or service management systems to document, assign, prioritize, track, and resolve customer requests.
• Troubleshooting and problem-resolution skills involving desktops, laptops, peripheral devices, software, connectivity, or related IT services.
• Ability to coordinate complex issue resolution across customer service, engineering, system administration, and program teams.
• Experience developing or maintaining standard operating procedures, knowledge articles, technical documentation, or training materials.
• Strong customer service, leadership, communication, analytical, and organizational skills.
• Ability to work with diverse executive leadership styles with diplomacy, discretion, and professionalism.
• Strong written communication skills, including the ability to prepare clear reports and technical documentation.
• Ability to communicate technical information effectively to technical and non-technical audiences.
• Ability to work independently, exercise sound judgment, manage competing priorities, and provide direction with minimal supervision.
• Commitment to service quality, system availability, and a positive customer experience.
• Ability to sit at a workstation for long periods.
• Ability to lift, carry, move, load, and unload objects weighing up to 50 pounds.

Nice To Haves

• Experience supporting federal government customers or the Department of Veterans Affairs.
• Experience with Microsoft Office, Microsoft 365, Active Directory, VPN, SharePoint, wireless networks, and common desktop technologies.
• Experience supporting telecommunications or unified communications technologies, including Genesys Cloud Contact Center.
• Experience supervising, mentoring, or providing technical direction to Help Desk or customer service personnel.
• Familiarity with IT service management principles, service-level monitoring, trend analysis, and continual service improvement.
• Relevant technical or service management certifications, such as CompTIA A+, Network+, Security+, Microsoft certifications, HDI, or ITIL.

Responsibilities

• Plan, implement, manage, and continuously improve customer service systems, processes, and support activities.
• Lead and coordinate Tier 1 and Tier 2 customer service and technical support operations.
• Provide guidance and technical assistance to Customer Service Engineers and other Help Desk personnel.
• Monitor service delivery to promote timely, consistent, and professional support.
• Resolve escalated customer inquiries, service concerns, and customer satisfaction issues.
• Review service desk, ticketing, and customer support data to identify trends, recurring incidents, service gaps, and emerging issues.
• Prepare and present reports on customer service trends, significant issues, and recommended corrective actions to system program teams.
• Coordinate with system administrators, engineers, program personnel, and other technical teams to resolve complex or recurring issues.
• Manage and prioritize workloads using established ticketing systems and escalation procedures.
• Oversee resolution of Tier 1 and Tier 2 incidents involving desktop systems, laptops, peripheral devices, network connectivity, telecommunications tools, and supported software.
• Ensure customer incidents, requests, troubleshooting activities, and resolutions are accurately documented.
• Track unresolved and escalated tickets, identify barriers to resolution, and facilitate follow-up.
• Analyze operational logs, service metrics, and other data to support corrective and preventive actions.
• Develop, maintain, and improve standard operating procedures, knowledge articles, troubleshooting guides, and customer training materials.
• Train and mentor support personnel on customer service practices, technical procedures, documentation standards, and supported technologies.
• Provide end-user training and guidance on common technical issues and supported systems.
• Identify operational risks and coordinate corrective action to support reliable and available IT services.
• Participate in implementing and improving Help Desk tools, workflows, customer communications, and service management practices.
• Promote compliance with security requirements, organizational policies, service-level expectations, and documented procedures.
• Communicate with customers, technical teams, program leadership, and other stakeholders.
• Provide support outside normal business hours during critical events or operational periods when required.
• Perform other assigned customer service management and Tier 1/2 technical support duties.

Benefits

• Paid leave
• Options for employer-sponsored group medical, dental, and vision insurance
• Short-term and long-term disability insurance
• Life and AD&D coverage
• Legal services, identity theft, and accident insurance
• Flexible spending account and health savings account options
• Company-sponsored 401(k) retirement plan with an immediately vested employer contribution match
• Professional courses and certifications
• Tuition reimbursement programs

What This Job Offers

• Job Type: Full-time
• Career Level: Manager