Help Desk Lead

IntePros Federal•Lenexa, KS

6d•Onsite

About The Position

IntePros Federal is seeking a Help Desk Lead for a contingent contract award supporting multi‑regional IT operations. This senior technical role provides leadership and hands‑on support for service desk operations across multiple sites, ensuring that IT support services and ITIL‑aligned processes are executed effectively and consistently. The Lead serves as the primary on‑site liaison for daily IT support activities, coverage coordination, and customer service excellence.

Requirements

At least six (6) years of experience at a Tier 1-2 help desk.
At least two (2) years of project management experience in IT Service Desk support/services.
Experience managing teams of IT professionals supporting a large area of operation.
Experience interfacing with customers and senior leadership.
Experience and familiarity with Federal IT security requirements.
Bachelor's degree from an accredited college or university.

Nice To Haves

ITIL v3 or v4 Foundation Certification.
CompTIA A+ or Network+ Certification.
Experience with ServiceNow or similar ITSM platforms.
Strong written and verbal communication skills for reporting and customer interaction.
Ability to obtain and maintain a Public Trust clearance.

Responsibilities

Provide Tier 1-2 technical support and incident resolution for end users across regional facilities.
Supervise daily coverage at the Regional Office and Science and Technology Center, ensuring in‑person support presence during operating hours.
Create and maintain coverage schedules for technicians across both sites to ensure continuous service availability.
Log, track, and resolve tickets in the IT Service Management system (ITSM) in accordance with established SLA and reporting requirements.
Contribute to the knowledge base by documenting resolutions and suggesting updates to existing procedures.
Support weekly reporting on ticket metrics, problem management, and trend analysis as outlined in the Performance Work Statement (PWS).
Participate in change management activities and provide input to the Change Advisory Board when appropriate.
Ensure compliance with federal IT security requirements and proper handling of sensitive information in accordance with privacy and data protection policies.
Maintain high‑quality service delivery consistent with ISO 20000, ITIL, and PMBOK best practices.
Collaborate with regional and enterprise IT teams to support shared services integration and joint problem resolution.