Help Desk Support Lead (Veteran Survey Operations)

Aptive

About The Position

Artemis ARC is seeking an experienced, compassionate, and reliable Help Desk Lead / Supervisor to support Veterans Health Administration (VHA) in administering a national Veteran survey to inform VHA priorities and healthcare services, The Help Desk Lead / Supervisor will support operations by providing routine (daily) oversight of Help Desk personnel and working closely with the Project Manager to ensure consistent training, staffing coverage, and high-quality support for the Survey of (Veteran) Enrollees supported by this vital Help Desk function, representing a critical component of VHA’s commitment to Veteran safety and access through direct and personalized telephone and email support to assist Veterans in understanding and completing the referenced survey. The working Help Desk Lead serves as both a primary point of contact for Veterans with questions, technical needs, or concerns related to the survey process and as an operational coordinator and resource responsible for coordinating schedules, supporting staff training and readiness, monitoring adherence to VA-approved scripts/protocols, and escalating risks or urgent Veteran needs. This position is critical to ensure the Help Desk operates in alignment with VHA expectations for Veteran safety and access throughout the survey fielding period. The Lead supports a small team of Help Desk Support Specialists to facilitate respectful, Veteran-centered engagement to ensure Veterans who access the Help Desk feel supported, safe, and heard throughout their interactions while advancing VA’s mission by encouraging Veterans to respond to the survey to share their healthcare needs and preferences.

Requirements

High school diploma or equivalent required.
Minimum of 4 years of experience in call center, help desk, customer support, or Veteran-facing service roles.
Demonstrated experience coordinating staff schedules, supporting daily operations, or serving in a lead or supervisory capacity.
Experience supporting or delivering staff training and coaching.
Sound judgment and ability to identify and escalate risks or urgent issues appropriately.
Ability to pass required background checks.

Nice To Haves

U.S. military Veterans strongly preferred due to familiarity with military culture, terminology, and shared experiences with Veteran callers.
Leadership, peer support/advocacy, or supervisory experience preferred.
Non-Veteran candidates may demonstrate experience or training supporting Veteran and/or military-affiliated populations.

Responsibilities

Coordinates daily and weekly Help Desk staffing schedules to ensure adequate coverage during operating hours (9:00 AM – 9:00 PM ET, Monday-Friday) and surge periods.
Provides coverage for Help Desk staff, when needed, to cover unexpected gaps and to support call volume for timely support.
Monitors call volume and operational demands, communicating staffing needs, risks, and opportunities for improvement with the Project Manager.
Serves as a point of contact for Help Desk staff regarding scheduling, coverage, and operational questions.
Works closely with the Project Manager to support initial and just-in-time Help Desk training, ensuring staff fully understand workflows, scripts, and protocols.
Reinforces consistent application of VA-approved scripts, documentation standards, and distressed Veteran procedures.
Identifies training gaps or quality issues and recommends refresher training or corrective actions to address concerns at first opportunity.
Supports Help Desk staff in responding to distressed Veteran interactions and ensure proper application of the tiered distress protocol.
Ensures appropriate escalation and notification for moderate and severe distress cases, including required written reports and notification timeframes.
Escalates immediate Veteran safety concerns, operational risks, or issues impacting timelines to the Project Manager, without delay.
Supports the Project Manager in communicating urgent issues to Government clients and stakeholders, including the VHA Project Manager and Contracting Officer’s Representative (COR), as appropriate.
Monitors Help Desk performance for consistency, professionalism, and adherence to protocols.
Reviews documentation in the Survey Management System (SMS) for completeness and accuracy.
Collaborates with the Project Manager to prepare incident summaries, trend observations, and operational updates, upon request.