Help Desk Team Lead
About The Position
Kearney & Company is seeking a Financial Systems Help Desk Team Lead to oversee the delivery of customer support services for enterprise financial systems and related applications. This role is responsible for managing help desk staff, ensuring timely and accurate resolution of user issues, and maintaining strict adherence to financial controls, security standards, and regulatory requirements. This position serves as a key liaison between finance, IT, and system stakeholders, ensuring reliable system access, high-quality customer support, and continuous improvement of financial systems support operations.
Requirements
- Bachelor's degree
- Minimum 10 years of relevant experience in help desk support, customer service, financial systems support, or a related field
- Demonstrated experience leading, mentoring, and supervising large teams
- Strong organizational and multitasking skills
- Proficiency in Microsoft Office Suite and other relevant software
- Strong communication, organizational, and problem-solving skills
- Ability to obtain a U.S. secret level security clearance (requires US Citizenship)
Nice To Haves
- Master’s degree
- Experience supervising a team in an enterprise IT environment and familiar with IT service management frameworks (e.g., ITIL)
- Experience working with ticketing systems and service management tools
- Exposure to DoD financial management systems
- Understanding of basic financial or accounting processes
- Experience working within the Department of Defense or other federal agencies
- Experience supporting multiple enterprise systems or SaaS platforms
- IT certifications such as ITIL, PMP, or ERP-specific certifications
- Knowledge of ServiceNow and/or DEAMS
Responsibilities
- Oversee daily help desk support operations for financial systems (e.g., ERP, accounting, budgeting).
- Ensure timely response and resolution of user issues in accordance with service level agreements.
- Lead, supervise, and develop a team of financial systems help desk analysts.
- Establish performance expectations, provide coaching, and conduct evaluations.
- Manage staffing, scheduling, and workload distribution.
- Ensure support activities comply with internal controls, regulatory requirements, and audit standards.
- Monitor ticket quality, response times, documentation accuracy, and adherence to procedures.
- Identify risks related to system access, data integrity, and support processes.
- Track and analyze support metrics, trends, and recurring issues.
- Develop and maintain policies, procedures, and knowledge base documentation.
- Prepare reports and provide regular updates to leadership.
- Promote best practices to improve customer service, workflows, automation, documentation, and help desk operations.
- Partner with functional teams, system integrators, and audit teams to support access reviews and compliance audits.
- Communicate system issues, outages, and resolutions clearly and professionally.
- Promote a collaborative culture of accuracy, accountability, and customer service.
Benefits
- Medical, Dental, Vision, Life, AD&D, and Disability Insurance
- 401(k) Retirement Plan and 529 Education Savings Plan
- Flexible Spending & Health Savings Account
- Accident, Critical Illness, Hospital Indemnity Insurances
- Legal Insurance and Pet Insurance
- Employee Assistance Program, fitness and wellness benefits, and other firm benefits.
- Paid holidays, vacation, and sick time
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
