ICAM Help Desk Lead/Manager

Peraton•Home, FL

18d•$104,000 - $166,000

About The Position

We are seeking a dynamic and experienced Help Desk Lead/Manager to oversee help desk operations in support of a mission-critical federal IT program. This role requires strong leadership skills, technical expertise, and a customer-focused approach to ensure prompt, effective support for end users in a high-availability, enterprise environment.

Requirements

10 years of experience, may have supervisory or lead experience
7+ years of experience in IT support, with at least 3 years in a leadership or management role overseeing a desk team.
Experience supporting a large-scale, high-availability IT environment integrated with mission-critical business systems.
Proven ability to manage end-user support operations, including request intake, triage, and incident response.
Strong understanding of help desk systems, call logging software, and performance tracking.
Expertise in documentation, customer service, conflict resolution, and team training.
Ability to communicate clearly and effectively in both verbal and written formats.
Up-to-date knowledge of modern IT trends, tools, and technologies related to end-user support.
Must possess or be able to obtain and maintain a Public Trust security clearance.
Must be a US Citizen

Nice To Haves

Bachelors degree is a plus.
Familiarity with ITIL processes and service desk frameworks.
Previous involvement in implementing process improvements or help desk modernization initiatives.

Responsibilities

Manage daily help desk operations, including staff supervision, scheduling, and support coordination.
Provide technical assistance and problem resolution for hardware, software, network, and system issues.
Act as an escalation point for complex support requests and ensure timely resolution.
Develop and manage help desk scripts, procedures, and response templates.
Lead triage meetings to review and coordinate issue resolution with internal teams and stakeholders.
Oversee incident management processes and ensure accurate ticketing, categorization, and documentation in the tracking system.
Monitor help desk metrics, track team performance, and ensure a high level of customer service.
Recruit, train, and support help desk representatives and technicians.
Establish and enforce policies and procedures for effective help desk service delivery.
Communicate clearly with technical and non-technical stakeholders, including senior government officials.