Senior IT Help Desk Lead

Somatus, Inc.•McLean, VA

About The Position

As the largest and leading value-based kidney care company, Somatus is empowering patients across the country living with chronic kidney disease to experience more days out of the hospital and healthier at home. It takes a village of passionate and tenacious innovators to revolutionize an industry and support individuals living with a chronic disease to fulfill our purpose of creating More Lives, Better Lived. Does this sound like you? Showing Up Somatus Strong We foster an inclusive work environment that promotes collaboration and innovation at every level. Our values bring our mission to life and serve as the DNA for every decision we make: Authenticity: We believe in real dialogue. In any interaction, with patients, partners, vendors, or our teammates, we are true to who we are, say what we mean, and mean what we say. Collaboration: We appreciate what every person at Somatus brings to the table and believe that together we can do and achieve more. Empowerment: We make sure every voice gets heard and all ideas are considered, especially when it comes to our patients’ lives or our partners’ best interests. Innovation: We relentlessly look for ways to improve upon the status quo to continuously deliver new solutions. Tenacity: We see challenges as opportunities for growth and improvement — especially when new solutions will make a difference for our patients and partners. Showing Up for You We offer more than 25 Health, Growth, and Wealth Work Perks to help teammates learn, grow, and be the best version of themselves, including: Subsidized, personal healthcare coverage (medical, dental vision) Flexible Paid Time Off (PTO) Professional Development, CEU, and Tuition Reimbursement Curated Wellness Benefits supporting teammates physical and mental well-being Community engagement opportunities And more! At Somatus, we are redefining kidney care by empowering people through compassionate, coordinated, and technology-enabled services. The Senior IT Help Desk Specialist / Lead plays a critical role in supporting this mission by ensuring our employees have reliable, secure, and responsive technology support to deliver uninterrupted patient care. This role serves as a senior technical resource and informal leader within the IT Service Desk, providing advanced troubleshooting, escalation support, and mentorship to help desk team members. While remaining hands-on and user-facing, this position operates with a high degree of ownership, autonomy, and accountability, partnering closely with infrastructure, security, and application teams to continuously improve delivery service. This opportunity is well-suited for experienced help desk professionals—particularly those with MSP or enterprise backgrounds—who are motivated by service excellence, collaboration, and meaningful impact.

Requirements

5+ years of experience in IT help desk, technical support, or MSP environments
High school diploma or GED required; Associate degree or higher from an accredited college preferre
Demonstrated experience serving as a senior technician, escalation resource, or informal team lead
Experience supporting a distributed, remote workforce
Strong working knowledge of Windows operating systems and Microsoft 365
Proven ability to troubleshoot endpoints, peripherals, VPN, access, and identity-related issues.
Perform basic connectivity checks, including verifying physical connections, Wi‑Fi status, and network availability.
Guide users through troubleshooting steps such as restarting devices, reconnecting to networks, and checking outages.
Assist with VPN connectivity problems, including login issues and basic client configuration checks.
Document network-related symptoms clearly for escalation to Level 2 or Network Operations when required.
Excellent verbal and written communication skills, including experience supporting senior leaders
Strong customer service orientation with a calm, empathetic, and professional approach
Ability to work independently while contributing to a collaborative, mission-driven team

Nice To Haves

Experience in healthcare or other regulated environments
Hands-on experience with Microsoft Entra, Azure AD, and identity/access management
Familiarity with ServiceNow, Jira Service Management, or similar ticketing platforms
Experience supporting executive or corporate leadership users
Exposure to ITIL-based service management practices
Interest in long-term growth within enterprise IT, service management, or technical leadership

Responsibilities

Advanced Technical Support
Serve as a senior escalation point for complex or high-impact IT issues affecting corporate and remote employees
Provide advanced troubleshooting for user endpoints (laptops, iPad, iPhones), Microsoft 365, VPN, identity and access management, and connectivity-related issues
Support corporate leadership and executive users with professionalism, discretion, and urgency
Own incidents through resolution, ensuring clear communication, coordination, and follow-up
Document root cause, resolution steps, and preventative actions with accuracy and attention to detail
Service Desk Leadership & Enablement
Act as a technical mentor and day-to-day escalation resource for Help Desk Specialist I team members
Support onboarding and ongoing development of service desk staff through knowledge sharing and coaching
Provide guidance on troubleshooting techniques, ticket quality, and customer communication
Help improve first-contact resolution and reduce repeat incidents through feedback and training
Serve as a stabilizing presence during outages, service disruptions, or critical incidents
Process Improvement & Cross-Functional Collaboration
Identify trends, recurring issues, and service gaps; participate in root-cause analysis and long-term remediation
Develop and maintain knowledge base articles, runbooks, and standard operating procedures
Collaborate with infrastructure, security, and application teams to support reliable, scalable IT services
Participate in IT initiatives focused on service maturity, automation, and operational excellence
Balance user experience with security, compliance, and HIPAA requirements
Operational Excellence
Ensure adherence to Somatus IT standards, security policies, and regulatory requirements
Support service desk performance metrics, including SLA adherence, ticket quality, and customer satisfaction
Provide insight and recommendations to IT leadership on risks, trends, and improvement opportunities
Contribute to a culture of accountability, teamwork, and continuous improvement