Lead Help Desk Technician

The Lead Help Desk Technician provides technical and functional support while leading day-to-day help desk operations for a Commercial Off-The-Shelf (COTS) software solution delivered to a U.S. Government customer. This position also acts as a senior escalation point, mentors help desk personnel, and coordinates with program and technical teams to improve incident handling and system operations.

Role Overview

VTG delivers a COTS platform that integrates with external systems to support the federal acquisition lifecycle. The Lead Help Desk Technician serves as a senior contact for end users and provides oversight and coordination of daily help desk activities.

Key Responsibilities

• Provide day-to-day guidance, direction, and support to help desk personnel to maintain consistent service delivery and adherence to established procedures and service-level targets.
• Act as a senior escalation point while providing Tier 1 and Tier 2 assistance through phone, email, ticketing system, virtual meetings, or other approved channels.
• Oversee the logging, categorization, prioritization, troubleshooting, documentation, and resolution of incidents according to established procedures and service-level targets.
• Monitor and coordinate routine service requests, including account support, access questions, and system navigation assistance, ensuring timely completion.
• Support contracting officers, contracting specialists, program managers, and other users by explaining application workflows, business rules, data requirements, approvals, and reporting features.
• Assist with diagnosing complex browser, authentication, permissions, connectivity, data-entry, integration, and application-performance issues.
• Review escalated issues, reproduce problems, capture supporting evidence, assess operational impact, and coordinate resolution with the technical product team.
• Monitor ticket assignments, team workload, priorities, and outstanding requests to ensure appropriate coverage and timely resolution.
• Ensure clear status updates, workarounds, resolution instructions, and closure confirmations for both technical and nontechnical audiences.
• Coordinate help desk activities during go-live preparation, readiness activities, user onboarding, and post-launch hypercare.
• Develop, review, and maintain knowledge articles, troubleshooting guides, frequently asked questions, standard responses, and other support documentation.
• Mentor and assist help desk personnel with troubleshooting techniques, customer service practices, system knowledge, and professional development.
• Analyze recurring tickets and trends; recommend corrective actions, usability improvements, training topics, and automation opportunities.
• Monitor and report on ticket volume, aging, resolution time, backlog, customer feedback, team performance, and recurring issue categories.
• Collaborate with program leadership, business analysts, developers, trainers, system administrators, cybersecurity staff, and customer stakeholders to address operational needs and support priorities.
• Identify opportunities to enhance help desk operations, support processes, tools, documentation, and overall user experience.

Required Qualifications

• Active Top Secret Security Clearance with CI Polygraph.
• Bachelor’s degree in Information Systems, Computer Science, Engineering, Business, Finance, Accounting, or a STEM-related discipline. Relevant professional experience may substitute for the degree requirement.
• Experience supporting Intelligence Community or DoD programs.
• Experience supporting users of web-based enterprise applications in a help desk, service desk, customer support, or application support role.
• Demonstrated experience providing team leadership, mentoring, or coordinating help desk or technical support personnel.
• Ability to oversee daily support activities, prioritize competing requests, manage escalations, and ensure timely issue resolution.
• Ability to troubleshoot logically, ask effective diagnostic questions, reproduce issues, and document steps and outcomes accurately.
• Strong written and verbal communication skills, including translating technical concepts for nontechnical users.
• Professional customer service skills, sound judgment, patience, attention to detail, and strong ownership.
• Ability to remain effective during go-live or high-volume support periods while managing multiple priorities.
• Experience using ticketing systems, knowledge-base tools, collaboration tools, and remote-support tools.
• Ability to learn complex federal, DoD, and Agency-specific acquisition and business processes, terminology, roles, and business rules.
• Ability to work effectively with geographically distributed government and contractor teams.

Technologies

• Ticketing system
• Knowledge-base
• Collaboration tools
• Remote-support tools
• Virtual meeting
• Web-based enterprise applications
• Browser
• Single sign-on
• Role-based permissions
• Identity and access management
• Oracle
• Momentum
• SAP
• Appian

Work Location and Schedule

• Work will be performed at the customer site in Springfield, VA.
• Full-time position supporting customer-defined operating hours, with occasional extended-hours, on-call, weekend, or surge support during software releases and the annual end-of-fiscal-year surge period in August and September.

Preferred Qualifications

• Familiarity with federal acquisition processes and the responsibilities of contracting officers, contracting specialists, and program managers.
• Prior experience implementing or supporting federal financial management systems (Oracle, Momentum, SAP, Appian, or similar).
• Experience with identity and access management, single sign-on, role-based permissions, browsers, and common web-application integrations.
• Experience creating knowledge articles, job aids, standard operating procedures, and user training materials.
• Knowledge of software development life cycle (SDLC) practices, principles, and techniques as they apply to Agile development.
• Experience monitoring service-level agreements (SLAs), help desk metrics, and operational performance.
• Relevant certifications such as CompTIA A+, Network+, or Security+.