News Article

Vacancy: Help Desk Lead

Jan 15, 2020

U.S. citizenship is required.

All candidates must be able to obtain a Federal background clearance.


Help Desk Lead reports to the Help Desk Manager and supports the help desk activities described below. As part of the help desk team, the Lead must have excellent customer service and be responsible for providing end user support to the user base. Must be able to lead the team and support multiple projects simultaneously.

Primary responsibilities:

  • Lead a team of help desk specialists to answer internal and external telephone calls for end user issues or requests, complete tickets in the ticketing system and process the requests
  • Serve as the single point of contact to the end users for related issues, problems, requests and escalations. Act as an escalation point and assist in escalated issues/special service ticket research, especially from FSA escalations. Ensure customer requirements are met in terms of communication, prioritizing, escalating and resolving incidents and requests.
  • Monitor end user arriving via email for end users seeking help, by completing a ticket in the ticketing system and processing the request
  • Track, route and redirect problems to correct resources
  • Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
  • Provide excellent professional and efficient Helpdesk Support with the day to day workload. Ensure that end users are receiving appropriate assistance
  • Must have strong Customer Service mindset with internal and external customers
  • Delegate tasks and validate completion
    • Ensure deadlines are met for projects
    • Email queue cleared by cob
    • Voicemail queue check at regular intervals (9am, 11am, 1pm, 3pm, 5pm, etc)
    • Access request turnaround is 1 business day
    • Act as quality control for the team, addressing tickets, response times, quality, etc
  • Develop and prioritize work daily
  • Support Incident Manager
    • Provide updates for group actions
    • Provide metric reporting as needed, monthly and ad hoc
    • Join and support incident calls
  • Provide Weekly Status reports, including the Weekly Helpdesk statistics
    • Report status on tickets and queues
  • Ensure documentation is up to date, including the standardization of helpdesk services and procedures along with streamlining any discovered inefficiencies.
  • Be flexible, schedule may require working additional hours to complete work on tight deadlines
  • DMCS System Bulletin monitoring
    • Assist with outage reporting and troubleshooting
    • Assist with updates for Production Status report for Helpdesk Status
  • New access requests
    • Distribute workload
    • Maintain and monitor spreadsheet updates
    • Work with Security team on forms and process improvements
  • Assist with Helpdesk scheduling
  • Process and Improvement initiatives
  • Represent Help Desk in meeting if, and when applicable
  • Liaising with Change Management, Config Management, and management team members

Help Desk Lead Qualifications:

  • Ability and desire to provide excellent customer-service to internal and external customers
  • Ability to lead a team and delegate tasks as needed.
  • Desire to learn ticket lifecycle process.
  • Knowledge of software and operating systems
  • Working knowledge of MS operating systems, Windows environment and Java applications.
  • Ability to do analysis of existing systems and recommend process improvements
  • Proficient in MS Office Suite of tools
  • Highly organized and ability to work independently
  • Familiarity with Information Technology Infrastructure Library (“ITIL v3") desired


  • Bachelor’s Degree in Information Technology or equivalent work experience desired.

OmniSystems is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.