Help Desk Team Lead

Location: Remote within the United States; onsite work is available at offices in Arlington, Virginia, and Baltimore, Maryland.

Company

hirify.global delivers digital services and technology solutions for federal health, public safety, veteran, service member, and civilian missions.

What you will do

• Oversee the daily operations and performance of a customer service help desk team.
• Develop and implement help desk procedures, standards, and best practices.
• Ensure prompt resolution or appropriate escalation of supported-application inquiries.
• Monitor ticket queues, prioritize escalations, and maintain service level agreements.
• Analyze historical and forecasted trends to develop data-driven recommendations.
• Oversee knowledge-base development and collaborate on new technologies and procedures.

Requirements

• Must reside in and be able to work in the United States.
• Must have lived in the United States for at least 3 of the last 5 years.
• Ability to obtain a U.S. Federal Position of Trust clearance designation.
• Bachelor’s degree in a related field and 5 years of help desk operations experience, or an associate degree with 7 years of experience.
• Strong analytical, decision-making, communication, collaboration, and prioritization skills.
• Experience leading help desk teams and applying continuous improvement and process optimization methodologies.

Nice to have

• Proficiency with ServiceNow, AWS Connect, Jira, and Confluence.
• Knowledge of the healthcare industry and experience with Medicare or Medicaid projects.
• Experience introducing improvements and innovative approaches in large help desk operations.

Culture & Benefits

• Top-tier benefits supporting physical, mental, and financial health and wellness.
• Growth-oriented environment with opportunities to learn new skills and advance professionally.
• Inclusive workplace with opportunities for veterans, transitioning service members, and military spouses.
• Remote work options across the United States, with onsite options in Arlington and Baltimore.