Help Desk Lead/Manager (Government Services)

TL;DR

Help Desk Lead/Manager (Government Services): Coordinating triage meetings and providing high-level technical support for end-users with an accent on team leadership and incident management. Focus on establishing support procedures, managing help desk staff, and ensuring high service standards for business-critical systems.

Location: Remote (Must be able to have and maintain a Non-Sensitive / High Risk Public Trust security clearance)

Company

hirify.global is a veteran-owned small business providing cybersecurity, IT infrastructure, and professional services to the US federal government.

What you will do

• Supervise and coordinate the activities of Help Desk Technicians and representatives.
• Analyze complex technical problems and provide support for hardware, software, and systems.
• Establish scripts, procedures, and templates for daily help desk operations.
• Manage the help desk call logging system and track performance to ensure high customer service standards.
• Lead triage meetings with stakeholders to coordinate and resolve end-user issues.
• Oversee the hiring, training, and ongoing support of help desk staff.

Requirements

• Required to have and maintain a Non-Sensitive / High Risk (Public Trust) security clearance (Tier 4/6c).
• PMP or PgMP certification is mandatory.
• 7+ years of experience in supporting IT as a Help Desk Lead or Manager.
• HS Diploma/GED (Bachelor's Degree is desired).
• Strong leadership, interpersonal, and conflict-handling skills.

Culture & Benefits

• Comprehensive health coverage including medical (three plan choices), dental, and vision insurance.
• Financial benefits: 401k with competitive matching and vesting schedule.
• Generous time off: 11 Federal Holidays and accrued Paid Time Off.
• Company-paid short-term and long-term disability, as well as life and AD&D insurance.
• Wellness and lifestyle perks: Calm Health app, WellHub gym subsidy, and pet insurance.
• Support for professional growth via continuing education assistance.