Help Desk/Customer Support Lead

Job Title:                                                  Help Desk/Customer Support Lead (Sr Project Manager Level 3)

Location:                                                  Reston,  VA – TechSur HQ Office (3x/week) 

Salary:                                                       DOE full benefits 

Clearance:                                              Public Trust 

Company Overview 

TechSur Solutions is a digital services company whose mission is to enable digital transformation for our customers, improving quality and efficiency. Based in the DC metropolitan area, TechSur specializes in advanced cloud services, modernization for both IT structures and applications, leveraging Agile development, and data analytics. Since we were formed in August of 2016, we have supported multiple impactful and exciting government programs. 

Job Description: The Help Desk/Customer Support Lead is responsible for overseeing multi-tiered help desk operations, ensuring efficient, customer-centric technical support for users of the OHS Aligned Monitoring System 2.0 (IT-AMS). The role demands a proactive approach to resolving technology issues quickly and effectively, providing exceptional service to users across various regions and time zones, and maintaining high standards of user satisfaction.

Responsibilities:

• Supervise and manage the help desk support team.
• Provide live technical assistance and proactive support for system users, ensuring immediate issue resolution during initial user engagement.
• Establish and maintain a mechanism for emergency after-hours support.
• Perform quality control checks on evidence posted to the IT-AMS website during monitoring reviews.
• Anticipate user needs and rapidly respond to technology requirements of reviewers and review team leaders.
• Track, analyze, and address recurring, rising, or high-volume Help Desk issues.
• Collaborate with cross-functional teams, including development and product teams, to communicate recurring support issues and inform new or revised product stories and system enhancements.
• Develop and maintain user-centric training materials, work aids, and documentation, continuously seeking user feedback to iterate and improve these materials.
• Conduct user training for IT-AMS applications and systems, ensuring users remain familiar with system functionalities and receive periodic refreshers.

Requirements:

• Extensive experience in technical support within a product or project management context.
• Demonstrable understanding of multi-tiered help desk operations.
• Proven ability to analyze support patterns and effectively communicate insights with technical teams for ongoing improvement.
• Strong collaborative skills to work effectively with key personnel and development teams.
• Proficiency in designing, editing, and maintaining technical and training documentation across various delivery formats (HTML, video, static documents).
• Familiarity with agile methodologies, including iterative development and user-centered research and design practices.
• Excellent problem-solving, communication, and customer service skills.
• Ability to swiftly pivot in response to changing priorities and user feedback.

Preferred (non-mandatory) Qualifications:

• Experience with Health and Human Services – Administration of Children and Family Services (ACF)
• Experience with the specific technologies and tools used in IT-AMS (e.g., Java, React, Node).
• Tableau report development and data visualization expertise.
• Experience with federal IT security standards and compliance (FISMA, FedRAMP).
• Preferred proficiency in Spanish language skills for broader user support.
• Prior experience working with government or public sector IT systems.

Education & Certification:

• Bachelor's degree in information technology, computer science, business administration, or a related field preferred.
• Relevant certifications in IT service management (e.g., ITIL) or agile project management are desirable.