14,364 Helpdesk Lead jobs in the United States

**Tier 1 Helpdesk Lead and Analyst**
**Category:** Service Desk / End User Services
**Main location:** United States, Virginia, Lebanon
**Position ID:** J0725-1950
**Employment Type:** Full Time
U.S. - CGI Federal - Making a real impact ( playing this video you consent to Google/YouTube processing your data and using cookies -Learn more (xweb.asp?clid=21001&page=cookiespolicy#integrationofyoutube) .
**Position Description:**
CGI Federal is seeking a business analyst to join a growing and dynamic program to lead a client-facing Momentum Tier 1 Help Desk as well as providing help desk support. In this role, you will monitor, support, and manage all help desk activities, ensuring seamless operations and prompt responses to customer reports. You will also be a member of the help desk team, answering user questions and requests along with others on the help desk. This is a great opportunity to expand your skillset in areas of leadership, client engagement, business and data analytics, and functional government finance and accounting services. Join us to make a significant impact by enhancing our helpdesk services and ensuring optimal performance across help desk operations.
This position is located in our Lebanon, VA office; however, a hybrid working model is acceptable.
**Your future duties and responsibilities:**
- Lead a team of 2 skilled and focused team members to assist end-users.
- Generate and deliver monthly Service Level Agreement Reports to the client.
- Report Helpdesk status to management team.
- Ensure smooth coordination of help desk tickets in line with our Service Level Agreements.
- Coordinate employee leave time with working calendar and ensure additional coverage is scheduled to maintain Service Level Agreements.
- Lead internal meetings, assisting management with implementing procedure changes, and promoting individual member growth.
- Maintain, update and expand the Helpdesk procedures and help pages.
- Identify and implement process improvements.
- Communicate effectively with the Momentum Tier 2 team, ensuring smooth handoffs of issues from Tier 1 to Tier 2.
- Act as a member of the Tier 1 Help Desk, providing end-user support.
- Anticipated split between the helpdesk lead role and providing end-user support is estimated to be 25%/75%.
**Required qualifications to be successful in this role:**
- At least 3 years of Momentum experience, demonstrating strong customer service and leadership.
- Understanding of and familiarity with Momentum practices and principles.
- Strong analytical thinking and problem-solving skills, with a passion for researching, developing, articulating, and documenting solutions to process and system challenges.
- Experience building positive relationships and delivering exceptional service to the clients.
- Exceptional written, oral communication, and presentation skills. Ability to effectively communicate and engage with senior-level management and clients.
- Experience with setting priorities and meeting deadlines.
- Ability to collaborate in a team environment to resolve issues and deliver solutions.
- Ability to manage a team and individual members. Encouraging team collaboration and promoting learning.
- Experience in training and user support.
- Ability to develop training materials and documentation.
Desired qualifications/non-essential skills required:
- Experience with SQL
- Experience working with U.S. Federal Legislative Branch Agencies
CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $57,100.00 - $121,900.00.
CGI Federal's benefits are offered to eligible professionals on their first day of employment to include:
- Competitive compensation
- Comprehensive insurance options
- Matching contributions through the 401(k) plan and the share purchase plan
- Paid time off for vacation, holidays, and sick time
- Paid parental leave
- Learning opportunities and tuition assistance
- Wellness and Well-being programs
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**Skills:**
+ Analytical Thinking
+ Detail-oriented
+ English
**What you can expect from us:**
**Together, as owners, let's turn meaningful insights into action.**
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you'll reach your full potential because.
You are invited to be an owner from day 1 as we work together to bring our Dream to life. That's why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company's strategy and direction.
Your work creates value. You'll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You'll shape your career by joining a company built to grow and last. You'll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
Come join our team-one of the largest IT and business consulting services firms in the world.
Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business.
CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at . You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. **Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.**
We make it easy to translate military experience and skills! Clickhere ( to be directed to our site that is dedicated to veterans and transitioning service members.
All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.
CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI's legal duty to furnish information.

**Responsibilities & Qualifications**
**RESPONSIBILITIES**
+ Oversees the day-to-day operations of the Technical Control Facility (TCF) Service Desk, specifically focusing on Pentagon Primary Technical Control Facility (PPTCF) and Pentagon Alternate Technical Control Facility (PATCF).
+ Monitor the Tech Control group email box for DISA ASI messages, coordinate with the ASI team, and process JSP ASI requests.
+ Oversee all tasks related to the day-to-day operations of the Technical Control Facility Service Desk.
+ Provide Tier-II Work Center support to receive and log trouble calls, track, resolve, and close trouble tickets according to JSP guidelines.
+ Institute and maintain a Training Program in accordance with DISAC standards.
+ Develop training plans, conduct in-person training classes, and maintain the Tech Control training lab.
+ Demonstrated excellence in planning, directing, and managing IT operations help desks.
+ Demonstrated successful working knowledge and supervision of help desk employees.
+ Knowledge of Tech Control equipment such as Switches, Encryption devices, Network Operation Consoles, and Circuits.
+ Knowledge of networking and network-based software applications.
+ Demonstrated ability for oral and written communication with the highest levels of management.
+ Must have knowledge in operating and maintaining Tier 2 Tech Control Helpdesk functions and DISAC 310-175-9.
+ Must have expert knowledge in translating high level functional and technical requirements based on interactions with the user community.
+ Knowledge in handling and managing incidents and service requests for activities such as changes, problems, configurations, and requisitions for equipment and services.
**REQUIRED QUALIFICATIONS**
+ Experience:
+ 5+ years with help desk support and operation in a DoD IT environment
+ 5+ years providing customers with day-to-day support by responding to, documenting, tracking, resolving, and managing customer issues, questions, and requests.
+ Certifications:
+ HDI Support Center Manager or equivalent
+ Education:
+ Bachelor's degree in related field
+ Clearance: Must possess a Top Secret/SCI clearance
**Overview**
We are seeking a Tier 2 Helpdesk Lead CAB Manager for Tech Control to join our team supporting DISA JSP ETM in Arlington, VA.
TekSynap is a fast-growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. "Technology moving at the speed of thought" embodies these principles - the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.
We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.
Visit us at .
Apply now to explore jobs with us!
The safety and health of our employees is of the utmost importance. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or regulation.
By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status. If at any time you would like to opt out of text messaging, respond "STOP".
"As part of the application process, you agree that TekSynap Corporation may retain and use your name, e-mail, and contact information for purposes related to employment consideration".
**Additional Job Information**
**WORK ENVIRONMENT AND PHYSICAL DEMANDS**
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
+ Location: Arlington, VA
+ Type of environment: Office
+ Noise level: Medium
+ Work schedule: Schedule is day shift Monday - Friday. May be requested to work evenings and weekends to meet program and contract needs.
+ Amount of Travel: Less than 10%
**PHYSICAL DEMANDS**
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
**WORK AUTHORIZATION/SECURITY CLEARANCE**
U.S. Citizen
Top Secret/SCI clearance
**OTHER INFORMATION**
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
TekSynap is a drug-free workplace. We reserve the right to conduct drug testing in accordance with federal, state, and local laws. All employees and candidates may be subject to drug screening if deemed necessary to ensure a safe and compliant working environment
**EQUAL EMPLOYMENT OPPORTUNITY**
In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information, or any other characteristic protected by law (referred to as "protected status"). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.
TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact for assistance.
**Job Locations** _US-VA-Arlington_
**ID** _2024-6365_
**Category** _Information Technology_
**Type** _Regular Full-Time_

Helpdesk 3rd Shift Lead
Primary Location: Raleigh, North Carolina

V-Soft Consulting is currently hiring for a Helpdesk 3rd Shift Lead for our premier client in Raleigh, North Carolina .

Education and Experience "

• Bachelor's degree in Information Technology, Health Informatics, or related field, or equivalent combination of education and experience.
• Minimum of 3 years supporting Epic and healthcare applications: 3 years.
• Proficiency with ServiceNow: 3 years.
• Experience supervising or mentoring helpdesk teams in a healthcare setting: 3 years.

Highly desired:

• Strong understanding of clinical workflows and healthcare operations.

WHAT YOU'LL DO:
Job Responsibilities:

• Lead support staff during assigned shifts, offering guidance, coaching, and performance oversight.
• Develop and maintain technical documentation, workflows, and knowledge base content.
• Provide expert-level support for Epic applications, including issue triage, resolution, and coordination with application analysts and vendors.
• Serve as the highest escalation point for complex Epic-related incidents, service requests, and troubleshooting.
• Monitor and prioritize ServiceNow ticket queues to ensure service level agreements (SLAs) are met.
• Coordinate with clinical informatics, application teams, and infrastructure services to address cross-functional issues.
• Oversee helpdesk operations during shift, including workload distribution, shift reporting, and escalation handling.
• Assist in planning and supporting Epic go-lives, system upgrades, and Technical Dress Rehearsals (TDRs).
• Train and mentor helpdesk team members, ensuring adherence to support standards and customer service best practices.
• Report critical incidents, risks, and patterns to leadership for further review and resolution.

Interested?
Qualified candidates should send their resumes to

V-Soft Consulting Group is recognized among the top 100 fastest growing staffing companies in North America, V-Soft Consulting Group is headquartered in Louisville, KY with strategic locations in India, Canada and the U.S. V-Soft is known as an agile, innovative technology services company holding several awards and distinctions and has a wide variety of partnerships across diverse technology stacks.

As a valued V-Soft Consultant, you're eligible for full benefits (Medical, Dental, Vision), a 401(k) plan, competitive compensation and more. V-Soft is partnered with numerous Fortune 500 companies, exceptionally positioned to advance your career growth.

V-Soft Consulting provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

For more information or to view all our open jobs, please visit or call ( .

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#MonsterPost

Our client is looking for a motivated and experienced Senior Customer Support Lead to manage and enhance their technical helpdesk operations in the bustling environment of New York City, New York . This vital role will be responsible for overseeing the day-to-day activities of the customer support team, ensuring prompt and effective resolution of technical issues, and maintaining high levels of customer satisfaction. The ideal candidate will have a strong background in customer service, technical support, and team leadership, with a proven ability to train, mentor, and motivate support staff. Responsibilities include managing incoming support requests via phone, email, and chat, troubleshooting complex technical problems, escalating issues when necessary, and documenting solutions for a knowledge base. You will be responsible for monitoring team performance metrics, identifying areas for process improvement, and implementing strategies to enhance efficiency and customer experience. This position requires a deep understanding of common software and hardware issues, excellent problem-solving skills, and the ability to communicate technical information clearly to both technical and non-technical users. Strong leadership qualities, including delegation, performance management, and conflict resolution, are essential. You will also collaborate with other departments, such as IT and product development, to identify recurring issues and contribute to product improvements. We are seeking a proactive, organized, and empathetic individual who is dedicated to providing exceptional customer service and fostering a positive team environment. This is an excellent opportunity for a seasoned support professional to take on a leadership role, make a significant impact on customer satisfaction, and contribute to the operational excellence of a leading company. If you are passionate about technology, customer advocacy, and team leadership, we encourage you to apply.

Key Responsibilities:

• Lead and manage the daily operations of the technical helpdesk team.
• Provide advanced technical support and troubleshoot complex customer issues.
• Ensure timely and accurate resolution of support tickets across all channels.
• Develop and maintain a comprehensive knowledge base of technical solutions.
• Monitor team performance, identify training needs, and provide coaching.
• Implement and improve helpdesk processes and workflows.
• Analyze support data to identify trends and recommend product enhancements.
• Manage escalations and ensure customer satisfaction.
• Collaborate with other departments to resolve cross-functional issues.
• Maintain a positive and professional demeanor while assisting customers.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• 5+ years of experience in technical support or customer service.
• 2+ years of experience in a team lead or supervisory role.
• Strong knowledge of operating systems, networking, and common software applications.
• Excellent problem-solving, diagnostic, and analytical skills.
• Proficiency with helpdesk ticketing systems (e.g., Zendesk, ServiceNow).
• Exceptional communication, interpersonal, and customer service skills.
• Ability to effectively manage and motivate a team.
• Experience in remote support is a plus.

A dynamic technology solutions provider is seeking a motivated Technical Support Lead to manage their Helpdesk operations in **Richmond, Virginia**. This role is ideal for an experienced IT professional who excels at troubleshooting, problem-solving, and team leadership. You will be responsible for overseeing the daily activities of the IT support team, ensuring timely and effective resolution of user issues, and maintaining high levels of customer satisfaction. The ideal candidate will possess strong technical acumen across various hardware and software platforms, excellent communication skills, and a passion for providing outstanding support.

Key Responsibilities:

• Lead and mentor a team of IT support technicians, providing guidance and technical expertise.
• Manage incoming helpdesk tickets, prioritizing and assigning tasks to ensure efficient resolution.
• Oversee the installation, configuration, and maintenance of computer hardware, software, systems, networks, and peripherals.
• Troubleshoot and resolve technical issues reported by end-users via phone, email, or ticketing system.
• Develop and maintain comprehensive documentation, including knowledge base articles and troubleshooting guides.
• Monitor system performance and identify potential issues before they impact users.
• Ensure adherence to IT policies and procedures, including security protocols.
• Manage asset inventory and software licensing.
• Participate in the evaluation and implementation of new technologies and support tools.
• Contribute to the continuous improvement of helpdesk processes and customer service standards.

Qualifications:

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Minimum of 4-6 years of experience in IT support or helpdesk roles, with at least 2 years in a lead or supervisory capacity.
• Strong knowledge of operating systems (Windows, macOS), hardware, and common business applications (Microsoft Office Suite, Google Workspace).
• Experience with ticketing systems (e.g., ServiceNow, Zendesk) and remote support tools.
• Excellent troubleshooting and problem-solving skills.
• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Relevant certifications (e.g., CompTIA A+, Network+, ITIL Foundation) are a plus.
• Experience with network troubleshooting and basic network administration is beneficial.
• Customer-centric approach with a commitment to providing exceptional service.

Join a growing company in **Richmond, Virginia**, and take the lead in ensuring seamless technology support for our users. Competitive compensation and benefits are offered.

Our client, a rapidly expanding technology firm, is seeking an experienced Technical Support Lead to manage and elevate their IT Helpdesk operations in **Grand Rapids, Michigan, US**. This role is vital for ensuring seamless technology support for our client’s internal teams and external customers. The ideal candidate will have a strong background in IT support, excellent troubleshooting skills, and proven leadership abilities. You will be responsible for leading a team of IT support specialists, overseeing ticket resolution, managing IT infrastructure, and implementing best practices for helpdesk operations. Key duties include providing Tier 2 and Tier 3 technical support, diagnosing and resolving hardware, software, and network issues, and managing user accounts and permissions. You will also be responsible for developing and maintaining IT documentation, creating knowledge base articles, and training support staff on new technologies and procedures. The successful candidate will demonstrate exceptional customer service skills, a proactive approach to problem-solving, and the ability to effectively manage a team in a high-pressure environment. A Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience, is required. A minimum of 5 years of experience in IT support, with at least 2 years in a supervisory or lead role, is essential. Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are highly desirable. If you are passionate about technology, dedicated to providing outstanding support, and ready to lead a high-performing team, our client offers a challenging and rewarding opportunity.

The Service Desk (SD) Team Members goal is to provide world class customer service to both members and guests, presenting a positive first impression of the club. The SD Team Member is the vital connection to our members and plays an important role in the companys brand promise of Making People Feel Comfortable and our core purpose of Changing Peoples Lives. The SD Team Member is the smile and face that greets our members and guests, makes them feel special and helps to make their day. The SDs natural friendliness and warmth can be felt over the phone, making members feel confident that Brick Bodies is the right place for them. The SD understands the importance of anticipating members needs and exceeding their expectations to help create raving fans. The SD is part of a team of many other departments and is under the supervision of the Service Desk Team Leader and Operations Manager.

Duties and accountabilities include but are not limited to:

* Greeting members with a warm smile and by name
* Greeting all guests with a warm smile and following the guest policy
* Keeps informed of all policies, procedures and programs
* Answering phones with proper greeting and taking appropriate messages.
* Following companys Telephone Inquiry procedure
* Washing and handing out towels.
* Collecting balances on past due accounts.
* Maintaining a tidy service desk area.
* Operating Point of Sale system.
* Assisting with club housekeeping, restocking locker room products.
* Opening and closing the club as needed.
* Operating our class/appointment schedule system.
* Greeting and saying good-bye to members and guests.
* Cleaning duties as assigned by the leadership team, including but not limited to, cleaning, sanitizing and disinfecting workout equipment, group fitness studios, work stations, locker rooms and restrooms.
* Because of the fluctuating demands of our Clubs operations, it may be necessary that each associate performs a multitude of different functions. Therefore, as an essential part of your job, you will be expected to help others when the occasion arises, just as other associates are expected to help you. Accordingly, you may be expected to perform other tasks as needed that are not included in the above accountability list.

Qualifications

Previous service-oriented experience is helpful. Current CPR/AED certification.

Skills Required:

* Strong customer service and interpersonal skills.
* Excellent phone skills.
* Effective multi-tasking skills.
* Effective written and verbal communication skills.
* Ability to follow directions well.
* Ability to work well unsupervised.

Special Characteristics:

* Positive attitude with the commitment to excellence
* Ability to work well with people
* Punctuality
* Dependability
* Resourceful, creative, decisive

Core Values:

Role model the Brick Bodies Core Values

* Live the Brand
* Be Tenacious
* Be a Team Player