Help Desk Lead

PSI is seeking a Customer Service Manager supporting a Department of Veterans Affairs Information Technology Help Desk and its end users.  The Customer Service Manager will plan, implement, and manage customer service systems while providing leadership and technical guidance for the delivery of responsive, high-quality customer support. 

The successful candidate will oversee customer service activities, address escalated customer satisfaction issues, and review service data to identify trends, recurring problems, and opportunities for improvement.  The Customer Service Manager will communicate these findings to the Program/Project Managers/Program Teams and collaborate with technical personnel to improve service performance and the overall customer experience. 

This position requires a customer-focused professional with strong leadership, analytical, troubleshooting, communication, and organizational skills.  The Customer Service Manager must be capable of operating in a high-volume, fast-paced environment and coordinating the resolution of both technical and non-technical customer issues.  The role will also provide Tier 2 support for desktop systems, peripheral devices, telecommunications tools, and other supported IT services. 

This position is required to be performed on-site at the VACO Building in Washington, DC.  The standard work schedule is Monday through Friday, 0900 to 1700 hours.  Attendance at the designated work location during these hours is required to support mission and operational needs. 

• Plan, implement, manage, and continuously improve customer service systems, processes, and support activities. 

• Lead and coordinate Tier 1 and Tier 2 customer service and technical support operations. 

• Provide guidance and technical assistance to Customer Service Engineers and other Help Desk personnel. 

• Monitor customer service delivery to promote timely, consistent, and professional support. 

• Handle escalated customer inquiries, service concerns, and customer satisfaction issues through resolution. 

• Review service desk, ticketing, and customer support data to identify trends, recurring incidents, service gaps, and emerging issues. 

• Prepare and present clear reports on customer service trends, significant issues, and recommended corrective actions to system program teams. 

• Coordinate with system administrators, engineers, program personnel, and other technical teams to resolve complex or recurring customer issues. 

• Manage and prioritize support workloads using established ticketing systems and escalation procedures. 

• Oversee the resolution of Tier 1 and Tier 2 incidents involving desktop systems, laptops, peripheral devices, network connectivity, telecommunications tools, and supported software. 

• Ensure that customer incidents, requests, troubleshooting activities, and resolutions are accurately documented. 

• Track unresolved and escalated tickets, identify barriers to resolution, and facilitate appropriate follow-up. 

• Analyze operational logs, service metrics, and other available data to support corrective and preventive actions. 

• Develop, maintain, and improve standard operating procedures, knowledge articles, troubleshooting guides, and customer training materials. 

• Train and mentor support personnel on customer service practices, technical procedures, documentation standards, and supported technologies. 

• Provide end-user training and guidance on frequently encountered technical issues and supported systems. 

• Support the maintenance of reliable and available IT services by identifying operational risks and coordinating corrective action. 

• Participate in the implementation and improvement of Help Desk tools, workflows, customer communication methods, and service management practices. 

• Promote compliance with applicable security requirements, organizational policies, service-level expectations, and documented procedures. 

• Communicate effectively with customers, technical teams, program leadership, and other stakeholders. 

• Provide support outside normal business hours during critical events or operational periods, when required. 

• Perform other customer service management and Tier 1/2 technical support duties as assigned. 

• Bachelor’s degree in a general field. 

• Minimum of five years of relevant experience in customer service management, IT service delivery, Help Desk operations, technical support, or a related area. 

• Eight years of additional relevant experience may be substituted for the bachelor’s degree. 

• Experience planning, implementing, or managing customer service systems and support processes. 

• Experience handling escalated customer concerns and customer satisfaction issues. 

• Experience reviewing operational or customer service data to identify trends, recurring problems, and areas for improvement. 

• Ability to effectively report customer service trends and issues to system program teams and other stakeholders (to include Director/Executive level). 

• Experience supporting or overseeing work in a high-volume, fast-paced customer service or technical support environment. 

• Experience using ticketing or service management systems to document, assign, prioritize, track, and resolve customer requests. 

• Demonstrated troubleshooting and problem-resolution skills involving desktops, laptops, peripheral devices, software, connectivity, or related IT services. 

• Ability to coordinate complex issue resolution across customer service, engineering, system administration, and program teams. 

• Experience developing or maintaining standard operating procedures, knowledge articles, technical documentation, or training materials. 

• Strong customer service, leadership, communication, analytical, and organizational skills. 

• Demonstrated ability to work effectively with diverse executive leadership styles, navigating personalities with diplomacy, discretion, and professionalism. 

• Strong written communication skills, including the ability to prepare clear reports and technical documentation. 

• Ability to communicate technical information effectively to both technical and non-technical audiences. 

• Ability to work independently, exercise sound judgment, manage competing priorities, and provide direction with minimal supervision. 

• Demonstrated commitment to service quality, system availability, and a positive customer experience. 

• Ability to sit at a workstation for long periods of time 

• Able to lift, carry, move, load, and unload heavy objects (up to 50 pounds) 

• Experience supporting federal government customers or the Department of Veterans Affairs. 

• Experience with Microsoft Office, Microsoft 365, Active Directory, VPN, SharePoint, wireless networks, and common desktop technologies. 

• Experience supporting telecommunications or unified communications technologies, including Genesys Cloud Contact Center. 

• Experience supervising, mentoring, or providing technical directions to Help Desk or customer service personnel. 

• Familiarity with IT service management principles, service-level monitoring, trend analysis, and continual service improvement. 

• Relevant technical or service management certifications, such as CompTIA A+, Network+, Security+, Microsoft certifications, HDI, or ITIL. 

PSI offers full-time, benefits eligible employees a competitive total compensation package that includes paid leave, and options for employer sponsored group medical, dental, vision, short-term and long-term disability, life insurance, AD&D coverage, legal services, identity theft, and accident insurance. Flexible spending account and health saving account options offer pre-tax savings for qualified medical, dental, and vision expenses. The company sponsored 401(k) retirement plan has an employer contribution match that is immediately vested. We invest in the professional growth of our employees through professional courses, certifications, and tuition reimbursement programs.

It is company policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits, and termination, are made without regard to race, color, religion, age, sex, sexual orientation, pregnancy, gender identity, genetic information, national origin, citizenship status, veteran status, protected veteran status, disability, or any other characteristic protected by applicable federal, state, or local law.

To ensure fair and consistent consideration of all applicants, all candidates must submit a formal application through Planned Systems International's Applicant Tracking System (ATS), iCIMS. Resumes submitted via email, social media, referrals, recruiting events, or other means will not be considered an official application and must be accompanied by a completed online application in the ATS before a candidate can be considered for employment. Reasonable accommodations for applicants and employees with disabilities will be provided. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, or to receive an update regarding the status of your application, please contact Talent Acquisition by emailing [email protected], or by dialing 703-575-8400.