We need a Help Desk Support Lead.
Are you the person who can calm a frustrated user and a frazzled team in the same five minutes? Do you take real pride in a support queue that runs like a well-oiled machine- fast, friendly, and never dropping the ball? If you love running a support operation that makes people’s day smoother, then please apply.
Come join us if you're motivated to learn from others, to learn from mistakes, to be part of a future-looking and growth-oriented team.
Let's go Skyward together.
What you'll do:
- Lead support for CMS’s enterprise AI services, keeping high-profile users productive and happy.
- Own the support queue, set the standard for response and quality, and keep the team’s rhythm tight.
- Provide white-glove support to CMS stakeholders, up to the Administrator’s office, with polish and discretion.
- Mentor support staff, build playbooks, and raise everyone’s game.
- Channel feedback from leadership back to the product, AI, and engineering teams.
- Maintain SOPs and knowledge base articles and support UAT and post-deployment smoke testing.
What we’d like you to have:
- A bachelor’s degree and 5+ years in IT support, with team-lead or supervisory experience.
- Exceptional communication and people skills, with the polish to support senior executives.
- A calm, unflappable demeanor in high-stress, high-visibility situations.
- The ability to research and resolve technically complex issues.
- The ability to obtain and maintain a Public Trust security clearance.
What would blow us away:
- Experience supporting AI/ML, chatbot, or LLM-based tools.
- Experience providing executive or VIP-level support.
- Previous experience supporting CMS or another federal agency.
Even if you don’t meet 100% of the qualifications, we encourage you to apply. At Skyward, we’re focused on hiring individuals with the right skills and passion to grow, not just checking off every box.
And now the important part. What we offer you:
- Medical, dental, vision insurance
- 15 days of paid leave
- 7 days of sick leave
- 2 days bereavement leave
- 11 paid Federal holidays
- Up to 40 hours for jury duty
- 401K with 4% employer contribution (and no vesting period)
- Up to 4 weeks of paid paternity and maternity leave
- Company provided laptop
- $5,000 per year for professional development
- $600 per year for technical supplies and equipment
- $2,000 referral bonus
- Life and disability insurance
- HSA and FSA
- Legal Shield and ID Shield Voluntary Benefits
- Opportunity to work in a collaborative, motivated team focused on modernizing government services with cutting-edge technology and innovative solutions. Who says government work can’t be exciting!
Skills Required
- Bachelor's degree
- 5+ years of IT support experience
- Team lead or supervisory experience
- Exceptional communication and interpersonal skills
- Ability to support senior executives professionally
- Calm, unflappable demeanor in high-stress situations
- Ability to research and resolve technically complex issues
- Ability to obtain and maintain a Public Trust security clearance
- Experience supporting AI/ML, chatbot, or LLM-based tools
- Executive or VIP-level support experience
- Experience supporting CMS or another federal agency
What We Do
Skyward IT Solutions, LLC is a technology services provider specializing in AI-driven government services and digital modernization for federal and public sector operations. Founded in 2013, the company delivers secure, scalable, and user-centered solutions including custom AI agents, cloud engineering, and agile software development, focusing on improving service delivery and operational efficiency for agencies such as CMS and the SBA.
