Jobs in the United States

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Added 1 min ago
Senior Team Leader, Operations
Edward Jones
United States
Louis, MO home office locations are expected to work in the office four days per week
Added 1 min ago
Senior Financial Analyst, Commercial Finance
Mozilla
Remote, United States
…initiatives), Ads revenue analysis in partnership with our Data Science team, and Marketing cost including labor and program spend reconciliation through…
Added 2 mins ago
Analyst - Power & Utilities - Global Corporate & Investment Bank
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NY
The selected colleague will work at an MUFG office or client sites four days per week and work remotely one day
Added 2 mins ago
Central Plant Mechanic Apprentice (HVAC)
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…the opportunity to gain the experience and training that can lead to becoming a licensed journey level Central Plant…
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PC
Senior Demand Planning Analyst
Post Consumer Brands
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- $80,166 to $118,645 USD / year
This is a hybrid role based in Lakeville, Minnesota, with three days per week in the office
Added 6 mins ago
Senior Talent Acquisition Partner
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Remote, United States
Lead multiple full-cycle recruitment processes across technical and non-technical functions, managing priorities, timelines, and hiring expectations.
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Senior qTest Technical Product Consultant
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As a Senior qTest Technical Product Consultant, you will lead the administration, integration, and optimization of Tricentis qTest across complex enterprise environments. You will play a…
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Senior Platform Engineer (Crossplane)
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The Senior Platform Engineer will design, build, and operate cloud-native infrastructure supporting a large-scale data platform processing approximately 400,000 pipelines every day. This…
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Senior Inside Account Manager, Public Sector
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Lead end-to-end sales cycles, including discovery, solution positioning, negotiations, procurement, and deal closure.
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Senior AI & MLOps Engineer
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…architectures for complex enterprise applications. You will lead deployment automation, implement MLOps and LLMOps best practices, and ensure optimal performance through monitoring and…
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Security Engineer (SOC 2 / HIPAA) | GovTech
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Remote, United States
- $14,583 to $17,500 USD / month
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Added 6 mins ago
Manager, Supply Planner
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The Manager, Supply Planner will lead regional supply planning operations across North America, ensuring product availability while optimizing inventory, production capacity, costs, and…
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Director, Integrated Marketing
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- $140,000 to $160,000 USD / year
The Director, Integrated Marketing will lead the marketing strategy for two established lifestyle and design brands, driving advertising revenue, audience growth, and subscription and…
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Digital Marketing Customer Success Manager
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…visibility, and PPC, you will translate complex performance data into actionable business recommendations. You will take ownership of client satisfaction, account health, and retention…
Added 7 mins ago
Senior Propulsion Engineer- Components
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Specify, source, and qualify purchased components; serve as a technical lead with suppliers, review qualification and acceptance data, and drive corrective action and/or second sourcing
Added 7 mins ago
Principal Propulsion Engineer- Components
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Specify, source, and qualify purchased components; serve as a technical lead with suppliers, review qualification and acceptance data, and drive corrective action and/or second sourcing
Added 7 mins ago
Senior Director, Technology Operations & Security
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Lead YPO's enterprise information security program, including cybersecurity operations, identity and access management, vulnerability management, security monitoring, and data protection.
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Behavioral Health Unit Supervisor (40 Hour)
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Lead a multidisciplinary team of healthcare professionals.
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Branch Manager
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Director, External Scouting
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You will also help evolve how external scouting is delivered, using AI, automation, structured data and scalable workflows to improve the speed, consistency and quality of decision-making…
Added 14 mins ago
Chief of Staff
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United States
Lead high-priority initiatives from planning through execution and measurable outcomes.
Added 17 mins ago
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- $80,000 to $100,000 USD / year
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Added 18 mins ago
Sr. Manager, AI Solutions Architect, Customer Success
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Virtual Office, TX · Virtual Office, CA · Virtual Office, NC
…experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger…
Added 19 mins ago
Lead Help Desk Technician
VTG
Springfield, VA
The Lead Help Desk Technician provides technical and functional support and day-to-day leadership for a Commercial Off-The-Shelf (COTS) software solution delivered to a U.S. Government…
Added 20 mins ago
Manager, People Analytics & Workforce Intelligence
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VTG

Lead Help Desk Technician

Springfield, VA, United States

Apply on careers.vtgdefense.com About employer

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Job details

Apply by: Nov 12, 2027
Posting language: English
Posted: Nov 12, 2026

Original job description

Overview

The Lead Help Desk Technician provides technical and functional support and day-to-day leadership for a Commercial Off-The-Shelf (COTS) software solution delivered to a U.S. Government customer. The COTS platform integrates with external systems to support the federal acquisition lifecycle. This role serves as a senior point of contact for end users and provides oversight and coordination of daily help desk operations. The Lead Help Desk Technician is responsible for helping manage incident resolution, prioritizing service requests, supporting and mentoring help desk personnel, and ensuring consistent, high-quality customer support. This individual will also work closely with program leadership and technical teams to identify recurring issues, improve support processes, and maintain reliable system operations and a positive customer experience. The ideal candidate combines strong technical troubleshooting and customer service skills with demonstrated leadership, effective communication, and familiarity with federal IT support environments. This position is 100% onsite in Springfield, VA.

What will you do?

Key Responsibilities

Team Leadership: Provide day-to-day guidance, direction, and support to help desk personnel, ensuring consistent service delivery and adherence to established procedures and service-level targets.
End-User Support: Serve as a senior escalation point while providing Tier 1 and Tier 2 assistance by phone, email, ticketing system, virtual meeting, or other approved channels.
Incident Management: Oversee the logging, categorization, prioritization, troubleshooting, documentation, and resolution of incidents in accordance with established procedures and service-level targets.
Service Request Coordination: Monitor and coordinate routine service requests, including account support, access questions, and system navigation assistance, ensuring timely completion.
Functional Support: Help contracting officers, contracting specialists, program managers, and other users understand application workflows, business rules, data requirements, approvals, and reporting features.
Technical Troubleshooting: Assist with diagnosing complex browser, authentication, permissions, connectivity, data-entry, integration, and application-performance issues.
Escalation Management: Review and manage escalated issues, reproduce problems, capture supporting evidence, assess operational impact, and coordinate resolution with the technical product team.
Workload Management: Monitor ticket assignments, team workload, priorities, and outstanding requests to ensure appropriate coverage and timely resolution.
User Communication: Ensure clear and consistent status updates, workarounds, resolution instructions, and closure confirmations are provided to technical and nontechnical audiences.
Deployment Support: Coordinate help desk activities during go-live preparation, readiness activities, user onboarding, and post-launch hypercare.
Knowledge Management: Develop, review, and maintain knowledge articles, troubleshooting guides, frequently asked questions, standard responses, and support documentation.
Team Development: Mentor and assist help desk personnel with troubleshooting techniques, customer service practices, system knowledge, and professional development.
Problem Identification: Analyze recurring tickets and trends; recommend corrective actions, usability improvements, training topics, and automation opportunities.
Operational Reporting: Monitor and report on ticket volume, aging, resolution time, backlog, customer feedback, team performance, and recurring issue categories.
Team Coordination: Collaborate with program leadership, business analysts, developers, trainers, system administrators, cybersecurity staff, and customer stakeholders to address operational needs and support priorities.
Continuous Improvement: Identify opportunities to improve help desk operations, support processes, tools, documentation, and the overall user experience.

Do you have what it takes?

Required Qualifications

Active Top Secret Security Clearance with CI Polygraph.
Bachelor’s degree in Information Systems, Computer Science, Engineering, Business, Finance, Accounting, or a STEM-related discipline. Relevant professional experience may substitute for the degree requirement.
Experience supporting Intelligence Community or DoD programs.
Experience supporting users of web-based enterprise applications in a help desk, service desk, customer support, or application support role.
Demonstrated experience providing team leadership, mentoring, or coordinating help desk or technical support personnel.
Ability to oversee daily support activities, prioritize competing requests, manage escalations, and ensure timely issue resolution.
Ability to troubleshoot logically, ask effective diagnostic questions, reproduce issues, and document steps and outcomes accurately.
Strong written and verbal communication skills, including the ability to translate technical concepts for nontechnical users.
Professional customer service skills, sound judgment, patience, attention to detail, and a strong sense of ownership.
Ability to remain effective during go-live or high-volume support periods while managing multiple priorities.
Experience using ticketing, knowledge-base, collaboration, and remote-support tools.
Ability to learn complex federal, DoD, and Agency-specific acquisition and business processes, terminology, roles, and business rules.
Ability to work effectively with geographically distributed government and contractor teams.

Preferred Qualifications

Familiarity with federal acquisition processes and the responsibilities of contracting officers, contracting specialists, and program managers.
Prior experience implementing or supporting federal financial management systems (Oracle, Momentum, SAP, Appian, or similar).
Experience with identity and access management, single sign-on, role-based permissions, browsers, and common web-application integrations.
Experience creating knowledge articles, job aids, standard operating procedures, and user training materials.
Knowledge of software development life cycle (SDLC) practices, principles, and techniques as they apply to Agile development.
Experience monitoring service-level agreements (SLAs), help desk metrics, and operational performance.
Relevant certifications such as CompTIA A+, Network+, or Security+.

Work Location and Schedule

Work will be performed at the customer site in Springfield, VA.
This is a full-time position supporting customer-defined operating hours, with occasional extended-hours, on-call, weekend, or surge support during software releases and the annual end-of-fiscal-year surge period in August and September.

Pay Range: VTG’s estimated starting pay range is $100,000-$150,000 annually, which is a general guideline for the geographic location. When extending an offer, VTG also considers work experience, education, skill level, market considerations and may possibly include contractual requirements which may cause an offer to fall outside of this range.

Apply on careers.vtgdefense.com About employer

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Jobs in the United States