Help Desk Lead

Unison, a leading provider of COTS-based procurement and grants management solutions for the federal government, is seeking a Help Desk Lead. This will be hands-on, customer-facing role that operates as part of a team. This is an exciting opportunity that offers the ability to work with passionate people, the opportunity for growth, and a real ability to make a significant impact on business. Primary responsibilities include:
Managing a small team of Help Desk professionals
Triaging and remediating tickets
Handling ticket escalations
Generating reports and conducting analysis of Help Desk activities
Communicating with technical and functional teams to remediate issues
Communicating with Government users and Stakeholder teams to discuss tickets, outstanding issues, workarounds, and resolutions
Supporting configuration management process
Drafting and delivering end user communications, briefings, and creating/maintaining a help desk knowledge base Experience, Skills/Abilities, and Education:
Minimum 3 years of experience in a Government-facing functional, customer service, or help desk role
Ability to work 8am to 4pm ET
Exceptional written and verbal communication skills
Experience in generating and analyzing reports desired
Experience in configuration management desired
Experience with developing and/or reviewing functional documentation, to include requirements, design, and training documents desired
Experience using Microsoft Outlook Suite desktop applications, specifically MS Word and MS Excel
Experience briefing, to include executive meetings, multiple stakeholder groups Physical Requirements:
Qualified candidates will need to be able to commute to multiple work facilities, remain in a stationary position for periods of time, and be able to communicate with and work side by side with co-workers. At Unison, we invest in our employees with comprehensive benefits that support their health, financial security, and work-life balance. We offer nationwide medical, dental, and vision plans, company-paid life and disability insurance, and 401(k) plans with employer matching. To help employees thrive, we provide generous sick, vacation, floating holidays, and paid parental leave. For your well-being we offer an Employee Assistance Program (EAP) for confidential support. Additional perks include FSAs, HSAs with employer contributions, legal assistance, and travel protection. At Unison, we prioritize your well-being, ensuring you and your family have the support you need to succeed.