Help Desk Software Management Team Lead

Description

If you are looking for an exciting career opportunity in the IT, engineering, software development, logistics, and project management fields, Linchpin Solutions is the place to be! We are currently hiring for a dynamic and experienced Help Desk Software Management Team Lead.

Clearance: Active Secret 

Work Schedule: Full Time, Onsite, Monday - Friday

Role Overview:

The Help Desk Software Management Team Lead provides technical management of the trouble ticketing infrastructure while overseeing the Unit Diary/Help Desk section. The manager is responsible for configuring JIRA workflows, managing hardware assets, and ensuring staff compliance with annual training requirements. 

General Skillset

• Experience with Microsoft Office
• Verbal and written communication skills
• Ability to work both collaboratively and individually
• Critical Thinking Skills
• Ability to give presentations and briefings as needed

Specific Skillset

Acts as the team lead overseeing daily help desk operations. The role demands extensive administration and tier I/II troubleshooting for the trouble-ticketing management software (e.g., JIRA).

Technical configuration duties include:

• creating problem investigations for trending issues
• updating priority/weight ranges
• building incident templates
• authoring decision trees to aid in ticket creation

The lead will:

• properly path assignment scripts
• configure email notifications
• update broadcast system alerts
• create knowledge articles
• establish user permissions
• run detailed reports to track call volumes, operator performance, and ticket rework levels

Requirements

Education & Certifications

• Bachelor's Degree in IT, Computer Science, Engineering, or a related field
• DoD 8140/8570.01-M IAT Level II (e.g., CompTIA Security+ CE)
• Atlassian Jira Administrator

Experience Requirements

• 3-5 years IT Helpdesk experience preferred
• 2+ years of supervisory or managerial experience preferred

Build Your Career With Us

Linchpin Solutions’ professional services organization is committed to delivering qualified candidates that meet or exceed clients’ technical and management expectations. Our growth means exciting career opportunities for talented professionals in IT, engineering, software development, logistics, project management, and other key areas. We provide personnel who become valuable assets to the organizations they serve and contribute to the overall skill diversity and strength of the Linchpin Team.

Career Choices

Linchpin’s success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing the company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create.

Pay Transparency Statement:

Linchpin Solutions is committed to compliance with applicable pay transparency laws and regulations. Final compensation for any position will be determined based on a variety of factors, including but not limited to:

• Relevant prior work experience
• Education and certifications
• Specific skills and competencies
• Federal Government contract labor categories and wage rates
• Geographic location

While salary ranges may be provided for a position, these ranges are not a guarantee of final compensation, which may vary based on individual qualifications and the specific requirements of the contract.

Benefits:

In addition to competitive compensation, Linchpin Solutions offers a variety of benefits, including:

• Health, dental, and vision insurance
• 401(k) plan with company matching
• Flexible Spending Accounts (FSA)
• Company-funded disability and life insurance
• Paid time off (PTO) and company-paid holidays
• Employee Assistance Program (EAP)
• Educational assistance and parental leave

Please note that the specific benefits and compensation details may vary depending on the employee’s position, date of hire, and contract terms.

Cyber Security Message

Linchpin Solutions follows a specific recruiting practice to protect all candidates. We will never request any financial information immediately. Do not reveal confidential or sensitive information without ensuring the request is coming from Linchpin Solutions directly. Please do not hesitate to contact us at (443) 707-3070 if you suspect any type of social engineering attacks, such as phishing, spear phishing, baiting or any other suspicious activity.

Equal Opportunity Employment Statement

We are an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.