> Markdown version of [/jobs/ext/1955328-help-desk-lead](https://www.wearedevelopers.com/jobs/ext/1955328-help-desk-lead). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Lead - **Company:** Maximus, Inc. - **Location:** Albuquerque, NM, United States - **Experience:** Expert - **Salary:** $41,600.0 - **Contract:** Permanent contract - **Skills:** Computer Networking Systems, Information Technology - **Published:** August 6, 2026 - **Apply:** https://www.careerjet.com/job/us7844dc92cfb8ec41b5a99ff45ba8fe14/eaa ## About the Role Bachelor's degree in related field; equivalent combination of education and experience considered in lieu of degree. - 3 years of relevant help desk professional experience required. - Experience in coaching/training staff. - Experience managing all aspects of task-level project performance. - Ability to work on multiple projects simultaneously. - Excellent organizational, written, and verbal communication skills. - Ability to perform comfortably in a fast-paced, deadline-oriented work environment. - Experience implementing Group Policy. - Strong analytical and problem-solving skills. - 3 years of MBOSC/CBOSC experience preferred. #techjobs #clearance #veteransPage Minimum Requirements - Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience. ## Description Supervise the activities and personnel associated with providing technical services to customers by identifying, prioritizing, and confirming resolution of reported problems with desktops, laptops, and networked systems. - Ensure that all phases of desktop support including; installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly coordinated, monitored, tracked, and resolved. - Create and manage escalation procedures and ensures service levels are maintained. - Develop information technology projects and provide strategic management and objectives for the department. - Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations. - Oversee the development, implementation, and administration of help desk staff training procedures and policies. - Leads and directs the work of other employees and has responsibility for personnel actions including; hiring, performance management, and termination. Job-Specific Essential Duties and Responsibilities: - Identify training needs and development opportunities for subordinates. - Identify scheduling opportunities and propose work schedules. - Assign duties to subordinates to ensure efficiency and maximize productivity. - Review job performance with subordinates to identify causes and issues and works closely with the HR on resolving problems and take appropriate action. - Ensure compliance with company Wage & Hour policy. - Complete Quality audits assist with taking escalation calls as needed. - Comply with accountability process for performance, conduct, attendance. - Manage queue and take required action during outages or surges. - Manager Resource Mailboxes, Service Now Dashboards and ensure that SL thresholds are met. - Attend and participate in client and model calls. - Assist with escalations/calls as needed. - Flex schedule as need to ensure program is covered as required. - Document, track, and monitor problems to ensure resolution in a timely manner. - Develop information technology projects and provide strategic management and objectives for the department. - Select, develop, and evaluate personnel to ensure the efficient operation of help desk functions. - Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users. - Manage a team of technicians while also coordinating with other functional teams. - Perform all management functions required for a staff covering a 7 am to 7:30 pm ET operation. - Ensure all Help Desk service levels agreements are enforced in consultation with end users to establish problem resolution expectations and timeframes. - Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. - Manage the processing of incoming requests to the Help Desk via telephone, e-mail, chat portals to ensure courteous, timely, and effective resolution of end user issues. - Track and analyze trends in Help Desk requests and generate statistical reports. - Perform supervisory responsibilities including but not limited to the following: identify training needs and development opportunities for subordinates; identify scheduling opportunities and propose work schedules and assign duties to subordinates to ensure efficiency and maximize productivity; discuss job performance concerns with subordinates to identify causes and issues and works closely with the HR on resolving problems; evaluate subordinates' job performance and recommend appropriate personnel action; and ensure compliance with company Wage & Hour policy. - Complete quality audits assist with taking escalation calls as needed. - Comply with accountability process for performance, conduct, attendance and HIPAA compliance. - Complete yearly performance reviews. - Other tasks assigned based on business needs. 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