> Markdown version of [/jobs/ext/3038319-help-desk-team-lead](https://www.wearedevelopers.com/jobs/ext/3038319-help-desk-team-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 Team Lead - **Company:** Tria Federal - **Location:** Arlington, VA, United States (Remote available) - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Adobe Analytics, Amazon Web Services, Confluence, JIRA - **Published:** September 23, 2026 - **Apply:** https://www.clearancejobs.com/jobs/9187838/help-desk-team-lead ## About the Role * Ability to obtain a U.S. Federal Position of Trust clearance designation. * Must reside in and be able to perform work in the United States. * Must have lived in the United States for 3 of the last 5 years. * Bachelor's Degree in a related field along with 5 years of experience in Help Desk operations is required. Alternatively AA degree with 7 years of experience will suffice. Additional Qualifications: * Experience leading a progressive help desk to bring a fresh set of ideas for improvement while leading a large team * Strategic thinker with a growth mindset and an innovative approach to solving complex operational challenges. * Experience with continuous improvement methodologies and commitment to driving process optimization. * Proficiency with tools such as SNOW/AWS Connect/JIRA/Confluence. * Knowledge of Healthcare industry and working experience in Medicare/Medicaid Projects is preferred. Key Attributes: * A thought leader who can inspire teams and lead by example. * Adaptable and resourceful, with a proactive approach to problem-solving. * Strong analytical and decision-making skills, with an ability to handle multiple priorities effectively. * Excellent communication and collaboration skills. Public Trust Clearance: Many of our roles require the hired candidate to go through public trust clearance. A minimum of 3 years of stay in the U.S. within the last 5 years is required to be eligible to qualify for public trust clearance sponsorship. ## Description We are seeking a dynamic and experienced Help Desk Lead to lead our Business Operations Services Center Help Desk customer service team. This role will be pivotal in managing the daily operations of a team of customer service help desk agents, leading staff development opportunities, and driving continuous innovation to deliver an exceptional customer experience. The ideal candidate is a thought leader with a proven track record in operational excellence, committed to meeting and exceeding Key Performance Indicators (KPIs) and driving the program forward through strategic insight and proactive management., * Oversee daily operations and performance of a team of help desk customer service agents. * Develop and implement help desk procedures, standards, and best practices * Ensure prompt resolution or proper escalation of all inquiries related to supported applications * Monitor ticket queues, prioritize escalations, and maintain service level agreements (SLAs) * Analyze historical and forecasted trends to develop data driven recommendations * Provide oversight into the development and maintenance of knowledgebase information * Collaborate with the internal program teams for the development and implementation of new technologies and procedures. * Ensures compliance with organizational operational policies and processes. 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