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Help Desk Support Lead

7 hours, 48 minutes ago
United States
Full-time
Senior
Customer Support
Quality Assurance and Testing
Apply Now
Skyward

Skyward

Skyward is a people-centered IT solutions company offering software development, cloud infrastructure, and digital transformation services with a focus on civic tech and government tech.

Internet Software & Services
51-250
Founded 2013
View All Jobs 4

Description

  • Lead support for CMS enterprise AI services and maintain user productivity and satisfaction.
  • Own the support queue, establishing response-time and quality standards.
  • Provide discreet, polished support to CMS stakeholders, including the Administrator’s office.
  • Mentor support staff and develop playbooks to improve team performance.
  • Communicate stakeholder feedback to product, AI, and engineering teams.
  • Maintain standard operating procedures and knowledge-base documentation.
  • Support user acceptance testing and post-deployment smoke testing.

Requirements

  • Bachelor’s degree and 5+ years of IT support experience.
  • Team-lead or supervisory experience.
  • Exceptional communication and interpersonal skills, including executive-level support capability.
  • Calm, reliable performance in high-stress, high-visibility situations.
  • Ability to research and resolve technically complex issues.
  • Ability to obtain and maintain a Public Trust security clearance.
  • Experience supporting AI/ML, chatbot, or LLM-based tools preferred.
  • Executive or VIP support experience preferred.
  • Experience supporting CMS or another federal agency preferred.
  • Successful completion of a background investigation required.

Benefits

  • Medical, dental, vision, life, and disability insurance.
  • 15 days of paid leave, 7 days of sick leave, 2 bereavement days, and 11 paid federal holidays.
  • Up to 40 hours of paid jury duty and up to 4 weeks of paid parental leave.
  • 401(k) with a 4% employer contribution and no vesting period.
  • Flexible working hours and remote-work opportunities.
  • $5,000 annual professional development allowance and $600 for technical supplies and equipment.
  • Company-provided laptop and $2,000 referral bonus.
  • HSA, FSA, LegalShield, and IDShield voluntary benefits.

Interested in this position?

Apply directly on the company website

Apply Now

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