Tier 1 HR Applications Help Desk Lead
$80,000–$100,000 year
On-siteWashington, District of Columbia, United States or Washington, United States
Job Summary
Lead and coordinate daily activities for a three-person Tier 1 Help Desk team supporting enterprise Human Resources applications and systems. Monitor ticket queues, assign workloads, and serve as the primary escalation point for complex customer issues while ensuring adherence to Service Level Agreements. Provide coaching, mentoring, and on-the-job training to specialists, conduct quality reviews of interactions, and oversee incident categorization, prioritization, and documentation. Collaborate with Tier 2 support, application owners, and infrastructure teams to resolve escalated incidents and drive process improvements. Requires biweekly full-time on-site presence in the NW District of Columbia.
Required Qualifications
- At this time full-time on-site at the customer site in NW District of Columbia biweekly is required
- A request to full-time on-site may be required in the future
- Bachelor's degree in Information Technology, Business Administration, Human Resources, Information Systems, or a related discipline
- Equivalent professional experience may be substituted for education
- 5+ years of Help Desk or IT customer support experience
- Minimum 2 years leading or supervising a Help Desk team
- Experience supporting enterprise Human Resources applications
- Experience using ServiceNow or comparable IT Service Management (ITSM) platform
- Experience working in a fast-paced, customer-focused support environment
- Experience managing competing priorities and multiple simultaneous tasks
- Outstanding customer service and interpersonal skills
- Ability to remain professional under pressure
- Strong conflict resolution skills
- Commitment to delivering a positive customer experience
- Ability to motivate and coach staff
- Strong organizational and workload management skills
- Ability to prioritize competing demands
- Effective decision-making skills
- Excellent verbal communication skills
- Excellent written communication skills
- Ability to communicate effectively with technical and non-technical personnel
- Ability to collaborate across multiple organizations and support teams
- Strong presentation and documentation skills
- Working knowledge of ServiceNow
- Working knowledge of Microsoft Office Suite
- Working knowledge of HR applications
- Working knowledge of Identity and Access Management
- Working knowledge of Ticket lifecycle management
- Working knowledge of Incident Management
- Working knowledge of Knowledge Management
- Working knowledge of Service Level Agreements (SLAs)
- Working knowledge of Basic Active Directory concepts
- Working knowledge of Microsoft Teams
Desired Qualifications
- Experience supporting Department of State or other Federal agencies
- Experience supporting Human Resources Information Systems (HRIS)
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