Help Desk Support Lead

Jobtailor; Deutschland; Remote; EUR 70.000 - 90.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a Lead IT Support professional to provide white-glove, executive-level assistance for our CMS enterprise AI services. You will own the support queue, set response standards, and maintain high-visibility service for senior stakeholders.

You will mentor staff, build playbooks, and translate feedback to product, AI, and engineering teams. The role requires a calm demeanor under pressure, strong communication, and the ability to research and resolve complex issues in a secure

Qualifikationen

• Bachelor's degree and 5+ years in IT support with team-lead or supervisory experience.
• Exceptional communication and people skills, with the polish to support senior executives.
• Experience with AI/ML tools and VIP-level support (preferred).
• Experience supporting CMS or federal agencies (preferred).

Aufgaben

• Lead support for CMS’s enterprise AI services, keeping high-profile users productive and happy.
• Own the support queue, set the standard for response and quality, and keep the team’s rhythm tight.
• Provide white-glove support to CMS stakeholders, up to the Administrator’s office, with polish and discretion.
• Mentor support staff, build playbooks, and raise everyone’s game.
• Channel feedback from leadership back to the product, AI, and engineering teams.
• Maintain SOPs and knowledge base articles.
• Support UAT and post-deployment smoke testing.

Kenntnisse

Executive communication

Team leadership

IT support

Ausbildung

Bachelor's degree

Tools

AI/ML tools

Chatbot tools

LLM-based tools

Jobbeschreibung

• Lead support for CMS’s enterprise AI services, keeping high-profile users productive and happy
• Own the support queue, set the standard for response and quality, and keep the team’s rhythm tight
• Provide white-glove support to CMS stakeholders, up to the Administrator’s office, with polish and discretion
• Mentor support staff, build playbooks, and raise everyone’s game
• Channel feedback from leadership back to the product, AI, and engineering teams
• Maintain SOPs and knowledge base articles
• Support UAT and post-deployment smoke testing

Requirements

• A bachelor’s degree and 5+ years in IT support, with team-lead or supervisory experience
• Exceptional communication and people skills, with the polish to support senior executives
• A calm, unflappable demeanor in high-stress, high-visibility situations
• The ability to research and resolve technically complex issues
• The ability to obtain and maintain a Public Trust security clearance
• Offers of employment contingent upon acceptable results of a background investigation
• Experience supporting AI/ML, chatbot, or LLM-based tools (preferred)
• Experience providing executive or VIP-level support (preferred)
• Previous experience supporting CMS or another federal agency (preferred)

Core Competencies

Demonstrates expertise in IT support with a focus on providing high-level, polished assistance to senior executives. Capable of mentoring teams, maintaining operational standards, and supporting AI/ML tools while ensuring effective communication and problem resolution.

Highest-signal resume keywords

• IT Support Experience
• Team Leadership
• Executive Support
• AI/ML Tool Support
• Public Trust Security Clearance

Hard Skills

• Technical Issue Resolution
• SOP Maintenance
• UAT Support
• Smoke Testing

Soft Skills

• Exceptional Communication
• People Skills
• Calm Under Pressure
• Mentoring

Industry Keywords

• CMS
• Federal Agency Support
• High-Visibility Situations

Tools & Technologies

• AI Services
• Chatbot Tools
• LLM-Based Tools