Help Desk Lead: IT Service Delivery & Support

Planned Systems International, Inc.; Washington (District of Columbia); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health insurance

401(k) match

Tuition reimbursement

Paid leave

Job summary

Planned Systems International, Inc. is seeking a Customer Service Manager to lead the VA IT Help Desk and end users, plan and manage customer service systems, and provide leadership and technical guidance for responsive support.

This role emphasizes on-site leadership at the VACO Building in Washington, DC with a standard Mon-Fri 0900-1700 schedule. The successful candidate will oversee customer service activities, address escalated satisfaction issues, and collaborate with program teams to

Qualifications

• Bachelor’s degree required.
• Minimum five years in customer service management or IT service delivery.
• Experience with ticketing systems and service management.
• Ability to report trends to leadership.
• Experience in high-volume, fast-paced environments.

Responsibilities

• Plan, implement, and improve customer service systems.
• Lead Tier 1 and Tier 2 CS and tech support.
• Provide guidance to CS engineers and Help Desk staff.
• Monitor delivery to ensure timely, professional support.
• Analyze service data to identify trends and issues.
• Prepare reports for program teams.
• Coordinate with admins, engineers, and other teams.
• Document incidents, resolutions, and SOPs.

Skills

Customer service leadership

IT service delivery

Help desk operations

Ticketing systems

Data analysis

Communication skills

Organizational skills

Problem solving

Education

Bachelor’s degree

Tools

Genesys Cloud Contact Center

Active Directory

Microsoft 365

Knowledge base tools

Job description

Planned Systems International, Inc. is seeking a Customer Service Manager to lead the VA IT Help Desk and end users, plan and manage customer service systems, and provide leadership and technical guidance for responsive support.

This role emphasizes on-site leadership at the VACO Building in Washington, DC with a standard Mon-Fri 0900-1700 schedule. The successful candidate will oversee customer service activities, address escalated satisfaction issues, and collaborate with program teams to