Help Desk Lead & Service Delivery Manager

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

Benefits offered by this job

401(k) match

Tuition reimbursement

Health benefits

Job summary

Planned Systems International seeks a Customer Service Manager to lead the VA IT Help Desk and coordinate Tier 1/2 support for end users. The role requires strong leadership, analytical, and communication skills to deliver high-quality customer support in a fast-paced environment.

The position is on-site at the VACO Building in Washington, DC, with a standard schedule of Monday–Friday, 0900–1700. You will oversee service delivery, manage escalations, and drive continuous improvement across the

Qualifications

• Bachelor's degree required.
• Minimum of five years of relevant experience in customer service management, IT service delivery, Help Desk operations, or related area.
• Eight years of additional relevant experience may be substituted for the bachelor's degree.
• Experience planning, implementing or managing customer service systems and support processes.
• Experience handling escalated customer concerns and customer satisfaction issues.
• Experience using ticketing or service management systems to document, assign, prioritize, track, and resolve customer requests.

Responsibilities

• Plan, implement, manage, and continuously improve customer service systems, processes, and support activities.
• Lead and coordinate Tier 1 and Tier 2 customer service and technical support operations.
• Provide guidance and technical assistance to Customer Service Engineers and other Help Desk personnel.
• Monitor customer service delivery to promote timely, consistent, and professional support.
• Handle escalated customer inquiries, service concerns, and customer satisfaction issues through resolution.
• Review service desk, ticketing, and customer support data to identify trends, recurring incidents, service gaps, and emerging issues.
• Prepare and present clear reports on customer service trends, significant issues, and recommended corrective actions to system program teams.
• Coordinate with system administrators, engineers, program personnel, and other technical teams to resolve complex or recurring customer issues.

Skills

Leadership

Analytical thinking

Troubleshooting

Communication

Organizational skills

Customer service

Problem solving

Education

Bachelor's degree

Tools

Ticketing systems

Job description

Planned Systems International seeks a Customer Service Manager to lead the VA IT Help Desk and coordinate Tier 1/2 support for end users. The role requires strong leadership, analytical, and communication skills to deliver high-quality customer support in a fast-paced environment.

The position is on-site at the VACO Building in Washington, DC, with a standard schedule of Monday–Friday, 0900–1700. You will oversee service delivery, manage escalations, and drive continuous improvement across the