Help Desk Manager - Pipeline

Orion Consortium, LLC; Fort Meade (MD); On-site; USD 90,000 - 130,000; Full time

Job summary

Orion Consortium, LLC is seeking a supervisor to lead a Help Desk team focused on AI, AI-assisted, chat, phone, and in-person user support at Fort Meade. You will supervise staff, track performance metrics, and present usage statistics to stakeholders.

Daily leadership responsibilities include coordinating issues, guiding AI-enabled tools, and ensuring timely resolution of user inquiries while maintaining high service levels.

Qualifications

• Experience leading AI/help-desk teams.
• Ability to collect and present usage statistics.
• Strong troubleshooting and leadership abilities.

Responsibilities

• Provide daily supervision and direction to staff handling AI/help-desk support.
• Coordinate AI-assisted tools, chat, phone and in-person user assistance.
• Serve as first point of contact for troubleshooting Help Desk performance.
• Manage performance metrics and gather usage statistics.

Skills

Staff supervision

Help desk metrics

AI support

Customer support

Job description

TS/SCI FS poly required.

Description

Provide daily supervision and direction to staff who are responsible for AI, AI-assisted, chat, phone and/or in-person support to users in the areas of communications, collaboration tools, and applications. Serve as the first point of contact for troubleshooting Help Desk performance. Manage via performance metrics, gather and present usage statistics and information.

Requirements

Clearance Required: TS/SCI with Full-Scope polygraph