Help Desk Manager - TS/SCI Poly - AI Support Lead

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

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.