IT Help Desk Lead – On-Site DC

Planned Systems International; Washington (District of Columbia); On-site; USD 100,000 - 150,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Disability insurance

Life insurance

401(k) matching

Tuition reimbursement

Job summary

Planned Systems International seeks a Customer Service Manager to lead the DoD VA IT Help Desk operations, overseeing Tier 1 and Tier 2 support, analyzing service data, and coordinating with technical teams to improve performance and the user experience.

The role requires strong leadership, analytical, and organizational skills, and will operate in a high-volume environment with on-site duties at the VACO Building in Washington, DC. Typical hours are 0900–1700, Monday–Friday.

Qualifications

• Bachelor’s degree in a general field.
• Minimum five years of experience in customer service management, IT service delivery, Help Desk operations, or related area.
• Experience planning, implementing, or managing customer service systems and support processes.
• Experience handling escalated customer concerns and customer satisfaction issues.

Responsibilities

• Plan, implement, manage, and improve customer service systems and support activities.
• Lead Tier 1 and Tier 2 customer service and technical support operations.
• Provide guidance to customer service engineers and other Help Desk personnel.

Skills

Leadership

Customer service management

IT service delivery

Troubleshooting

Communication

Organizational skills

Education

Bachelor’s degree in a general field

Tools

Ticketing systems

Service management software

Microsoft Office

Job description

Planned Systems International seeks a Customer Service Manager to lead the DoD VA IT Help Desk operations, overseeing Tier 1 and Tier 2 support, analyzing service data, and coordinating with technical teams to improve performance and the user experience.

The role requires strong leadership, analytical, and organizational skills, and will operate in a high-volume environment with on-site duties at the VACO Building in Washington, DC. Typical hours are 0900–1700, Monday–Friday.