Lead Help Desk & IT Support for NIH Projects

CAMRIS International; Rockville (MD); On-site; USD 50,000 - 61,000; Full time

Benefits offered by this job

Medical insurance for individuals and/

Dental insurance for individuals and/

Vision insurance for individuals and/

401(k) with employer match

Paid time off

Holiday pay

Job summary

CAMRIS International in Rockville, MD seeks an experienced Lead - User Support to oversee the NIH/NCI CTRO support services. You will lead daily Help Desk, provide advanced desktop/mobile support, and drive process improvements across IT operations.

The role requires 7+ years of end-user support leadership, NIH/NCI experience preferred, and a strong focus on standards, security, and executive-level support. This forecasted position advances our mission and offers comprehensive benefits.

Qualifications

• Associate degree in a technology-related field or equivalent experience.
• Seven (7) or more years of experience supporting or administering desktop/mobile operating systems and enterprise user accounts.
• Demonstrated experience leading Help Desk or end-user support teams and resolving complex technical issues.
• Experience supporting NIH, NCI, or another federal health or research organization.

Responsibilities

• Lead daily Help Desk and end-user support operations, including ticket triage, escalation, prioritization, resolution tracking, and customer communications.
• Provide advanced technical support for desktop and mobile operating systems, enterprise user accounts, endpoint devices, collaboration tools, and approved software.
• Establish and implement user-support procedures, service standards, knowledge articles, and performance metrics.
• Ensure support activities align with IT policies, procedures, standards, security requirements, and organizational priorities.
• Provide executive-level and high-priority support as needed.
• Analyze recurring incidents and service trends; recommend process improvements, training, automation, and preventive actions.
• Prepare support metrics, service reports, issue analyses, and management briefings.
• Mentor user-support personnel and maintain sufficient cross-training and backup coverage.
• Additional duties as assigned.

Skills

Help Desk Leadership

End-user Support

Desktop/Mobile OS

Executive-level Support

Education

Associate degree

Job description

CAMRIS International in Rockville, MD seeks an experienced Lead - User Support to oversee the NIH/NCI CTRO support services. You will lead daily Help Desk, provide advanced desktop/mobile support, and drive process improvements across IT operations.

The role requires 7+ years of end-user support leadership, NIH/NCI experience preferred, and a strong focus on standards, security, and executive-level support. This forecasted position advances our mission and offers comprehensive benefits.