Lead - User Support

CAMRIS; 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

Overview

We are seeking an experienced Lead - User Support to support anticipated work with the National Institutes of Health (NIH), National Cancer Institute (NCI) in Rockville, MD. This role will support clinical trial reporting, biomedical informatics, data management, and clinical research operations, with particular emphasis on NCI Clinical Trials Reporting Office (CTRO) Support Services. CAMRIS International is a dynamic clinical research and international development firm that achieves innovative solutions to health and development challenges through high-quality, cost-effective programs and research management services. We combine our proven systems with today's most effective, evidence-based best practices. Our core practice areas include: clinical research; vaccine research, microbiology and infectious disease research, development and production; biodefense; global health security; and HIV/AIDS programs. Our employees enjoy a collegial environment where individual contributions matter at all levels. At CAMRIS, you will notably improve the lives of people at home and abroad.

• This is a forecasted position, and it is contingent upon contract award.

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.

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 the National Institutes of Health (NIH), NCI, or another federal health or research organization.

Physical Requirements

The physical requirements, workplace hazards and conditions, and PPE and chemical requirements described here are representative of those that a candidate must meet to perform the essential functions of this job. Reasonable accommodation may be provided to enable individuals with disabilities to perform essential job functions.

Physical Demands

• Constantly conduct sedentary work that primarily involves sitting/standing.
• Occasionally conduct light work that includes moving objects up to 20 pounds.
• Occasionally push or pull less than 25 pounds.
• Rarely reach above shoulder level.
• Constantly use both hands.
• Rarely stand or walk for more than 25 minutes.
• Rarely bend, reach, or twist repeatedly.
• Constantly have clear vision (near and/or far), depth perception, peripheral vision, and/or visual acuity.

Physical Activities

• Occasionally move about to accomplish tasks or move from one worksite to another.
• Constantly communicate with others to exchange information.
• Constantly assess the accuracy, neatness, and thoroughness of the work assigned.

Environmental Conditions

• Constantly work in environments where no adverse environmental conditions are expected.

Benefits

• medical insurance for individuals and families
• dental insurance for individuals and families
• vision insurance for individuals and families
• FSAs
• HSAlife insurance
• AD&D insurance
• short- and long-term disability
• legal services
• voluntary hospital indemnity
• critical illness and accident insurances
• EAP
• pet insurance
• 401(k) with employer match and Roth option
• tuition and professional reimbursement
• public transportation support in the DMV area
• a referral bonus program
• vacation with tenure-based increases
• PTO
• 11 paid holidays
• paid bonding leave
• paid supplemental short-term disability

Equal Opportunity

CAMRIS is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or any other characteristic protected by any applicable federal, state, or local law.

Background Check

Employment is contingent upon successful completion of a Public Trust-level background check, a requirement for this position under an active federal contract. The background check process may include, but is not limited to the following: (1) contacting your professional references; (2) verification of previous employment, education and credentials; (3) a criminal background check; (4) use/abuse of federally-controlled substances; and (5) a department of motor vehicle check. Candidates must be prepared to fully complete any required background check questionnaire during initial onboarding.

Salary

Salary: $50390 - $61470 per year