Help Desk Lead – Austin, Texas

Responsibility:  Help Desk Lead shall perform the same functions as the other help desk personnel in addition to supervising the overall workload with the goal to meet performance measures.  Lead personnel shall manage the quality of their personnel, time reporting, workflow, running reports and collaborating with VA FSC help desk staff. The Lead shall assign work and act as the liaison between the Government and WarHawk contract personnel.

The Lead shall possess thorough subject matter knowledge and judgement to independently complete assignments consisting of numerous steps that vary in nature and sequence. The Lead shall select from alternative methods and refer problems not solvable by adapting or interpreting substantive guides, manuals, or procedures. Typical duties include assisting in a variety of administrative matters; maintaining a system for help desk resolution and Frequently Asked Questions (FAQs); verifying help desk responses for accuracy and completeness; handling and adjusting on-line and phone inquiries and/or complaints.  The Lead shall be capable of training personnel on Government provided systems, if needed.

Experience:  The Lead shall have at least three (3) years of experience in both help desk support and in a Team Lead or supervisory capacity. Specifically:

  • The Financial Services Help Desk Services Lead shall have thorough understanding of financial management systems, invoice processing systems, employee travel systems, employee payroll systems, trouble ticketing and case management systems, accounts payable and receivable processes, and various customer self-service portals. Knowledge of accounts payable and receivable processes and guidelines;
  • The Help Desk Services Lead shall have a thorough understanding of Automated Time and Attendance systems.
  • The Lead shall have a thorough understanding of help desk functions and processes. The Lead shall have demonstrated success working in a team environment focused on meeting organizational goals, objectives, and strong customer service skills.
  • The Lead should preferably have experience working with the Veterans Administration Financial Service Help Desk.

Education:  The Lead shall have high school diploma or its equivalent.  Additionally, the Lead shall possess working knowledge of Microsoft Office Suite.

Location:  The place of performance of the job is at the VA Financial Services Center located at 7600 Metropolis Drive, Bldg. 5, Austin Texas, 78744.

 

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