Help Desk Lead

Help Desk Lead

BTS Software Solutions, is seeking a Help Desk Lead. This will be hands-on, customer-facing role that operates as part of a team. This is an exciting opportunity that offers the ability to work with passionate people, the opportunity for growth, and a real ability to make a significant impact on business.

Location: Columbia, MD

Clearance: TS/SCI with Polygraph required

Primary responsibilities include:

• Managing a small team of Help Desk professionals
• Triaging and remediating tickets
• Handling ticket escalations
• Generating reports and conducting analysis of Help Desk activities
• Communicating with technical and functional teams to remediate issues
• Communicating with Government users and Stakeholder teams to discuss tickets, outstanding issues, workarounds, and resolutions
• Supporting configuration management process
• Drafting and delivering end user communications, briefings, and creating/maintaining a help desk knowledge base

Experience, Skills/Abilities, and Education:

• Minimum 3 years of experience in a Government-facing functional, customer service, or help desk role
• Ability to work 8am to 4pm ET
• Exceptional written and verbal communication skills
• Experience in generating and analyzing reports desired
• Experience in configuration management desired
• Experience with developing and/or reviewing functional documentation, to include requirements, design, and training documents desired
• Experience using Microsoft Outlook Suite desktop applications, specifically MS Word and MS Excel
• Experience briefing, to include executive meetings, multiple stakeholder groups
• Physical Requirements: Qualified candidates will need to be able to commute to multiple work facilities, remain in a stationary position for periods of time, and be able to communicate with and work side by side with co-workers.

Pay Range: $130,000 to $170,000

The BTS pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Our approach to crafting offers considers various factors to establish an equitable and competitive compensation package. These considerations include, but are not limited to, the extent and intricacy of the role's responsibilities, the candidate's educational background, their work experience, and the specific competencies crucial for success in the role

About BTS:

BTS Software Solutions is a Service-Disabled Veteran Owned Small Business who are community-focused innovators who transform ideas into technology to serve people. We recognize that innovation is only valuable when applied towards a needed solution. Technology has no value without the hard work to turn ideas into reality. Our roots are in helping save Soldiers' lives through technology. We bring that ethos to serving our community. We create solutions that touch people's lives - products to communicate, to connect companies with customers, to stay informed, to save lives, and to enhance lives.

We have a small company persona with a large company ethos and capabilities; we create elegant solutions for complex problems that will enrich people's lives. BTS offers one of the best benefits packages in the industry: 100% Company PAID health benefits, PTO, 401K matching and vested