Help Desk / Customer Support Lead

Company: ORMAC CORPORATION
Location: Washington
Posted on: April 19, 2025

Job Description:

CORMAC is seeking a Help Desk/Customer Support Lead to support the Department of Health and Human Services (HHS), Office of Head Start (OHS) Aligned Monitoring System 2.0 Digital Services Platform (IT-AMS). IT-AMS is a data management system which supports an innovative, comprehensive, and integrated approach to recipient oversight allowing OHS to effectively gain understanding of recipient compliance, identify, and understand the differences in program performance among OHS programs, and to ensure the effective use of federal funds. This is a Hybrid (Remote-First) role where the candidate must be local to the Washington Metropolitan area, encompassing the District of Columbia, Maryland, and Virginia.Daily duties will vary according to project needs, with job responsibilities including:

• Provide helpdesk support to teams using OHS monitoring systems.
• Track and analyze rising, trending, and high-volume Helpdesk issues to coordinate and support intuitive software enhancements and develop training for the use of those options.
• Generate and present regular reports on Help Desk performance, user satisfaction, and ticket resolution metrics to stakeholders.
• Participate in release and deployment planning to ensure Help Desk preparedness and seamless user transitions.
• Act as the primary liaison between end users and technical teams, ensuring accurate communication of user needs and system limitations.
• Support change management and user adoption strategies for new features or updates to the system.
• Manage a Help Desk team.Required Skills & Experience:
• Bachelor's Degree or higher in Information Management, Information Systems, Computer Science, or equivalent field.
• Must have understanding of multi-tiered help desk operations and experience supervising a Help Desk team.
• Experience analyzing support patterns and sharing the feedback with the development team.
• Experience collaborating with the project team members to address recurring support issues via new or revised product stories and design work.
• Experience in technical support in product or project management.
• Experience with ServiceNow ticketing system for help desk operations, incident tracking, and change management.
• Demonstrable experience with federal security standards (FISMA, NIST SP 800-53, etc) as they relate to user access and incident handling.
• Working knowledge of RESTful API troubleshooting.
• Proficiency using and interpreting SLA dashboards and support metrics.Preferred Skills & Experience:
• Knowledge of CLASS or other federally mandated reviewer scoring systems.
• Understanding of FedRAMP-authorized cloud environments (AWS GovCloud, Azure Government).
• Experience supporting users on data visualization platforms (e.g., Tableau or similar).
• Experience in a federal Agile DevSecOps environment, with exposure to CI/CD pipelines, and cross-system API integration troubleshooting.Why CORMAC?At CORMAC, we leverage the power of data management and analytics to enable our customers to achieve their strategic goals. With over 20 years of experience in health information technology (HIT), human-centered design principles, and Agile development methodologies, CORMAC delivers complex digital solutions to solve some of the most challenging problems facing public healthcare programs today.As a US Federal Government contractor in the public healthcare sector, our work is impactful and cutting-edge while being performed in a supportive, collaborative, and welcoming environment. We offer flexible work schedules with remote, hybrid, or fully in-person workplace options to empower our employees to decide the workplace most suitable for them. At CORMAC, we have a highly diverse workforce and believe a work environment is a place where creativity, collaboration, enthusiasm, and innovation happen, regardless of location.Position Requires Employment Eligibility Verification /E-Verify Participation/EEOAs an Equal Employment Opportunity employer, CORMAC provides equal employment opportunity to all employees and applicants without regard to an individual's protected status, including race/ethnicity, color, national origin, ancestry, religion, creed, age, gender, gender identity/expression, sexual orientation, marital status, parental status, including pregnancy, childbirth, or related conditions, disability, military service, veteran status, genetic information, or any other protected status.
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Keywords: ORMAC CORPORATION, Washington DC , Help Desk / Customer Support Lead, Other , Washington, DC