Help Desk Lead

!!! Active Top Secret clearance is required!!!
We are seeking a skilled Help Desk Lead to oversee daily operations of a technical support team supporting a secure government program. The ideal candidate will have proven experience in team leadership, software troubleshooting, and user support within high-security environments. This role requires excellent communication, documentation skills, and familiarity with Microsoft Office tools and SharePoint. Experience with CODIS is strongly preferred.
Key Responsibilities:

• Serve as the lead technician and first escalation point for help desk team members, ensuring timely resolution of user issues.
• Provide day-to-day guidance, task delegation, and mentorship to help desk staff to maintain high-quality service delivery.
• Troubleshoot and resolve software, hardware, and user access issues, escalating complex cases as necessary.
• Track, document, and analyze incident trends, contributing to continuous service improvement.
• Utilize Microsoft Office Suite and SharePoint to manage communications, document support procedures, and generate reports.
• Communicate clearly and professionally with users and stakeholders, both verbally and in writing.
• Ensure compliance with help desk processes, SLAs, and information security protocols.
• Assist with onboarding, knowledge base maintenance, and training of support staff.
• Support and document operations related to CODIS, when applicable.

Required Qualifications:

• Minimum of 3 years of experience as a Help Desk Lead or lead worker on programs of similar scope and complexity.
• Strong software troubleshooting skills and experience resolving technical support issues.
• Fluent in spoken and written English with excellent communication and documentation abilities.
• Minimum of 3 years of experience with Microsoft Office Suite (Word, Excel, PowerPoint) and SharePoint (user level).
• Active Top Secret Clearance (required).
• Preferred: At least 2 years of experience with CODIS or direct support of CODIS-related environments.

If you are interested in getting more information about this opportunity, please contact Irina Rozenberg at your earliest convenience.

At Ariel Partners, we solve the most difficult problems that inhibit technology from enabling our customers to achieve their goals. Our vision is to be recognized by our stakeholders as an elite provider of IT solutions, so when they have their biggest challenges, we are on their short list. We are looking for team members who share our values of: Integrity to do the right thing even when it hurts; Commitment to the long-term success and happiness of our customers, our people, and our partners; Courage to take on difficult challenges, accept new ideas, and accept incremental failure; and the constant pursuit of Excellence. Ariel Partners is an Equal Opportunity Employer in accordance with federal, state, and local laws.