Knowledge Management, Inc. (KMI) has the leadership and experience to deliver innovative technology, logistics and management solutions to meet real mission requirements. KMI is a Minority Business Enterprise (MBE) and Small Disadvantage Business (SDB) that specializes in Logistics, Warehouse Services, Distance Learning/Training, Enterprise Solutions, Financial Management Support, Program Management, Intelligence AnalysisThreat Assessment, and Data Analytics/Operations Research. Since 1998, our solutions and services have helped our clients improve performance, drive cost and operational effectives, and map technology needs for tomorrow's requirements.
Job Requisition: Tier 1 Human Resources Applications Help Desk Lead
Location: Washington, DC (currently onsite - biweekly)
Customer: Department of State
Salary Range: Please provide your salary requirement
Clearance: Secret
Position Summary
The Tier 1 Human Resources Applications Help Desk Lead provides day-to-day leadership and operational oversight for a team of three Tier 1 Help Desk Specialists supporting Human Resources applications and systems. This position serves as the first-line operational lead responsible for ensuring exceptional customer service, timely incident resolution, workload management, and compliance with Service Level Agreements (SLAs).
The Help Desk Lead coordinates daily activities, monitors ticket queues, assigns workloads, mentors team members, and serves as the primary escalation point for complex customer issues while working collaboratively with Tier 2 support teams, application owners, User Security Administration, infrastructure teams, and program management.
The ideal candidate possesses excellent customer service skills, exceptional organizational and multitasking abilities, and outstanding verbal and written communication skills necessary to support a fast-paced enterprise Human Resources environment.
At this time full-time on-site at the customer site in NW District of Columbia biweekly is required. Every other week the team has been teleworking. A request to full-time on-site may be required in the future.
Key Responsibilities
Team Leadership
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Lead and coordinate the daily activities of a three-person Tier 1 Human Resources Applications Help Desk team.
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Monitor team workload and distribute assignments to ensure timely response and resolution.
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Provide coaching, mentoring, and on-the-job training to Help Desk Specialists.
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Ensure consistent adherence to established Standard Operating Procedures (SOPs).
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Monitor staffing coverage to maintain required service hours.
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Conduct quality reviews of customer interactions and ticket documentation.
Customer Support
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Deliver exceptional customer service while supporting enterprise Human Resources applications.
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Serve as the primary point of contact for escalated Tier 1 customer issues.
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Ensure incidents are acknowledged, prioritized, and resolved in accordance with established SLAs.
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Communicate professionally with customers throughout the incident lifecycle.
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Build positive working relationships with internal customers across multiple organizations.
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Promote a customer-first culture within the Help Desk team.
Incident and Service Request Management
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Oversee daily ServiceNow ticket queues and workload distribution.
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Ensure incidents are properly categorized, prioritized, documented, and routed.
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Monitor aging tickets and proactively address potential SLA violations.
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Coordinate escalations to Tier 2 support, application development teams, or system owners.
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Verify ticket quality, completeness, and accurate documentation before closure.
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Support incident trend analysis and recommend process improvements.
HR Application Support
Provide Tier 1 support for Human Resources applications including:
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User account support
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Password assistance
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Application access requests
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Role-based permissions
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Basic troubleshooting
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System navigation assistance
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User onboarding support
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General HR application questions
Reporting and Performance Monitoring
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Monitor Help Desk metrics and team performance.
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Generate operational reports and dashboards.
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Track SLA compliance and identify improvement opportunities.
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Analyze ticket trends and recurring issues.
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Support continuous process improvement initiatives.
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Provide regular status updates to management.
Collaboration
Work closely with:
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Tier 2 Help Desk
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User Security Administration
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Application Development Teams
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HR Information Systems (HRIS)
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Infrastructure Support
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Program Management
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Government stakeholders
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Other contractor support teams
Education
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Bachelor's degree in Information Technology, Business Administration, Human Resources, Information Systems, or a related discipline.
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Equivalent professional experience may be substituted for education.
Experience
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5+ years of Help Desk or IT customer support experience.
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Minimum 2 years leading or supervising a Help Desk team.
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Experience supporting enterprise Human Resources applications.
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Experience using ServiceNow or comparable IT Service Management (ITSM) platform.
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Experience working in a fast-paced, customer-focused support environment.
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Experience managing competing priorities and multiple simultaneous tasks.
Required Knowledge, Skills, and Abilities
Customer Service
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Outstanding customer service and interpersonal skills.
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Ability to remain professional under pressure.
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Strong conflict resolution skills.
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Commitment to delivering a positive customer experience.
Leadership
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Ability to motivate and coach staff.
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Strong organizational and workload management skills.
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Ability to prioritize competing demands.
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Effective decision-making skills.
Communication
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Excellent verbal communication skills.
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Excellent written communication skills.
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Ability to communicate effectively with technical and non-technical personnel.
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Ability to collaborate across multiple organizations and support teams.
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Strong presentation and documentation skills.
Technical Skills
Working knowledge of:
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ServiceNow
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Microsoft Office Suite
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HR applications
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Identity and Access Management
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Ticket lifecycle management
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Incident Management
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Knowledge Management
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Service Level Agreements (SLAs)
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Basic Active Directory concepts
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Microsoft Teams
Desired Qualifications
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Experience supporting Department of State or other Federal agencies.
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Experience supporting Human Resources Information Systems (HRIS).
Success Measures
The Tier 1 Human Resources Applications Help Desk Lead will be evaluated on:
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SLA compliance
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Customer satisfaction
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First Contact Resolution (FCR)
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Ticket quality and documentation
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Team productivity
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Escalation management
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Knowledge sharing and staff development
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Process improvement initiatives
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Quality assurance results
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Effective collaboration with internal and external stakeholders
Benefits: All full-time employees are eligible to participate in our benefits programs:
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Health, dental, and vision insurance
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401(k) retirement plan
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Paid time off (PTO) and holidays
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Group Term Life and Accidental Death and Dismemberment Insurance
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Voluntary Term Life Insurance
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Short and Long-term disability insurance
Equal Employment Opportunity Statement. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
E-Verify Statement. Knowledge Management, Inc. participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, KMI is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.
Pay Transparency Non-Discrimination Provision. Knowledge Management, Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
Disability Statement. If you have a disability and need reasonable accommodation or assistance at any point in the application or onboarding process, please email us at [email protected].
