Position Details

Type Full-Time

Experience mid

Exp. Years 4-8 years

Education Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent work experience

Category IT Support & Helpdesk

About this role

This role involves overseeing a remote help desk team supporting telehealth platforms for Veterans and VA Providers, ensuring operational excellence and SLA compliance.

Key Responsibilities

Lead and develop support team
Manage help desk operations
Monitor incidents and SLAs
Provide troubleshooting support
Foster continuous improvement

Technical Overview

Technical scope includes Tier I-III support, troubleshooting, incident monitoring, and mobile app training related to video telehealth platforms.

Ideal Candidate

The ideal candidate is a mid-level IT support professional with 4+ years of help desk experience, strong troubleshooting skills, and leadership capabilities to manage a support team in a remote environment.

Must-Have Skills

Help Desk supportTroubleshootingTeam leadershipCustomer supportIncident management

Nice-to-Have Skills

Mobile application trainingVideo telehealth platformsKnowledge base managementRemote team management

Tools & Platforms

ServiceNowTicketing systemsMonitoring dashboards

Required Skills

Help DeskTier I supportTier II supporttroubleshootingincident managementSLAscustomer supportknowledge basemobile applicationsvideo telehealth

Hard Skills

Help Desk SupportTier I supportTier II supportTier III supportTroubleshootingMobile application trainingVideo telehealth platformsIncident monitoringSLAsKnowledge base updates

Soft Skills

LeadershipTeam managementCommunicationProblem-solvingStakeholder engagementCustomer serviceMentoringPerformance management

Industry & Role

Industry Government/Public Sector

Job Function Help desk team leadership and support management

Role Subtype Help Desk L2

Keywords for Your Resume

Help DeskTier I supportTier II supportTier III supportTroubleshootingVideo telehealthIncident managementSLAsHelp Desk supportCustomer supportRemote supportKnowledge baseMobile application trainingHelp Desk SupervisorHelp Desk teamCustomer serviceTeam leadershipMobile applications

Deal Breakers

Lack of help desk support experience, No leadership experience, Inability to work remotely, No technical troubleshooting skills

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