{"id":3298983,"url":"https://alion.io/job/planned-systems-international-help-desk-lead","title":"Help Desk Lead","company":{"id":1963890,"name":"Planned Systems International","domain":"plan-sys.com","url":"https://alion.io/company/plan-sys","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Support","role_family":"Support","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Washington, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":66000,"max_usd":144000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":107},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"CAPA","optional":false},{"name":"ITIL","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Service Desk","optional":false},{"name":"SharePoint","optional":false},{"name":"VPN","optional":false}],"status":"live","first_seen_at":"2026-10-26T22:59:02Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-10-29T23:07:46Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Overview\nPSI is seeking a Customer Service Manager supporting a Department of Veterans Affairs Information Technology Help Desk and its end users. The Customer Service Manager will plan, implement, and manage customer service systems while providing leadership and technical guidance for the delivery of responsive, high-quality customer support.\nThe successful candidate will oversee customer service activities, address escalated customer satisfaction issues, and review service data to identify trends, recurring problems, and opportunities for improvement. The Customer Service Manager will communicate these findings to the Program/Project Managers/Program Teams and collaborate with technical personnel to improve service performance and the overall customer experience.\nThis position requires a customer-focused professional with strong leadership, analytical, troubleshooting, communication, and organizational skills. The Customer Service Manager must be capable of operating in a high-volume, fast-paced environment and coordinating the resolution of both technical and non-technical customer issues. The role will also provide Tier 2 support for desktop systems, peripheral devices, telecommunications tools, and other supported IT services.\nThis position is required to be performed on-site at the VACO Building in Washington, DC. The standard work schedule is Monday through Friday, 0900 to 1700 hours. Attendance at the designated work location during these hours is required to support mission and operational needs.\nEssential Functions and Job Responsibilities\nPlan, implement, manage, and continuously improve customer service systems, processes, and support activities. \nLead and coordinate Tier 1 and Tier 2 customer service and technical support operations. \nProvide guidance and technical assistance to Customer Service Engineers and other Help Desk personnel. \nMonitor customer service delivery to promote timely, consistent, and professional support. \nHandle escalated customer inquiries, service concerns, and customer satisfaction issues through resolution. \nReview service desk, ticketing, and customer support data to identify trends, recurring incidents, service gaps, and emerging issues. \nPrepare and present clear reports on customer service trends, significant issues, and recommended corrective actions to system program teams. \nCoordinate with system administrators, engineers, program personnel, and other technical teams to resolve complex or recurring customer issues. \nManage and prioritize support workloads using established ticketing systems and escalation procedures. \nOversee the resolution of Tier 1 and Tier 2 incidents involving desktop systems, laptops, peripheral devices, network connectivity, telecommunications tools, and supported software. \nEnsure that customer incidents, requests, troubleshooting activities, and resolutions are accurately documented. \nTrack unresolved and escalated tickets, identify barriers to resolution, and facilitate appropriate follow-up. \nAnalyze operational logs, service metrics, and other available data to support corrective and preventive actions. \nDevelop, maintain, and improve standard operating procedures, knowledge articles, troubleshooting guides, and customer training materials. \nTrain and mentor support personnel on customer service practices, technical procedures, documentation standards, and supported technologies. \nProvide end-user training and guidance on frequently encountered technical issues and supported systems. \nSupport the maintenance of reliable and available IT services by identifying operational risks and coordinating corrective action. \nParticipate in the implementation and improvement of Help Desk tools, workflows, customer communication methods, and service management practices. \nPromote compliance with applicable security requirements, organizational policies, service-level expectations, and documented procedures. \nCommunicate effectively with customers, technical teams, program leadership, and other stakeholders. \nProvide support outside normal business hours during critical events or operational periods, when required. \nPerform other customer service management and Tier 1/2 technical support duties as assigned. \nMinimum Requirements\nBachelor’s degree in a general field. \nMinimum of five years of relevant experience in customer service management, IT service delivery, Help Desk operations, technical support, or a related area. \nEight years of additional relevant experience may be substituted for the bachelor’s degree. \nExperience planning, implementing, or managing customer service systems and support processes. \nExperience handling escalated customer concerns and customer satisfaction issues. \nExperience reviewing operational or customer service data to identify trends, recurring problems, and areas for improvement. \nAbility to effectively report customer service trends and issues to system program teams and other stakeholders (to include Director/Executive level). \nExperience supporting or overseeing work in a high-volume, fast-paced customer service or technical support environment. \nExperience using ticketing or service management systems to document, assign, prioritize, track, and resolve customer requests. \nDemonstrated troubleshooting and problem-resolution skills involving desktops, laptops, peripheral devices, software, connectivity, or related IT services. \nAbility to coordinate complex issue resolution across customer service, engineering, system administration, and program teams. \nExperience developing or maintaining standard operating procedures, knowledge articles, technical documentation, or training materials. \nStrong customer service, leadership, communication, analytical, and organizational skills. \nDemonstrated ability to work effectively with diverse executive leadership styles, navigating personalities with diplomacy, discretion, and professionalism. \nStrong written communication skills, including the ability to prepare clear reports and technical documentation. \nAbility to communicate technical information effectively to both technical and non-technical audiences. \nAbility to work independently, exercise sound judgment, manage competing priorities, and provide direction with minimal supervision. \nDemonstrated commitment to service quality, system availability, and a positive customer experience. \nAbility to sit at a workstation for long periods of time \nAble to lift, carry, move, load, and unload heavy objects (up to 50 pounds) \nDesired Qualifications\nExperience supporting federal government customers or the Department of Veterans Affairs. \nExperience with Microsoft Office, Microsoft 365, Active Directory, VPN, SharePoint, wireless networks, and common desktop technologies. \nExperience supporting telecommunications or unified communications technologies, including Genesys Cloud Contact Center. \nExperience supervising, mentoring, or providing technical directions to Help Desk or customer service personnel. \nFamiliarity with IT service management principles, service-level monitoring, trend analysis, and continual service improvement. \nRelevant technical or service management certifications, such as CompTIA A+, Network+, Security+, Microsoft certifications, HDI, or ITIL. \nCompany Benefits\nPSI offers full-time, benefits eligible employees a competitive total compensation package that includes paid leave, and options for employer sponsored group medical, dental, vision, short-term and long-term disability, life insurance, AD&D coverage, legal services, identity theft, and accident insurance. Flexible spending account and health saving account options offer pre-tax savings for qualified medical, dental, and vision expenses. The company sponsored 401(k) retirement plan has an employer contribution match that is immediately vested. We invest in the professional growth of our employees through professional courses, certifications, and tuition reimbursement programs.\nEEO Commitment\nIt is company policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits, and termination, are made without regard to race, color, religion, age, sex, sexual orientation, pregnancy, gender identity, genetic information, national origin, citizenship status, veteran status, protected veteran status, disability, or any other characteristic protected by applicable federal, state, or local law.\nTo ensure fair and consistent consideration of all applicants, all candidates must submit a formal application through Planned Systems International's Applicant Tracking System (ATS), iCIMS. Resumes submitted via email, social media, referrals, recruiting events, or other means will not be considered an official application and must be accompanied by a completed online application in the ATS before a candidate can be considered for employment. Reasonable accommodations for applicants and employees with disabilities will be provided. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, or to receive an update regarding the status of your application, please contact Talent Acquisition by emailing , or by dialing 703-575-8400.","description_format":"text","description_chars":9403,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Life insurance","Retirement plans"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Digital Government","IT Consulting & Digital Transformation"],"lifecycle":[{"event":"open","at":"2026-10-26T22:59:02Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":20,"reasons":["conf:0","velocity","win:early"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/planned-systems-international-help-desk-lead","json_url":"https://alion.io/job/planned-systems-international-help-desk-lead.json","meta":{"generated_at":"2026-10-29T23:57:04Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":35318,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1963890},"rest":"https://alion.io/mcp/rest/get_company?id=1963890"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fplanned-systems-international-help-desk-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fplanned-systems-international-help-desk-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fplanned-systems-international-help-desk-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/planned-systems-international-help-desk-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fplanned-systems-international-help-desk-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3298983}},{"tool":"search_jobs","arguments":{"company":"plan-sys.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3298983},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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