Lead Help Desk Specialist - (Remote)

About Us:

Totally Joined For Achieving Collaborative Techniques (TJFACT) is a minority-owned, CVE-verified Service Disabled Veteran Owned Small Business (SDVOSB) performance driven professional services government contracting company that provides a broad spectrum of services and solutions to the U.S. government agencies and organizations.

About the Position:

TJFACT is seeking to hire a well-versed Lead Help Desk Specialist (Remote) in Washington DC to support the Internal Revenue Service - IRS.

Please note that this role is contingent upon award.

Duties and Responsibilities:

• Serve as the central point of contact for the management of all work performed.
• Coordinate efforts of subcontractors, team members, and other contractors under the direction of the Government Program/Project Manager.
• Supervise technical and administrative staff, including subordinate managers, ensuring all tasks are completed effectively.
• Provide oversight and workload management for IT Service Desk assigned Contractor resources.
• Assign, monitor, and adjust schedules to meet objectives and goals.
• Negotiate and make binding decisions for the company.
• Troubleshoot and resolve problems related to desktop and laptop computers, software, and hardware.
• Apply customer service and support principles, including systems installed in customer organizations, training methods, and problem resolution.
• Proficiently install and troubleshoot primary and peripheral computer software and hardware remotely.
• Develop, review, and maintain policies, plans, procedures, processes, schedules, guidance material, and standards.
• Ensure compliance with corporate and government policies and standards.
• Administer and document subcontractor deliverables and financial activities.
• Assure the quality of task products, services, and deliverables by participating in reviews, audits, and site visits.
• Research and verify data in monthly status reports, including balances, costs, funding, and cost management.
• Attend and actively participate in meetings, working sessions, and training as requested by the IRS.
• Provide feedback on knowledge articles and processes related to IRS asset management systems.

Required Qualification:

• U.S. citizen
• At least 5-7 years of experience in relevant roles, including team leadership.
• Proficiency with:
• Aternity software
• ServiceNow applications and software
• eGain applications
• Bomgar software
• Microsoft Office products
• Apple iOS software
• Demonstrated supervisory and independent work skills with strong team leadership capabilities.
• Proficiency in laptop/desktop computers, operating systems, and hardware technologies.
• Strong customer service skills, both oral and written.

Preferred Qualifications:

• Bachelor's degree from Accredited Institute.
• Proven experience in a senior management role responsible for coordinating IT service desk operations.
• In-depth knowledge of business operations as related to the service desk environment and systems.
• Experience in developing and maintaining technical documentation, policies, and standards.
• Ability to participate in technical reviews and audits, ensuring deliverables meet high-quality standards.
• Strong background in financial and budgetary oversight for project activities.

Benefits:

• Medical, Vision and Dental Insurance
• 401-K plus match
• Paid Vacation days
• Paid holidays
• Short Term and Long-Term Disability
• Voluntary Term Life

TJFACT is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran. We reserve the right to modify or revise the job descriptions in part or in its entirety. Reasonable accommodations will be made in accordance with governing law.