Help Desk Lead

PSI 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.

The 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.

This 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.

This 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.

• Plan, implement, manage, and continuously improve customer service systems, processes, and support activities.

• Lead and coordinate Tier 1 and Tier 2 customer service and technical support operations.

• Provide guidance and technical assistance to Customer Service Engineers and other Help Desk personnel.

• Monitor customer service delivery to promote timely, consistent, and professional support.

• Handle escalated customer inquiries, service concerns, and customer satisfaction issues through resolution.

• Review service desk, ticketing, and customer support data to identify trends, recurring incidents, service gaps, and emerging issues.

• Prepare and present clear reports on customer service trends, significant issues, and recommended corrective actions to system program teams.

• Coordinate with system administrators, engineers, program personnel, and other technical teams to resolve complex or recurring customer issues.

• Manage and prioritize support workloads using established ticketing systems and escalation procedures.

• Oversee the resolution of Tier 1 and Tier 2 incidents involving desktop systems, laptops, peripheral devices, network connectivity, telecommunications tools, and supported software.

• Ensure that customer incidents, requests, troubleshooting activities, and resolutions are accurately documented.

• Track unresolved and escalated tickets, identify barriers to resolution, and facilitate appropriate follow-up.

• Analyze operational logs, service metrics, and other available data to support corrective and preventive actions.

• Develop, maintain, and improve standard operating procedures, knowledge articles, troubleshooting guides, and customer training materials.

• Train and mentor support personnel on customer service practices, technical procedures, documentation standards, and supported technologies.

• Provide end-user training and guidance on frequently encountered technical issues and supported systems.

• Support the maintenance of reliable and available IT services by identifying operational risks and coordinating corrective action.

• Participate in the implementation and improvement of Help Desk tools, workflows, customer communication methods, and service…