Help Desk Software Management Team Lead

If you are looking for an exciting career opportunity in the IT, engineering, software development, logistics, and project management fields, Linchpin Solutions is the place to be! We are currently hiring for a dynamic and experienced Help Desk Software Management Team Lead.

Active Secret

Full Time, Onsite, Monday - Friday

The Help Desk Software Management Team Lead provides technical management of the trouble ticketing infrastructure while overseeing the Unit Diary/Help Desk section. The manager is responsible for configuring JIRA workflows, managing hardware assets, and ensuring staff compliance with annual training requirements.

Acts as the team lead overseeing daily help desk operations. The role demands extensive administration and tier I/II troubleshooting for the trouble‑ticketing management software (e.g., JIRA).

Technical configuration duties include:

• creating problem investigations for trending issues
• updating priority/weight ranges
• building incident templates
• authoring decision trees to aid in ticket creation

The lead will:

• properly path assignment scripts
• configure email notifications
• update broadcast system alerts
• create knowledge articles
• establish user permissions
• run detailed reports to track call volumes, operator performance, and ticket rework levels

• Experience with Microsoft Office
• Verbal and written communication skills
• Ability to work both collaboratively and individually
• Critical Thinking Skills
• Ability to give presentations and briefings as needed

Acts as the team lead overseeing daily help desk operations and performs extensive administration and tier I/II troubleshooting for the trouble‑ticketing management software (e.g., JIRA). Technical configuration duties include creating problem investigations for trending issues, updating priority/weight ranges, building incident templates, and authoring decision trees to aid in ticket creation.

• Bachelor's Degree in IT, Computer Science, Engineering, or a related field
• DoD 8140/8570.01‑M IAT Level II (e.g., CompTIA Security+ CE)
• Atlassian Jira Administrator

• 3–5 years IT Helpdesk experience preferred
• 2+ years of supervisory or managerial experience preferred

• Health, dental, and vision insurance
• 401(k) plan with company matching
• Flexible Spending Accounts (FSA)
• Company‑funded disability and life insurance
• Paid time off (PTO) and company‑paid holidays
• Employee Assistance Program (EAP)
• Educational assistance and parental leave

Linchpin Solutions is committed to compliance with applicable pay transparency laws and regulations. Final compensation for any position will be determined based on a variety of factors, including but not limited to: relevant prior work experience; education and certifications; specific skills and competencies; federal government contract labor categories and wage rates; geographic location. While salary ranges may be provided for a position, these ranges are not a guarantee of final compensation, which may vary based on individual qualifications and the specific requirements of the contract.

We are an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.