Help Desk Lead

about unison

unison’s products power the business of government to work smoother and smarter, making critical federal processes and acquisitions simpler and more effective. Trusted by over 200,000 federal employees and government contractors, our ai-infused software and deep domain expertise help contract shops, cost engineers, 1102s, program managers, and budgeting professionals cut through friction, keep compliance airtight, and sharpen decisions. Our federal focus brings efficiency, transparency, and clarity to complex data, regulations, and workflows, empowering agencies and executives to spend more minutes on mission and achieve strategic objectives.

Unison is how federal business gets done.

unison is proud to be recognized as a 2026 quantum certified workplace™ in washington d.c., reflecting our continued focus on building a workplace where people feel supported and teams thrive.

unison software is seeking a help desk lead to oversee day-to-day operations of the prism help desk and lead a cross-functional team of technical and functional experts supporting federal client programs.

help desk leads at unison sit within our delivery services organization and are accountable for ticket resolution, service levels, and stakeholder communication across the program. The role coordinates subject matter experts across system configuration, interfaces, reporting, and testing, ensuring operational continuity and driving down recurring issues through documentation, process improvement, and user enablement.

unison consultants thrive on personal and direct contributions that help our clients achieve substantial benefits from our software products and service offerings. Scope of responsibility, team size, and program complexity scale with experience level and are defined in the specific job posting.

• manage daily prism help desk operations, ensuring timely ticket resolution, workload balancing, and consistent service levels
• supervise and coordinate subject matter experts across configuration, interfaces, reporting, and testing to maintain operational continuity
• monitor ticket queues, escalation paths, and response metrics, and develop dashboards tracking backlog trends and recurring issues
• oversee prism system configuration updates, ensuring changes are properly documented, tested, and implemented with minimal disruption
• lead testing activities for upgrades, system fixes, patches, and enhancements, including test plan execution, defect tracking, and validation
• facilitate regular status meetings with internal teams and client stakeholders to review open issues, priorities, and risks
• identify recurring system or process issues and implement corrective actions to improve efficiency and reduce ticket volume
• support user training and outreach efforts to improve system utilization and reduce avoidable support requests
• maintain documentation for configurations, processes, known issues, and standard operating procedures
• mentor and guide team members, fostering accountability, technical excellence, and a customer-focused mindset

• professional experience overseeing help desk or service desk operations and leading cross-functional technical teams, with depth of experience commensurate with the level of the position
• experience supporting prism or comparable federal erp or procurement systems
• experience coordinating structured testing efforts, including development of test plans, defect management, and validation cycles
• experience managing multiple work streams while maintaining schedule, quality, and stakeholder alignment

• system configuration management, interface and integration oversight, and reporting solutions in a…