Tier 1 HR Applications Help Desk Lead with Security Clearance

Knowledge Management, Inc. (KMI) has the leadership and experience to deliver innovative technology, logistics and management solutions to meet real mission requirements. KMI is a Minority Business Enterprise (MBE) and Small Disadvantage Business (SDB) that specializes in Logistics, Warehouse Services, Distance Learning/Training, Enterprise Solutions, Financial Management Support, Program Management, Intelligence Analysis & Threat Assessment, and Data Analytics/Operations Research. Since 1998, our solutions and services have helped our clients improve performance, drive cost and operational effectives, and map technology needs for tomorrow's requirements.

Job Requisition: Tier 1 Human Resources Applications Help Desk Lead

Location:

Washington, DC (currently onsite - biweekly) Customer:
Department of State Salary Range:
Please provide your salary requirement Clearance:
Secret Position Summary The Tier 1 Human Resources Applications Help Desk Lead provides day-to-day leadership and operational oversight for a team of three Tier 1 Help Desk Specialists supporting Human Resources applications and systems. This position serves as the first-line operational lead responsible for ensuring exceptional customer service, timely incident resolution, workload management, and compliance with Service Level Agreements (SLAs).

The Help Desk Lead coordinates daily activities, monitors ticket queues, assigns workloads, mentors team members, and serves as the primary escalation point for complex customer issues while working collaboratively with Tier 2 support teams, application owners, User Security Administration, infrastructure teams, and program management. The ideal candidate possesses excellent customer service skills, exceptional organizational and multitasking abilities, and outstanding verbal and written communication skills necessary to support a fast-paced enterprise Human Resources environment.

At this time full-time on-site at the customer site in NW District of Columbia biweekly is required. Every other week the team has been teleworking. A request to full-time on-site may be required in the future.

Key Responsibilities Team Leadership
* Lead and coordinate the daily activities of a three-person Tier 1 Human Resources Applications Help Desk team.
* Monitor team workload and distribute assignments to ensure timely response and resolution.
* Provide coaching, mentoring, and on-the-job training to Help Desk Specialists.
* Ensure consistent adherence to established Standard Operating Procedures (SOPs).
* Monitor staffing coverage to maintain required service hours.
* Conduct quality reviews of customer interactions and ticket documentation. Customer Support
* Deliver exceptional customer service while supporting enterprise Human Resources applications.
* Serve as the primary point of contact for escalated Tier 1 customer issues.
* Ensure incidents are acknowledged, prioritized, and resolved in accordance with established SLAs.
* Communicate professionally with customers throughout the incident lifecycle.
* Build positive working relationships with internal customers across multiple organizations.
* Promote a customer-first culture within the Help Desk team. Incident and Service Request Management
* Oversee daily Service Now ticket queues and workload distribution.
* Ensure incidents are properly categorized, prioritized, documented, and routed.
* Monitor aging tickets and proactively address potential SLA violations.
* Coordinate escalations to Tier 2 support, application development teams, or system owners.
* Verify ticket quality, completeness, and accurate documentation before closure.
* Support incident trend analysis and recommend process improvements. HR Application Support Provide Tier 1 support for Human Resources applications including:
* User account support
* Password assistance
* Application access requests
* Role-based permissions
* Basic troubleshooting
* System navigation assistance
* User onboarding support
* General HR application questions Reporting and Performance Monitoring
* Monitor Help Desk metrics and team performance.
* Generate operational reports and dashboards.
* Track SLA compliance and identify improvement opportunities.
* Analyze ticket trends and recurring issues.
* Support continuous process improvement initiatives.
* Provide regular status updates to management. Collaboration Work closely with:
* Tier 2 Help Desk
* User Security Administration
* Application Development Teams
* HR Information Systems (HRIS)
* Infrastructure Support
* Program Management
* Government stakeholders
* Other contractor support teams Education
* Bachelor's degree in Information Technology, Business Administration, Human Resources, Information Systems, or a related discipline.
* Equivalent professional experience may be substituted for education. Experience
* 5+ years of Help Desk or IT customer support experience.
* Minimum 2 years leading or supervising a Help Desk team.
* Experience supporting enterprise…