Olympus Solutions is seeking a Help Desk Lead/Manager to oversee help desk operations supporting Federal Student Aid (FSA) IAM programs. The Help Desk Lead/Manager will supervise a team of technicians, provide technical assistance to end users, and ensure high-quality customer service in resolving hardware, software, and systems issues. This role requires strong leadership, technical expertise, and the ability to coordinate help desk operations for a large-scale, highly available system integrated with mission-critical applications.

REQUIRED QUALIFICATIONS

• 7+ years of experience in IT support, with at least 3 in a leadership role as a Help Desk Lead or Manager.
• Proven ability to manage help desk teams supporting large-scale, mission-critical IT systems.
• Strong understanding of help desk operations, including request logging, performance tracking, and customer service standards.
• Demonstrated ability to hire, train, and mentor help desk staff while maintaining service quality.
• Strong interpersonal skills, leadership skills, and conflict resolution abilities.
• Proficiency in documenting processes, producing reports, and presenting findings in clear, user-friendly language.
• Expert knowledge of recent advances in computer science and engineering.
• Excellent communication skills with experience briefing senior government officials.
• Must have and maintain a Public Trust (Tier 4/6c) clearance.

• Serve as the primary point of contact for users experiencing issues with hardware, software, or operating systems.
• Diagnose problems, determine root causes, and provide solutions or escalate as needed.
• Perform incident management activities, categorizing and tracking tickets in the help desk system.
• Lead triage meetings with stakeholders to gather additional information and coordinate resolutions.
• Supervise and coordinate activities of help desk technicians, ensuring prompt and effective user support.
• Establish and maintain scripts, templates, and procedures for daily help desk operations.
• Manage help desk staff recruitment, training, and performance oversight.
• Track help desk performance metrics, produce productivity reports, and identify areas for service improvement.
• Implement and enforce help desk policies and procedures to ensure compliance and service excellence.
• Communicate with senior government officials, project managers, and technical experts to ensure alignment of support services with program requirements.