We need a Help Desk Support Lead.Are you the person who can calm a frustrated user and a frazzled team in the same five minutes? Do you take real pride in a support queue that runs like a well-oiled machine- fast, friendly, and never dropping the ball? If you love running a support operation that makes people's day smoother, then please apply.
What you'll do:- Lead support for CMS's enterprise AI services, keeping high-profile users productive and happy.
- Own the support queue, set the standard for response and quality, and keep the team's rhythm tight.
- Provide white-glove support to CMS stakeholders, up to the Administrator's office, with polish and discretion.
- Mentor support staff, build playbooks, and raise everyone's game.
- Channel feedback from leadership back to the product, AI, and engineering teams.
- Maintain SOPs and knowledge base articles and support UAT and post-deployment smoke testing.
What we'd like you to have:- A bachelor's degree and 5+ years in IT support, with team-lead or supervisory experience.
- Exceptional communication and people skills,with the polish to support senior executives.
- A calm, unflappable demeanorin high-stress, high-visibility situations.
- The ability to research and resolvetechnically complex issues.
- The ability to obtain and maintain a Public Trust security clearance.
What would blow us away:- Experience supporting AI/ML, chatbot, or LLM-based tools.
- Experience providing executive or VIP-level support.
- Previous experience supporting CMSor another federal agency.
Even if you don't meet 100% of the qualifications, we encourage you to apply. At Skyward, we're focused on hiring individuals with the right skills and passion to grow, not just checking off every box.
And now the important part. What we offer you:- Medical, dental, vision insurance
- 15 days of paid leave
- 7 days of sick leave
- 2 days bereavement leave
- 11 paid Federal holidays
- Up to 40 hours for jury duty
- 401K with 4% employer contribution (and no vesting period)
- Up to 4 weeks of paid paternity and maternity leave
- Company provided laptop
- $5,000 per year for professional development
- $600 per year for technical supplies and equipment
- $2,000 referral bonus
- Life and disability insurance
- HSA and FSA
- Legal Shield and ID Shield Voluntary Benefits
- Opportunity to work in a collaborative, motivated team focused on modernizing government services with cutting-edge technology and innovative solutions. Who says government work can't be exciting!
$78,000 - $95,000 a year
We believe great work deserves great pay. That's why we ensure our compensation is not only competitive but also fair and transparent, as required by Maryland law. Expect a salary that matches your skills, experience, and the value you bring to the table - because you're worth it!
At Skyward, we support flexible working hours and remote opportunities to help maintain a healthy work-life balance for all employees.
