Unison, a leading provider of COTS-based procurement and grants management solutions for the federal government, is seeking a Help Desk Lead. This will be a hands-on, customer-facing role that operates as part of a team. This is an exciting opportunity that offers the ability to work with passionate people, the opportunity for growth, and a real ability to make a significant impact on business.

• Managing a small team of Help Desk professionals
• Triaging and remediating tickets
• Handling ticket escalations
• Generating reports and conducting analysis of Help Desk activities
• Communicating with technical and functional teams to remediate issues
• Communicating with Government users and Stakeholder teams to discuss tickets, outstanding issues, workarounds, and resolutions
• Supporting configuration management process
• Drafting and delivering end user communications, briefings, and creating/maintaining a help desk knowledge base

• Minimum 3 years of experience in a Government-facing functional, customer service, or help desk role
• Ability to work 8am to 4pm ET
• Exceptional written and verbal communication skills
• Experience in generating and analyzing reports desired
• Experience in configuration management desired
• Experience with developing and/or reviewing functional documentation, to include requirements, design, and training documents desired
• Experience using Microsoft Outlook Suite desktop applications, specifically MS Word and MS Excel
• Experience briefing, to include executive meetings, multiple stakeholder groups

Physical Requirements: Qualified candidates will need to be able to commute to multiple work facilities, remain in a stationary position for periods of time, and be able to communicate with and work side by side with co-workers.

Location: Columbia, MD

Clearance: TS/SCI with Full Scope Polygraph required