Help Desk Lead

About the role

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.

Key Responsibilities

• 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
• 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

Qualifications

• 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 workstreams while maintaining schedule, quality, and stakeholder alignment
• Federal Acquisition Domain Knowledge: Familiarity with one or more of the following is preferred: System configuration management, interface and integration oversight, and reporting solutions in a federal acquisition environment
• Federal acquisition and procurement lifecycle, from requirements and market research through award, administration, and closeout
• Testing alongside federal user communities such as 1102 contract specialists, program office staff, and financial management personnel
• Handling of sensitive federal data within help desk and test environments

Core Skills and Abilities

• Proficiency with project management and tracking tools (e.g., MS Project, Jira, or equivalent)
• Exceptional communication and stakeholder management skills, with the ability to translate technical concepts for executive and non-technical audiences
• Strong analytical and problem-solving skills with a focus on measurable outcomes and operational excellence
• Ability to manage multiple priorities in a collaborative, client-facing environment
• Ability to lead, coach, and hold a team accountable to consistent service standards

Education

Bachelor's degree (BA or BS) in a related field, or equivalent professional experience

Work Location and Travel

Work location, on-site requirements, and travel expectations vary by program. In-Person Interview Our hiring process requires an in-person meeting, typically the final interview. Travel and accommodations will be provided.

Clearance

Applicants may need to be the subject of a security investigation and may need to meet eligibility requirements for access to classified information, to include U.S. Citizenship.

Why Join Unison

Unison has pioneered the creation of innovative software for federal agencies, program offices, and government contractors worldwide. We believe that there is power in moving in unison. Our culture and values reflect this belief and are central to achieving our mission of powering the business of government.

Job Applicant Privacy Policy

If you need reasonable accommodation for any part of the employment process, please contact us at hr@unisonglobal.com and let us know the nature of your request.

Compensation Range

$90K - $110K