Posted 13 days ago

Help Desk Support Lead

RockvilleRemoteFull-time

AI Summary

Lead the help desk for CMS enterprise AI services, owning the support queue, setting response and quality standards, and mentoring support staff while providing white-glove support to senior stakeholders.

About this role

We are Skyward.

That is, a love for people, for improvement, for human advancement through information technology. We are a people-centered business with a desire to serve others. We are diverse and unified; creative and collaborative; a collection of complementary, not competing talents. And though on the surface we remain relaxed, beneath, a torrent of energy links us to our civic tech mission.

We stand by our values, and we won’t compromise on any of them.

Integrity: We’re conscientious, intentional, and empathetic. Our words and actions align. That’s our character. Please don’t ask us to play another part, we’re poor actors.

Compassionate: If we may borrow a quote from Theodore Roosevelt: “No one cares how much you know until they know how much you care.” Because our team is thoughtful and supportive, caring deeply for each other, our clients, and our work, this comes naturally.

Inquisitive: We remain students by failing openly and turning lessons into solutions.

Unconventional: For us, life isn’t what happens outside of work. Work happens inside of life and our culture erases the line often dividing the two.

Authentic: Made possible only because we embody the values listed above. We’re relaxed and fun yet intensely curious and driven. Team members are placed with thought, care, and precision to ensure that Trust, Truth, and Transparency continue to represent our brand.

Because of that, we continue Onward, Upward, and Skyward.

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.

Come join us if you're motivated to learn from others, to learn from mistakes, to be part of a future-looking and growth-oriented team.

Let's go Skyward together.

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 demeanor in high-stress, high-visibility situations.

The ability to research and resolve technically 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 CMS or 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!