Manage daily PRISM Help Desk operations, ensuring timely ticket resolution, workload balancing, and consistent service levels.
Supervise and coordinate SMEs across configuration, interfaces, reporting, and testing to ensure operational continuity and issue resolution.
Monitor ticket queues, escalation paths, and response metrics to maintain performance standards and identify service gaps.
Oversee PRISM system configuration updates, ensuring changes are properly documented, tested, and implemented with minimal disruption.
Coordinate interface and reporting support activities, ensuring technical solutions meet documented business requirements.
Lead testing activities for upgrades, system fixes, patches, and enhancements, including test plan execution, defect tracking, and validation.
Develop and maintain operational dashboards tracking help desk metrics, backlog trends, recurring issues, and system performance.
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.
Ensure documentation is maintained for configurations, processes, known issues, and standard operating procedures.
Mentor and guide team members, fostering accountability, technical excellence, and a customer-focused mindset.

Bachelor’s degree required.
5+ years overseeing help desk operations and leading cross-functional technical teams.
Experience supporting PRISM or comparable federal ERP/procurement systems strongly preferred.
Strong understanding of system configuration management, interface/integration oversight, and reporting solutions.
Experience coordinating structured testing efforts, including development of test plans, defect management, and validation cycles.
Proven ability to manage multiple workstreams while maintaining schedule, quality, and stakeholder alignment.
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.

Remote Work: Though predominantly remote, infrequent office visits will be required annually. All travel costs for these visits will be covered by Unison.

Customer Support Consultant – Lead

Key skills