Help Desk Support Lead – Veteran Survey Operations

Role Overview

• Coordinates daily and weekly Help Desk staffing schedules to ensure adequate coverage during operating hours and surge periods
• Provides coverage for Help Desk staff, when needed, to cover unexpected gaps and to support call volume for timely support
• Monitors call volume and operational demands, communicating staffing needs, risks, and opportunities for improvement with the Project Manager
• Works closely with the Project Manager to support initial and just-in-time Help Desk training, ensuring staff fully understand workflows, scripts, and protocols
• Supports Help Desk staff in responding to distressed Veteran interactions and ensures proper application of the tiered distress protocol
• Monitors Help Desk performance for consistency, professionalism, and adherence to protocols.

Requirements

• High school diploma or equivalent required
• Minimum of 4 years of experience in call center, help desk, customer support, or Veteran-facing service roles
• Demonstrated experience coordinating staff schedules, supporting daily operations, or serving in a lead or supervisory capacity
• Experience supporting or delivering staff training and coaching
• Sound judgment and ability to identify and escalate risks or urgent issues appropriately
• Ability to pass required background checks.

Benefits

• Health insurance
• Paid time off
• Professional development