Help Desk Support Lead

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!