Help Desk Support Lead (Veteran Survey Operations)

Primary Responsibilities:

• Coordinates daily and weekly Help Desk staffing schedules.
• Monitors call volume and operational demands, communicating staffing needs.
• Serves as a point of contact for Help Desk staff.

Training Support and Consistency:

• Works closely with the Project Manager to support initial and just-in-time Help Desk training.
• Reinforces consistent application of VA-approved scripts, documentation standards, and distressed Veteran procedures.

Distressed Veteran Escalation and Risk Identification:

• Supports Help Desk staff in responding to distressed Veteran interactions and ensure proper application of the tiered distress protocol.
• Escalates immediate Veteran safety concerns, operational risks, or issues impacting timelines.