Lead a team of service desk agents providing technical support to maintain ACWS accessibility.
Develop targeted communications and training to build knowledge and resolve repeating issues.
Oversee Service Desk operations, aligning with ITIL practices and meeting SLAs.
LMI accelerates government impact with innovation and speed, bringing commercial-grade platforms and mission-ready AI to federal agencies. With a focus on agility and collaboration, LMI serves the defense, space, healthcare, and energy sectors, and is headquartered in Tysons, Virginia.
Provide remote troubleshooting support for proprietary software, desktop, network, and mobile device issues (incidents), and customer requests (for example, password resets) via multiple support channels (phone, email, chat, and ticket queue).
Make outbound service calls to customers (returning voicemails, providing status updates/follow-up, gathering more information).
Resolve issues using Knowledgebase articles.
Peraton is a next-generation national security company that delivers trusted, highly differentiated solutions and technologies to protect our nation and allies. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces.
Lead, coach, and mentor a multi‑tier (Tier 1–3), multi‑region helpdesk to deliver consistent, high‑quality support across time zones.
Own and continuously improve CSAT, SLA attainment, queue quality, and customer communication standards.
Design and implement enhanced global policies, escalation frameworks, and operating standards.
J.S. Held is a global consulting firm that combines technical, scientific, financial, and strategic expertise to advise clients seeking to realize value and mitigate risk. They provide a comprehensive suite of services, products, and data that enables clients to navigate complex, contentious, and often catastrophic situations.
Lead Level 1-3 Service Desk analysts and engineers, aligning performance with team and career goals
Manage daily support operations, escalations, and SLAs for external client support
Improve service management, processes, automation, and first‑call resolution
Experian is a global data and technology company, powering opportunities for people and businesses around the world. A FTSE 100 Index company listed on the London Stock Exchange, they have a team of 23,300 people across 32 countries and a people-first culture.
Own security posture, compliance programs, and audit readiness.
Lead all IT functions supporting corporate and program needs.
Provide guidance and escalation support for IT hardware/software issues as needed.
Red Cell Partners is an incubation firm building and investing in rapidly scalable technology-led companies. They bring revolutionary advancements to market in healthcare, cyber, and national security and are united by a shared sense of duty.
Serve as the primary queue manager for the Business Operations Freshservice service desk, triaging incoming requests, assigning tickets to appropriate team members, tracking status, and ensuring SLA compliance.
Provide Tier 1 support for common, well-defined business systems requests; resolve straightforward issues independently and escalate complex or unfamiliar issues with clear documentation and context.
Support other firmwide service groups that utilize ticketing platforms by assisting with queue setup, workflow configuration, and consistent queue management practices.
Dudek began in 1980 serving Southern California’s water and wastewater agencies. Today, they are a 100% employee-owned firm supporting clients nationwide, recognized by leading industry organizations and honored with national Top Workplace Awards.
Recruit, hire, and train high-performing technical support teams across global locations.
Oversee support delivery for one or more product suites, ensuring contractual coverage.
Foster a culture of inclusion, growth, and accountability within the team.
Granicus provides technology that transforms the Govtech industry by connecting governments and constituents. They have served 5,500 federal, state, and local government agencies and over 300 million citizen subscribers, empowering stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada.
Responsible for recruiting, hiring and training technical support teams across our worldwide locations.
Coach team members and foster a culture of inclusion and commitment to personal and professional growth.
Take responsibility for providing time critical updates via our status page and support portal for critical incidents, maintenance windows or product releases.
Granicus provides technology that transforms the Govtech industry by connecting governments and constituents. They offer cloud-based solutions for communications, website design, meeting and agenda management, records management, and digital services to over 5,500 federal, state, and local government agencies.
Own CMMC 2.0 and SOC 2 end-to-end, including control design and implementation.
Lead all IT functions supporting corporate and program needs, owning IT architecture and tooling decisions.
Provide guidance and escalation support for IT hardware/software issues; mentor IT Support Specialist & Cloud Infrastructure Engineer.
DEFCON AI leverages artificial intelligence, mathematical optimization, data analytics, and software engineering for resilient optimization of complex systems. They align outcomes with operational goals, better decision making, and empower customers to anticipate, assess, and mitigate the impacts of disruptions.
Own the administration, reliability, and operational maturity of Omada’s Zendesk platform.
Partner closely with Member Services leadership and operations teams to translate service workflows.
Work with stakeholders to prioritize Zendesk enhancements and operational improvements.
Omada Health inspires and engages people in lifelong health, one step at a time. They have certified as a Great Place to Work, carefully hiring talent and actively seeking diversity, building an inclusive culture where differences are celebrated and leveraged to inform decisions.
Provide technical expertise in the support of the Department of Veterans Affairs (VA) End User support and Operations Monitoring contract within Major Incident Management (MIM).
IT Concepts dba Kentro drives innovation, fosters professional growth, and positively impacts communities. They are a close community of experts that pride themselves on creating an environment defined by teamwork, dedication, and excellence.
Act as the primary contact for IT requests via Jira and Slack.
Own identity and access management across core systems.
Own SOC 2 Type II IT controls: evidence collection, audits, and working with external auditors.
PolicyMe is a Canadian digital insurance solution, offering straightforward and affordable financial protection. They operate with a remote-first culture and have sold over $10 billion in insurance coverage since 2018.
Delivering IT support by responding to Service Requests and Incidents, aiming for 80% first-contact closure.
Troubleshooting computer hardware/software issues and implementing updates.
Developing and maintaining Support Center documentation using Confluence and ServiceNow.
Veolia in North America is a top-ranked environmental company, the country’s largest private water operator and technology and hazardous waste/pollution treatment leader. They offer water, waste, and energy management services to commercial, industrial, healthcare, higher education and municipality customers. Veolia has more than 10,000 employees working at more than 350 locations across North America, and fosters a collaborative and innovative culture.
Lead and manage the India-based End User Services and Enterprise Service Desk (Level 1) team.
Ensure adherence to established SLAs and service delivery standards for incident resolution and service requests.
Drive continuous improvement initiatives, including automation of service desk workflows.
Oportun is a mission-driven financial services company that aims to help its members reach their financial goals. They empower members with capabilities for borrowing, saving, and budgeting, in order to build a better financial future.
Supports configuration management processes for systems and documentation.
Assists with maintaining configuration management repositories and version control.
Supports configuration change control activities, including documentation and tracking.
Peraton is a next-generation national security company that drives missions of consequence spanning the globe. As the world’s leading mission capability integrator and transformative enterprise IT provider, they deliver trusted solutions to protect our nation and allies.
Build, scale, and lead a high-performing support team across multiple channels and user groups.
Develop and execute a comprehensive support strategy that serves both internal team members and external customers.
Continually analyze trends in support data and lead root-cause analyses to identify systemic problems and improvement opportunities.
Imagine Pediatrics is a tech-enabled, pediatrician-led medical group that reimagines care for children with special health care needs. They deliver 24/7 virtual-first and in-home medical, behavioral, and social care. They likely have over 50 employees and promote a culture of innovation and putting children first.