Lead Help Desk Analyst (Full-time, Remote)

About Us

www.integritym.com

Integrity Management Services, Inc. (IntegrityM) is an award-winning, women-owned small business specializing in assisting government and commercial clients in compliance and program integrity efforts, including the prevention and detection of fraud, waste and abuse in government programs. Results are achieved through data analytics, technology solutions, audit, investigation, and medical review.

At IntegrityM, we offer a culture of opportunity, recognition, collaboration, and supporting our community. We thrive off of these fundamental elements that make IntegrityM a great place to work. Our small, flexible workplace offers an exceptional quality of life and promotes corporate-driven sustainability. We deliver creative solutions that exceed goals and foster a dynamic, idea-driven environment that nurtures our employees’ professional development. Large company perks…Small company feel!

Description:

In this role, the Lead Help Desk Analyst will provide day-to-day leadership and advanced support for help desk operations, serving as a primary escalation point for complex user inquiries and technical issues. The Lead Help Desk Analyst will work closely with business users, stakeholders, Help Desk Analysts, technical teams, and project leadership to support timely issue resolution and effective help desk operations. The ideal candidate will have strong customer service, analytical, problem-solving, and communication skills, with experience supporting help desk operations and using digital platforms and ticketing systems. The Lead Help Desk Analyst will also assist with workload coordination, quality monitoring, staff guidance, process improvement, and the development and maintenance of help desk procedures and documentation.

Job Responsibilities:

• Maintains strict confidentiality and security of all sensitive and/or business confidential information obtained or accessed during the course of business and/or contract operations.
• Adheres to all IntegrityM and/or client privacy and security protocols governing sensitive and/or business confidential information.
• Ensures compliance with all applicable privacy and security training requirements (both IntegrityM and external/client-based), whether on an annual or ad hoc basis. Please note: certain position levels (leads, managers, directors or higher) may require additional role-based training to ensure compliance with applicable privacy and security requirements.
• Provides day-to-day leadership and guidance to Help Desk Analysts to support consistent, timely, and high-quality service to business users and stakeholders.
• Serves as an escalation point for complex or unresolved help desk inquiries and technical issues, coordinating with appropriate technical teams and project leadership as needed.
• Assists with monitoring help desk queues, workload, priorities, response times, and issue resolution to support established service levels and performance expectations.
• Reviews help desk tickets and related documentation for completeness, accuracy, appropriate categorization, and compliance with established procedures.
• Provides guidance, coaching, and support to Help Desk Analysts regarding troubleshooting, customer service, documentation, escalation procedures, and help desk best practices.
• Identifies recurring issues, trends, and potential process improvements and communicates findings and recommendations to project leadership and technical teams.
• Collaborates with project leadership, technical teams, business users, and stakeholders to support resolution of technical and operational issues.
• Gathers, tracks, and analyzes requirements and user feedback to help identify technical solutions and opportunities to improve the user experience.
• Communicates complex technical information clearly and effectively to both technical and non-technical professionals.
• Creates and maintains process models, diagrams, standard operating procedures, knowledge articles, frequently asked questions, and other help desk documentation.
• Utilizes digital platform tools such as Jira, Confluence, Pega, Appian, Bizagi, ServiceNow, Workday, Salesforce, AWS, Azure, and other applicable systems to support help desk operations.
• Supports the development, implementation, and maintenance of help desk policies, procedures, workflows, knowledge management resources, and best practices.
• Assists with onboarding and training Help Desk Analysts and reinforces consistent application of established procedures and customer service standards.
• Provides exceptional customer service and ensures users receive timely, professional, and effective communication throughout the support and resolution process.
• Supports reporting and analysis of help desk activities, including ticket volumes, issue types, trends, escalations, response and resolution times, and other performance measures.
• Collaborates with leadership to identify opportunities to improve help desk efficiency, service quality, user satisfaction, and overall operations.
• Participates in ongoing training and professional development to remain current with applicable technologies, systems, processes, and industry best practices.
• Performs ad hoc tasks/duties as assigned.
• Exercises appropriate discretion and independent judgment relating to company policies and practices in an effective, consistent, and professional manner.
• Adheres to applicable policies and procedures ensuring commitment to quality, compliance, and security to protect the confidentiality, integrity, and availability of sensitive data and information.

Supervisory Responsibilities:

Job Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Business, or a related field preferred.
• Three (3) or more years of experience in help desk, service desk, technical support, or a related field.5
• Experience serving in a lead, senior, or escalation support capacity preferred.
• Demonstrated experience troubleshooting and resolving technical and user support issues.
• Experience working with ticketing, case management, or service management systems.
• Strong knowledge of digital platform tools such as Jira, Confluence, Pega, Appian, Bizagi, ServiceNow, Workday, Salesforce, AWS, and Azure.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent written and verbal communication skills, including the ability to convey technical information to non-technical audiences.
• Experience developing and maintaining procedures, knowledge articles, process documentation, or related help desk resources.
• Ability to analyze help desk trends and recurring issues and recommend process or service improvements.
• Ability to effectively prioritize and coordinate multiple tasks in a fast-paced environment.
• Strong customer service skills and a commitment to providing high-quality support to users.
• Ability to work collaboratively with technical teams, business users, stakeholders, and project leadership.
• Ability to work shifts necessary to support required help desk operating hours.

Preferred Qualifications:

• Experience supporting federal government or healthcare-related systems.
• Experience with Medicare and/or Medicaid programs, healthcare fraud, waste and abuse, or program integrity work.
• Familiarity with ITIL or other IT service management frameworks.
• Experience with ServiceNow or comparable IT service management platforms.
• Relevant technical, platform, or IT service management certifications.

Additional Requirements:

• Must pass post-hire background screening checks.

This position is eligible for the benefits applicable to full-time regular employees, such as:  vacation, sick leave, paid holidays, health insurance, dental insurance, vision insurance, short- and long-term disability, life insurance, employee assistance plan, 401(K) retirement plan, and educational benefits.

U.S. remote annual salary range: $55,000-$85,000/annual

For candidates in jurisdictions requiring range disclosure, this is the good-faith range for this role; final pay may vary by work location and  job-related factors such as skills, experience, location, and internal equity. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

IntegrityM is an Equal Opportunity Employer and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, and gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.