Helpdesk Lead

About Company:

About Tripoint Solutions

We are technology innovators, partnered with state-of-the-art providers, such as AWS, ServiceNow, and UiPath, to drive digital transformation in the federal space. TPS teams are bringing automation and data science into areas of the government that are crying out for fresh tech-making positive impacts felt by tens of thousands of users, countless citizens, and all six branches of the military each day. Our Agile teams are responsible for envisioning, launching, and operating the massive data systems and analytics platforms used to manage $14.5B in government procurements and $200B in military real estate assets globally. At TPS, we apply the power of cloud technologies to help the government think smarter and function better-for everyone.

TPS Company Values

• We value and respect each employee's dedicated work and unique contributions as they directly impact who we are and what we do.
• Your talent and innovative thinking bring leading-edge solutions to our customers.
• Our success is driven by the dedication of our employees.
• Employee-generated solutions have sustained our continued success and customer satisfaction

Benefit Offerings

Tripoint Solutions builds flexibility into health benefit plan choices, covers most of the monthly premiums, and helps employees build a career with impact through our generous professional development program.

We offer all full-time employees:

• Medical, Dental, Vision benefits with a national provider network
• Flexible Spending and Health Savings Accounts (FSA & HSA)
• Company-paid Life and Disability insurance including Short-Term, Long-Term, and Accidental
• Supplemental Insurance
• Paid time off (PTO)
• 11 paid holidays
• 401(k) Retirement Plan
• Professional Development Reimbursement Program to pursue undergraduate, graduate, training, and certifications
• Monthly transportation, parking, and cell phone service reimbursement

Tripoint Solutions is an Equal Opportunity Employer/Veterans/Disabled

About the Role:

The Helpdesk Lead plays a critical role in ensuring the seamless operation. This position is responsible for overseeing the helpdesk team, managing daily support activities, and ensuring timely resolution of technical issues to maintain high levels of user satisfaction. The Helpdesk Lead will serve as the primary point of escalation for complex technical problems and will coordinate with other IT departments to implement effective solutions. Additionally, this role involves developing and enforcing helpdesk policies, training team members, and continuously improving support processes to enhance efficiency. Ultimately, the Helpdesk Lead ensures that all end-users receive prompt, professional, and effective technical assistance, supporting the overall productivity of the organization.

The ideal candidate will lead a team of support specialists, collaborate with IT and agency stakeholders, and drive continuous improvement initiatives to enhance system performance and user experience.

Responsibilities:

• Oversee the full lifecycle of support tickets, ensuring timely triage, resolution, and closure in accordance with agency SLAs
• Manage escalations for mission-critical incidents and system outages
• Ensure high standards of accuracy in troubleshooting, documentation, and data entry
• Monitor help desk performance metrics and implement improvements as needed
• Ensure all help desk operations align with Federal security standards (e.g., NIST, FISMA)
• Oversee secure handling of sensitive property and system data
• Enforce Identity and Access Management (IAM) protocols to prevent unauthorized access
• Maintain audit-ready documentation and compliance reporting
• Analyze support trends to identify recurring issues, system bugs, and user knowledge gaps
• Collaborate with development teams to recommend system enhancements
• Develop and maintain a comprehensive Knowledge Base
• Lead training initiatives for federal employees and contractors on system functionality and regulatory updates

Minimum Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Minimum of 5 years of experience in help desk or IT support management
• Experience working with an Integrated Workplace Management System (IWMS)
• Familiarity with IWMS platforms such as TRIRIGA or ARCHIBUS
• Strong understanding of incident management, ticketing systems, and SLA-driven environments
• Experience supporting federal or government systems and users
• Experience with helpdesk ticketing systems and remote support tools.
• Excellent communication and interpersonal skills, with the ability to manage a team and interact effectively with end-users.

Preferred Qualifications:

• Advanced proficiency in IBM TRIRIGA (IWMS), including modules such as:
  • Real Estate Management
  • Facilities Management
  • Operations & Maintenance
• IBM TRIRIGA certifications (e.g., Application Developer or Deployment Professional)
• Knowledge of Federal Asset Management principles, including the Federal Real Property Profile (FRPP)