Job Requirements
Lenexa, KS
Clearance Unspecified Polygraph not specified
Mid Level Career (5+ yrs experience)
Salary not specified
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Job Description
The Opportunity
IntePros Federal is seeking a Help Desk Lead for a contingent contract award supporting multi‑regional IT operations. This senior technical role provides leadership and hands‑on support for service desk operations across multiple sites, ensuring that IT support services and ITIL‑aligned processes are executed effectively and consistently. The Lead serves as the primary on‑site liaison for daily IT support activities, coverage coordination, and customer service excellence.
Clearance:
Required: Must be able to obtain Public Trust Clearance
Preferred: Public Trust Clearance
Location:
Lenexa, KS - onsite
Education:
Bachelor's degree
Key Responsibilities
Provide Tier 1-2 technical support and incident resolution for end users across regional facilities.
Supervise daily coverage at the Regional Office and Science and Technology Center, ensuring in‑person support presence during operating hours.
Create and maintain coverage schedules for technicians across both sites to ensure continuous service availability.
Log, track, and resolve tickets in the IT Service Management system (ITSM) in accordance with established SLA and reporting requirements.
Contribute to the knowledge base by documenting resolutions and suggesting updates to existing procedures.
Support weekly reporting on ticket metrics, problem management, and trend analysis as outlined in the Performance Work Statement (PWS).
Participate in change management activities and provide input to the Change Advisory Board when appropriate.
Ensure compliance with federal IT security requirements and proper handling of sensitive information in accordance with privacy and data protection policies.
Maintain high‑quality service delivery consistent with ISO 20000, ITIL, and PMBOK best practices.
Collaborate with regional and enterprise IT teams to support shared services integration and joint problem resolution.
Minimum Requirements
At least six (6) years of experience at a Tier 1-2 help desk.
At least two (2) years of project management experience in IT Service Desk support/services.
Experience managing teams of IT professionals supporting a large area of operation.
Experience interfacing with customers and senior leadership.
Experience and familiarity with Federal IT security requirements.
Bachelor's degree from an accredited college or university.
Preferred Qualifications
ITIL v3 or v4 Foundation Certification.
CompTIA A+ or Network+ Certification.
Experience with ServiceNow or similar ITSM platforms.
Strong written and verbal communication skills for reporting and customer interaction.
Ability to obtain and maintain a Public Trust clearance.
Who We Are: IntePros Federal is a Service-Disabled, Veteran Owned, Small Business (SDVOSB) headquartered in Washington DC, providing IT solutions, systems, and software services to multiple federal government agencies. We specialize in IT solutions, application development, program management, systems integration, and cybersecurity services. Our core values are the keys to success by empowering people to do the right thing for our colleagues, customers, and community. Join Us!!
EEO (Equal Employment Opportunity) Commitment:
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.
Equal Opportunity Employer/Veterans/Disabled
IntePros Federal is seeking a Help Desk Lead for a contingent contract award supporting multi‑regional IT operations. This senior technical role provides leadership and hands‑on support for service desk operations across multiple sites, ensuring that IT support services and ITIL‑aligned processes are executed effectively and consistently. The Lead serves as the primary on‑site liaison for daily IT support activities, coverage coordination, and customer service excellence.
Clearance:
Required: Must be able to obtain Public Trust Clearance
Preferred: Public Trust Clearance
Location:
Lenexa, KS - onsite
Education:
Bachelor's degree
Key Responsibilities
Provide Tier 1-2 technical support and incident resolution for end users across regional facilities.
Supervise daily coverage at the Regional Office and Science and Technology Center, ensuring in‑person support presence during operating hours.
Create and maintain coverage schedules for technicians across both sites to ensure continuous service availability.
Log, track, and resolve tickets in the IT Service Management system (ITSM) in accordance with established SLA and reporting requirements.
Contribute to the knowledge base by documenting resolutions and suggesting updates to existing procedures.
Support weekly reporting on ticket metrics, problem management, and trend analysis as outlined in the Performance Work Statement (PWS).
Participate in change management activities and provide input to the Change Advisory Board when appropriate.
Ensure compliance with federal IT security requirements and proper handling of sensitive information in accordance with privacy and data protection policies.
Maintain high‑quality service delivery consistent with ISO 20000, ITIL, and PMBOK best practices.
Collaborate with regional and enterprise IT teams to support shared services integration and joint problem resolution.
Minimum Requirements
At least six (6) years of experience at a Tier 1-2 help desk.
At least two (2) years of project management experience in IT Service Desk support/services.
Experience managing teams of IT professionals supporting a large area of operation.
Experience interfacing with customers and senior leadership.
Experience and familiarity with Federal IT security requirements.
Bachelor's degree from an accredited college or university.
Preferred Qualifications
ITIL v3 or v4 Foundation Certification.
CompTIA A+ or Network+ Certification.
Experience with ServiceNow or similar ITSM platforms.
Strong written and verbal communication skills for reporting and customer interaction.
Ability to obtain and maintain a Public Trust clearance.
Who We Are: IntePros Federal is a Service-Disabled, Veteran Owned, Small Business (SDVOSB) headquartered in Washington DC, providing IT solutions, systems, and software services to multiple federal government agencies. We specialize in IT solutions, application development, program management, systems integration, and cybersecurity services. Our core values are the keys to success by empowering people to do the right thing for our colleagues, customers, and community. Join Us!!
EEO (Equal Employment Opportunity) Commitment:
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.
Equal Opportunity Employer/Veterans/Disabled
group id: 10124198