Lead Help Desk Analyst

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.

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.

Key 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.
• 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.
• 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, and 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:

1. This position does not have formal supervisory responsibilities but provides day-to-day functional leadership, guidance, and support to Help Desk Analysts.