Artemis ARC

Help Desk Support Lead – Veteran Survey Operations

Artemis ARC

contract

Posted on:

Location Type: Remote

Location: Virginia • United States

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Job Level

Senior

About the role

  • Coordinates daily and weekly Help Desk staffing schedules to ensure adequate coverage during operating hours and surge periods
  • Provides coverage for Help Desk staff, when needed, to cover unexpected gaps and to support call volume for timely support
  • Monitors call volume and operational demands, communicating staffing needs, risks, and opportunities for improvement with the Project Manager
  • Works closely with the Project Manager to support initial and just-in-time Help Desk training, ensuring staff fully understand workflows, scripts, and protocols
  • Supports Help Desk staff in responding to distressed Veteran interactions and ensures proper application of the tiered distress protocol
  • Monitors Help Desk performance for consistency, professionalism, and adherence to protocols.

Requirements

  • High school diploma or equivalent required
  • Minimum of 4 years of experience in call center, help desk, customer support, or Veteran-facing service roles
  • Demonstrated experience coordinating staff schedules, supporting daily operations, or serving in a lead or supervisory capacity
  • Experience supporting or delivering staff training and coaching
  • Sound judgment and ability to identify and escalate risks or urgent issues appropriately
  • Ability to pass required background checks.
Benefits
  • Health insurance
  • Paid time off
  • Professional development
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
staff coordinationleadershipcommunicationproblem-solvingjudgmenttrainingcoachingprofessionalismrisk identificationescalation
Certifications
high school diploma or equivalent