Hiring: Help Desk Lead Company: SMS Data Products Group, Inc. Location: Albuquerque, NM Job Posted Time: 2026-09-11 10:18:53 Employment Type: Contract / Remote About the job Experience: •1 year managing and maintaining a help desk team. Required Skills: •Provides technical support, direction, supervision, and leadership to members of the help desk team. The help desk team is comprised of both a day shift and after-hours shift members. •Lead and oversee all aspects of maintaining these positions, and the individuals in these positions, including the duties of interviewing, scheduling, ensuring shift coverage, work assignment and prioritization, setting work center expectations, performance management, and disciplinary actions. •Provide competent and friendly customer support on every interaction. •Monitor and track all open tickets to ensure compliance with contractual requirements while providing updates to customers and leadership as required. •Address customer feedback surveys. Support special projects, VIPs, and other assignments as needed, respond to shift emergencies on a 24/7 basis. •Compile and communicate required metrics and notable tasks to leadership. •Attend regular meetings with external support teams. •Socialize, document, and coordinate notable information between external support teams and local leadership. Qualifications: •Applicant must possess refined critical thinking skills, should be a self-starter, and may direct the activities of other team members, diplomatic, multi-task capable, adaptive to a dynamic environment, dependable and reliable. •Minimum of three years of experience working in a help desk organization. •Minimum of 1 year managing and maintaining a help desk team. •This position may require occasional after-hours call-ins for emergency response. Employees in this role must provide a personal cell phone number for contact purposes. •Prior experience in a government consulting services environment is preferred. •ITIL Foundation v4 certification is preferred. •Project Management certification is preferred. Compensation: •Flexible work environment (work from home / hybrid options) Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!