Kforce has a client in Washington, DC that is seeking a Help Desk Lead. Responsibilities: * Supervise helpdesk employees to include performance management, workflow management, training, and focus on excellent provision of customer service; assist the team in ticket resolution when needed * The Help Desk Lead will use an automated Web Help Desk ticketing system to manage, analyze, and report incidents and ticket metrics * Define workflows and develop/update SOPs, develop Service Level Agreements escalation policies and procedures, and suggest process improvements * Ensure adherence to quality standards throughout the entire scope of work; Lead team in provision of innovative incident management, prevention, resolution, and reporting with special focus on high priority or high-risk incidents * The Help Desk Lead will ensure accurate and timely completion and delivery of reports, including the Monthly Status Report (MSR) specifically monitoring the Quality Assurance, Progress/Status Reporting, Program Reviews all requests for information and statistics from the COR or other COR designated government representative * Serve as internal and external escalation point; Provide guidance to OIT leadership to address evolving mission requirements