Help Desk Lead

Unison’s products power the business of government to work smoother and smarter, making critical federal processes and acquisitions simpler and more effective. Trusted by over 200,000 federal employees and government contractors, our AI-infused software and deep domain expertise help contract shops, cost engineers, 1102s, program managers, and budgeting professionals cut through friction, keep compliance airtight, and sharpen decisions. Our federal focus brings efficiency, transparency, and clarity to complex data, regulations, and workflows, empowering agencies and executives to spend more minutes on mission and achieve strategic objectives. Unison is how federal business gets done. Unison is proud to be recognized as a 2026 Quantum Certified Workplace™ in Washington D.C., reflecting our continued focus on building a workplace where people feel supported and teams thrive. Position Summary Unison Software is seeking a Help Desk Lead to oversee day-to-day operations of the PRISM Help Desk and lead a cross-functional team of technical and functional experts supporting federal client programs. Help Desk Leads at Unison sit within our Delivery Services organization and are accountable for ticket resolution, service levels, and stakeholder communication across the program. The role coordinates subject matter experts across system configuration, interfaces, reporting, and testing, ensuring operational continuity and driving down recurring issues through documentation, process improvement, and user enablement. Unison consultants thrive on personal and direct contributions that help our clients achieve substantial benefits from our software products and service offerings. Scope of responsibility, team size, and program complexity scale with experience level and are defined in the specific job posting. Key Responsibilities Manage daily PRISM Help Desk operations, ensuring timely ticket resolution, workload balancing, and consistent service levels Supervise and coordinate subject matter experts across configuration, interfaces, reporting, and testing to maintain operational continuity Monitor ticket queues, escalation paths, and response metrics, and develop dashboards tracking backlog trends and recurring issues Oversee PRISM system configuration updates, ensuring changes are properly documented, tested, and implemented with minimal disruption Lead testing activities for upgrades, system fixes, patches, and enhancements, including test plan execution, defect tracking, and validation Facilitate regular status meetings with internal teams and client stakeholders to review open issues, priorities, and risks Identify recurring system or process issues and implement corrective actions to improve efficiency and reduce ticket volume Support user training and outreach efforts to improve system utilization and reduce avoidable support requests Maintain documentation for configurations, processes, known issues, and standard operating procedures Mentor and guide team members, fostering accountability, technical excellence, and a customer-focused mindset Qualifications Preferred Experience Professional experience overseeing help desk or service desk operations and leading cross-functional technical teams, with depth of experience commensurate with the level of the position Experience supporting PRISM or comparable federal ERP or procurement systems Experience coordinating structured testing efforts, including development of test plans, defect management, and validation cycles Experience managing multiple workstreams while maintaining schedule, quality, and stakeholder alignment Federal Acquisition Domain Knowledge System configuration management, interface and integration oversight, and reporting solutions in a federal acquisition environment Federal acquisition and procurement lifecycle, from requirements and market research through award, administration, and closeout Testing alongside federal user communities such as 1102 contract specialists, program office staff, and financial management personnel Handling of sensitive federal data within help desk and test environments Core Skills and Abilities Proficiency with project management and tracking tools (e.g., MS Project, Jira, or equivalent) Exceptional communication and stakeholder management skills, with the ability to translate technical concepts for executive and non-technical audiences Strong analytical and problem-solving skills with a focus on measurable outcomes and operational excellence Ability to manage multiple priorities in a collaborative, client-facing environment Ability to lead, coach, and hold a team accountable to consistent service standards Education Bachelor’s degree (BA or BS) in a related field, or equivalent professional experience Work Location and Travel Work location, on-site requirements, and travel expectations vary by program. In-Person Interview: Our hiring process requires an in-person meeting, typically the final interview. Travel and accommodations will be provided. Clearance: Applicants may need to be the subject of a security investigation and may need to meet eligibility requirements for access to classified information, to include U.S. Citizenship. Why Join Unison: Unison has pioneered the creation of innovative software for federal agencies, program offices, and government contractors worldwide. We believe that there is power in moving in unison. Our culture and values reflect this belief and are central to achieving our mission of powering the business of government. Rather than chasing short-lived tech trends, Unison delivers proven software that simplifies the complexities of federal business. Our technology combines innovative thinking with precise federal know-how, addressing critical details others overlook. Designed with purpose and engineered to endure, our software provides consistent performance, allowing federal agencies and contractors to stay focused on their missions. Unison provides equal employment opportunities to all employees and applicants for employment without regard to race, color, national origin, sex, gender identity, sexual orientation, religion, disability status, age, genetics, veteran status, or any other characteristic protected by federal, state, or local laws. Job Applicant Privacy Policy If you need reasonable accommodation for any part of the employment process, please contact us at View email address on click.appcast.io and let us know the nature of your request. Massachusetts Applicants: IT IS UNLAWFUL IN MASSACHUSETTS TO REQUIRE OR ADMINISTER A LIE DETECTOR TEST AS A CONDITION OF EMPLOYMENT OR CONTINUED EMPLOYMENT. AN EMPLOYER WHO VIOLATES THIS LAW SHALL BE SUBJECT TO CRIMINAL PENALTIES AND CIVIL LIABILITIES. Maryland Applicants: UNDER MARYLAND LAW, AN EMPLOYER MAY NOT REQUIRE OR DEMAND, AS A CONDITION OF EMPLOYMENT, PROSPECTIVE EMPLOYMENT, OR CONTINUED EMPLOYMENT, THAT AN INDIVIDUAL SUBMIT TO OR TAKE A POLYGRAPH EXAMINATION OR SIMILAR TEST. AN EMPLOYER WHO VIOLATES THIS LAW IS GUILTY OF A MISDEMEANOR AND SUBJECT TO A FINE NOT EXCEEDING $100. Compensation $90K – $110K #J-18808-Ljbffr Unison