- Lead support for CMS’s enterprise AI services, keeping high-profile users productive and happy
- Own the support queue, set the standard for response and quality, and keep the team’s rhythm tight
- Provide white-glove support to CMS stakeholders, up to the Administrator’s office, with polish and discretion
- Mentor support staff, build playbooks, and raise everyone’s game
- Channel feedback from leadership back to the product, AI, and engineering teams
- Maintain SOPs and knowledge base articles
- Support UAT and post-deployment smoke testing
Requirements
- A bachelor’s degree and 5+ years in IT support, with team-lead or supervisory experience
- Exceptional communication and people skills, with the polish to support senior executives
- A calm, unflappable demeanor in high-stress, high-visibility situations
- The ability to research and resolve technically complex issues
- The ability to obtain and maintain a Public Trust security clearance
- Offers of employment contingent upon acceptable results of a background investigation
- Experience supporting AI/ML, chatbot, or LLM-based tools (preferred)
- Experience providing executive or VIP-level support (preferred)
- Previous experience supporting CMS or another federal agency (preferred)
Core Competencies
Demonstrates expertise in IT support with a focus on providing high-level, polished assistance to senior executives. Capable of mentoring teams, maintaining operational standards, and supporting AI/ML tools while ensuring effective communication and problem resolution.
Highest-signal resume keywords
- IT Support Experience
- Team Leadership
- Executive Support
- AI/ML Tool Support
- Public Trust Security Clearance
Hard Skills
- Technical Issue Resolution
- SOP Maintenance
- UAT Support
- Smoke Testing
Soft Skills
- Exceptional Communication
- People Skills
- Calm Under Pressure
- Mentoring
Industry Keywords
- CMS
- Federal Agency Support
- High-Visibility Situations
Tools & Technologies
- AI Services
- Chatbot Tools
- LLM-Based Tools
#J-18808-Ljbffr
Help Desk Support Lead Arbeitgeber: Jobtailor
Als Front Office Supervisor in unserem dynamischen Team bieten wir Ihnen die Möglichkeit, in einem unterstützenden und freundlichen Arbeitsumfeld zu wachsen. Wir legen großen Wert auf die berufliche Entwicklung unserer Mitarbeiter und bieten regelmäßige Schulungen sowie die Chance, Verantwortung zu übernehmen. Unsere Lage ermöglicht es Ihnen, Teil einer lebendigen Gemeinschaft zu sein, während Sie gleichzeitig die Standards unseres Franchise-Partners einhalten und unseren Gästen einen unvergesslichen Aufenthalt bieten.
