Customer Support Consultant - Lead (U.S. Remote - Occasional Office Visits Required)

Overview

About Unison:

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.

 

Role Overview: 

Unison Software Solutions, a leading provider for procurement solutions to the federal marketplace, is seeking a Consultant.  Unison consultants work directly with clients to understand key elements of client business processes and then work to implement and operate Unison software products and service offerings by performing key tasks.  Consultants thrive on their personal and direct contributions that help our clients achieve substantial benefits from our suite of software products. 

Responsibilities

• Manage daily PRISM Help Desk operations, ensuring timely ticket resolution, workload balancing, and consistent service levels.
• Supervise and coordinate SMEs across configuration, interfaces, reporting, and testing to ensure operational continuity and issue resolution.
• Monitor ticket queues, escalation paths, and response metrics to maintain performance standards and identify service gaps.
• Oversee PRISM system configuration updates, ensuring changes are properly documented, tested, and implemented with minimal disruption.
• Coordinate interface and reporting support activities, ensuring technical solutions meet documented business requirements.
• Lead testing activities for upgrades, system fixes, patches, and enhancements, including test plan execution, defect tracking, and validation.
• Develop and maintain operational dashboards tracking help desk metrics, backlog trends, recurring issues, and system performance.
• 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.
• Ensure documentation is maintained for configurations, processes, known issues, and standard operating procedures.
• Mentor and guide team members, fostering accountability, technical excellence, and a customer-focused mindset.

Qualifications

• Bachelor’s degree required.
• 5+ years overseeing help desk operations and leading cross-functional technical teams.
• Experience supporting PRISM or comparable federal ERP/procurement systems strongly preferred.
• Strong understanding of system configuration management, interface/integration oversight, and reporting solutions.
• Experience coordinating structured testing efforts, including development of test plans, defect management, and validation cycles.
• Proven ability to manage multiple workstreams while maintaining schedule, quality, and stakeholder alignment.
• 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.

 

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.

 

Compensation:Base Salary: $125,000 - $140,000Final compensation will depend on factors such as geographic location, experience, and qualifications.

 

In-Person Interview:Our hiring process requires one in-person meeting, typically the final interview. Travel and accommodations will be provided.

 

Remote Work:Though predominantly remote, infrequent office visits will be required annually. All travel costs for these visits will be covered by Unison.

 

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 movi