Microsoft Entra ID Help Desk Lead

Overview

ProSphere (PST), a Planned Systems International (PSI) company, is seeking an accomplished Microsoft Entra ID Help Desk Lead to support the inter-agency B2B collaboration team within our Enterprise Messaging, Collaboration, Authentication, and Office 365 Services Support program for the Department of Veterans Affairs (VA). The Help Desk Manager will oversee a dedicated Help Desk Team responsible for managing VA’s enterprise Entra ID B2B tickets in the Microsoft 365 environment. This role requires proven experience assisting end users in resolving a broad range of technical issues.

 

The Department of Veterans Affairs (VA) Office of Information & Technology’s (OIT) Communication Collaboration Services (CCS) mission is to deliver high-quality, effective IT services to support veterans' healthcare by managing and maintaining enterprise systems, including Entra ID Business-to-Business (B2B), Microsoft 365 applications, Active Directory, cloud and on-premise systems, to ensure seamless and efficient point-of-care and healthcare operations.

 

The ideal candidate will demonstrate professionalism, meticulous attention to detail, and exemplary patience. Key responsibilities include providing remote administration and troubleshooting for end user challenges, as well as expertise in resolving Microsoft Entra ID B2B technical matters. The position also encompasses managing and mentoring Help Desk Team members, maintaining the ticket queue to meet established SLAs, developing comprehensive knowledge articles, and ensuring adherence to federal regulations, VA policies, and security standards. Effective collaboration with cross-functional teams to optimize help desk operations is essential.

 

This is a full-time remote position. Applicant must be a U.S. citizen or permanent resident and must be able to obtain a Public Trust. Veterans are encouraged to apply.

Essential Functions and Job Responsibilities

• Implement and manage Tier 1-3 help desk functions for B2B, Microsoft 365, and related applications, ensuring timely resolution of tickets and user support requests in alignment with SLA response times.
• Resolve IT issues in a high volume, fast paced environment.
• Use the VA’s Service Now system to receive, update, and close out tickets.
• Continually monitor queues to manage workload and provide end-user assistance throughout the entire lifecycle of a ticket.
• Creating & maintaining Standard Operating Procedures and Knowledge Articles for the Help Desk’s use.
• Analyze, report, and clearly present metrics on daily Help Desk ticket logs, and provide corrective action as required.
• Clearly articulate Help Desk accomplishments and upcoming activities to management.
• Serve as the Entra ID B2B Help Desk Manager by handling issues, training and mentoring resources.
• Scale support staffing as sites/programs are enabled
• Perform on Tickets based on portfolio tier:
  • Full B2B organization integration: approximately 40 Tickets per month per site or per program.
  • Partial B2B organizational or ‘Shared Team’ type of integration: approximately 20 Tickets per month per site or per program.
  • Individual contributor support: approximately 500 per month.
• Oversee and provide support for Tier 1 through Tier 3 support services, ensuring issue resolution and user satisfaction within 24 hours.
• This role will perform ticket resolution (usually the most difficult tickets).
• Incident support, and security event management to ensure security compliance and incident mitigation.
• Conduct research on special topics and recommend solutions to government clients.
• Work proactively and independently to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.
• Prepare and deliver the EMCAO program deliverables.
• Perform related duties as assigned by supervisor.

Minimum Requirements

• 5 years of professinal experience
• Bachelor’s degree - 8 years of additional relevant experience may be substituted for education
• Create plans to ensure effective management, operations, and maintenance of systems and/or networks.
• Manages a team of Help Desk Engineers and is able to prioritize work and identify high risk critical problems and dedicate appropriate resources.
• Hs extensive knowledge of a wide variety of systems and networks to include high volume/high availability systems.
• Provided IT Help Desk support to multiple work sites.
• Performed basic administration of MS Entra ID or Active Directory.
• Utilized MS Office, VPN, MS SharePoint, and Teams in daily operations.
• Demonstrated customer service, communication, and organizational abilities.