Aptive Resources · 13 hours ago
Help Desk Support Lead (Veteran Survey Operations)
United States
Full-time
Remote
Mid, Senior Level
4+ years expAptive Resources is seeking an experienced Help Desk Lead to support the Veterans Health Administration in administering a national Veteran survey. The role involves overseeing Help Desk personnel, ensuring consistent training, staffing coverage, and providing high-quality support to Veterans throughout the survey process.
Business Information SystemsConsultingManagement Consulting
Responsibilities
Coordinates daily and weekly Help Desk staffing schedules to ensure adequate coverage during operating hours (9:00 AM – 9:00 PM ET, Monday-Friday) and surge periods
Provides coverage for Help Desk staff, when needed, to cover unexpected gaps and to support call volume for timely support
Monitors call volume and operational demands, communicating staffing needs, risks, and opportunities for improvement with the Project Manager
Serves as a point of contact for Help Desk staff regarding scheduling, coverage, and operational questions
Works closely with the Project Manager to support initial and just-in-time Help Desk training, ensuring staff fully understand workflows, scripts, and protocols
Reinforces consistent application of VA-approved scripts, documentation standards, and distressed Veteran procedures
Identifies training gaps or quality issues and recommends refresher training or corrective actions to address concerns at first opportunity
Supports Help Desk staff in responding to distressed Veteran interactions and ensure proper application of the tiered distress protocol
Ensures appropriate escalation and notification for moderate and severe distress cases, including required written reports and notification timeframes
Escalates immediate Veteran safety concerns, operational risks, or issues impacting timelines to the Project Manager, without delay
Supports the Project Manager in communicating urgent issues to Government clients and stakeholders, including the VHA Project Manager and Contracting Officer’s Representative (COR), as appropriate
Monitors Help Desk performance for consistency, professionalism, and adherence to protocols
Reviews documentation in the Survey Management System (SMS) for completeness and accuracy
Collaborates with the Project Manager to prepare incident summaries, trend observations, and operational updates, upon request
Qualification
Required
High school diploma or equivalent required
Minimum of 4 years of experience in call center, help desk, customer support, or Veteran-facing service roles
Demonstrated experience coordinating staff schedules, supporting daily operations, or serving in a lead or supervisory capacity
Experience supporting or delivering staff training and coaching
Sound judgment and ability to identify and escalate risks or urgent issues appropriately
Ability to pass required background checks
Preferred
U.S. military Veterans strongly preferred due to familiarity with military culture, terminology, and shared experiences with Veteran callers
Leadership, peer support/advocacy, or supervisory experience preferred
Non-Veteran candidates may demonstrate experience or training supporting Veteran and/or military-affiliated populations
Company
Aptive Resources
Aptive Resources is a management consulting firm focused on human experience, digital services and business transformation.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Rachele Cooper
CEO/Founder
Recent News
2025-06-11
2025-03-22
Washington Technology
2025-03-04
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