Description
The Senior Support Desk Lead manages front-line support operations for EDGAR 2.0 users and stakeholders, leading support desk analysts and overseeing ticket triage, escalation, resolution, knowledge management, SLA performance, and service quality. The role coordinates with operations, DevSecOps, engineering, training, communications, and client stakeholders; supports release readiness, hypercare, and post-release planning; coaches analysts; and uses AI-assisted support tools. It is a full-time hybrid position based in Reston, Virginia, with client locations in the Washington, D.C. area as required and three remote days per week.
