Rose International · 1 day ago
Helpdesk Lead
Jefferson City, MO
Full-time
Onsite
Senior Level
$75/hr - $85/hr
5+ years expRose International is a government organization seeking a Helpdesk Lead. The Helpdesk Lead is responsible for establishing and managing a scalable, responsive helpdesk function to support approximately 47,800 users of the ConneXion system, ensuring timely issue resolution and effective user support.
Human ResourcesInformation TechnologyOutsourcingProject ManagementStaffing Agency
No H1B
Responsibilities
Design, implement, and manage a tiered helpdesk support model for DMH staff, providers, and individual users
Establish service level agreements (SLAs), escalation procedures, and issue tracking processes
Ensure helpdesk staff are trained on HCBS workflows, system functionality, and user roles
Monitor ticket trends to identify systemic issues, training gaps, or system enhancements
Coordinate with Operations, Training, and Technical Teams to resolve issues efficiently
Develop knowledge base articles, FAQs, and self-service resources
Provide regular reporting on helpdesk performance, user satisfaction, and issue resolution metrics
Qualification
Required
Experience leading helpdesk or customer support operations for large SaaS systems
Experience supporting diverse user groups with varying technical proficiency
Strong communication and problem-solving skills
Bachelor's Degree
Preferred
Familiarity with Medicaid, HCBS, or human services environments preferred
Company
Rose International
Rose International is provider of Workforce Solutions and Information Technology Solutions .
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Eric Token
Chief Revenue Officer (CRO)
Sue Bhatia
Founder and Chairwoman
Recent News
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