Help Desk Lead
Silver Spring, MD
Full Time
Mid Level
Overview
DRT Strategies delivers expert management consulting and information technology (IT) solutions to large federal agencies, the U.S. Navy, state and local government and commercial clients in health care, technology, and financial services industries.
The three letters of our name, DRT, stand for Driving Resolution Together, which is the core philosophy on which the company was founded. That is, we collaborate with our clients to solve their most pressing challenges - together.
We are problem solvers dedicated to your success, combining Fortune 500 experience with small business responsiveness. We have established a reputation with our clients as a forward-thinking consulting firm with demonstrated success in implementing solutions that lead to meaningful results. Our world-class consultants unite people to work collaboratively to achieve project goals and make vision a reality.
Project Description:
The Food and Drug Administration’s is seeking contractor support to help manage and improve systems used for electronic. The overall goal is to keep these systems reliable and up to date as regulatory requirements and technology evolve. The contractor will provide expertise in regulations and technical issues, support testing and implementation of new standards (like updates to electronic submission formats), deliver ongoing help desk and training services, and assist with daily operations. The work will also involve managing user questions, supporting data quality, and helping with process improvements so that the FDA can efficiently review submissions and maintain business continuity. This support will help the FDA meet its obligations under recent legislation and ensure that its electronic submission platforms remain effective and secure.
Job Summary:
The Help Desk Lead oversees multi-queue electronic submission support operations, ensuring timely and high-quality responses, adherence to SLAs and performance metrics, and effective cross-desk coordination for FDA/CDER. This role manages the SOP and FAQ repository, handles complex escalations, and maintains technical guidance and training materials. The Lead applies advanced analytic methodologies to optimize processes, resolve complex issues, and define strategic direction, while providing leadership, vision, and mentorship to junior staff in the consistent application of technical and analytic best practices.
Responsibilities:
DRT offers full-time benefit eligible employees a competitive total compensation package. Employees may begin participating in employer sponsored group medical, dental, and vision coverage on their first day of employment. DRT also has a 401(K)-retirement plan, company paid short-term and long-term disability, life insurance, AD&D coverage, and an employee assistant program (EAP). Employees may also elect critical illness coverage, accident coverage, flexible spending accounts, and health saving account options. The DRT leave programs include Paid Time Off (PTO) each calendar year, paid holidays annually, paid parental leave, and unpaid job protected leave administered in accordance with the Family Medical Leave Act (FMLA).
EEO Commitment
DRT Strategies, Inc. (DRT) celebrates diversity and is proud to provide Equal Employment Opportunities (EEO) to all employees and qualified applicants for employment without regard to race, color, creed, religion, national origin, gender, sexual orientation, age, gender identity, genetic information, disability, protected veteran status, or any other protected characteristic under federal, state, or local laws.
Reasonable accommodation for applicants and employees with disabilities will be provided. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources by emailing [email protected], or by dialing 571-482-2517.
DRT Strategies delivers expert management consulting and information technology (IT) solutions to large federal agencies, the U.S. Navy, state and local government and commercial clients in health care, technology, and financial services industries.
The three letters of our name, DRT, stand for Driving Resolution Together, which is the core philosophy on which the company was founded. That is, we collaborate with our clients to solve their most pressing challenges - together.
We are problem solvers dedicated to your success, combining Fortune 500 experience with small business responsiveness. We have established a reputation with our clients as a forward-thinking consulting firm with demonstrated success in implementing solutions that lead to meaningful results. Our world-class consultants unite people to work collaboratively to achieve project goals and make vision a reality.
Project Description:
The Food and Drug Administration’s is seeking contractor support to help manage and improve systems used for electronic. The overall goal is to keep these systems reliable and up to date as regulatory requirements and technology evolve. The contractor will provide expertise in regulations and technical issues, support testing and implementation of new standards (like updates to electronic submission formats), deliver ongoing help desk and training services, and assist with daily operations. The work will also involve managing user questions, supporting data quality, and helping with process improvements so that the FDA can efficiently review submissions and maintain business continuity. This support will help the FDA meet its obligations under recent legislation and ensure that its electronic submission platforms remain effective and secure.
Job Summary:
The Help Desk Lead oversees multi-queue electronic submission support operations, ensuring timely and high-quality responses, adherence to SLAs and performance metrics, and effective cross-desk coordination for FDA/CDER. This role manages the SOP and FAQ repository, handles complex escalations, and maintains technical guidance and training materials. The Lead applies advanced analytic methodologies to optimize processes, resolve complex issues, and define strategic direction, while providing leadership, vision, and mentorship to junior staff in the consistent application of technical and analytic best practices.
Responsibilities:
- Oversee daily operations of multi-queue electronic submission help desks, ensuring timely, accurate responses and compliance with SLAs.
- Manage ticket triage, escalation, and resolution for Tier 1 and Tier 2 support across multiple mailboxes.
- Maintain and update SOPs and FAQs, ensuring a consistent knowledge base and accurate technical guidance.
- Handle complex technical escalations and coordinate with FDA business units, subject matter experts, and stakeholders for issue resolution.
- Monitor and report on Help Desk performance metrics, quality assurance, and progress, delivering required reports to FDA management.
- Provide leadership, mentorship, and training to help desk staff; develop and maintain training materials and user support documentation.
- Identify process improvement opportunities, apply analytic methodologies, and recommend enhancements to optimize help desk operations and submission processes.
- Ensure compliance with FDA security, privacy, and quality standards in all help desk activities and documentation.
- Demonstrated experience providing Tier 1 and Tier 2 help desk support for complex, multi-queue environments, including triage, escalation, and resolution of technical and administrative issues.
- At least ten (10) years of experience supporting FDA electronic submission data standards and processes, including knowledge of FDA data standards and data exchange formats (CDISC, SEND, HL7).
- Proven ability to develop, update, and deliver training programs and materials for diverse stakeholder groups, including both internal FDA reviewers and external industry sponsors.
- Experience managing and updating SOPs, FAQs, and knowledge bases to ensure consistent and accurate technical guidance.
- Strong skills in performance monitoring, reporting, and quality assurance for help desk operations, including meeting or exceeding SLAs.
- Proficiency with Microsoft Office Suite (Excel, SharePoint, Outlook) and ability to quickly learn specialized FDA tools
- Demonstrated leadership and mentoring abilities for help desk staff, including onboarding, training, and performance management.
- Prior experience leading Help Desk operations for FDA or other federal regulatory agencies with similar scope and complexity.
- Experience supporting large-scale electronic submission programs and managing high-volume email/mailbox operations.
- Familiarity with Agile project management methodologies and iterative process improvement in a regulated environment.
- Experience with process improvement initiatives to optimize help desk workflows and enhance customer satisfaction.
- PMI PMP certification or equivalent project management credentials.
- Experience with FDA modernization projects
- Demonstrated ability to coordinate across multiple business units and with external vendors/partners for issue resolution and system integration.
- Strong written and verbal communication skills for preparing reports, documentation, and delivering presentations to stakeholders.
- BS/BA degree
- ITIL Foundations Certification preferred
- Project Management Professional (PMP) or Certified Associate in Project Management (CAPM) preferred
- $85-105K
- Salary commensurate with experience.
DRT offers full-time benefit eligible employees a competitive total compensation package. Employees may begin participating in employer sponsored group medical, dental, and vision coverage on their first day of employment. DRT also has a 401(K)-retirement plan, company paid short-term and long-term disability, life insurance, AD&D coverage, and an employee assistant program (EAP). Employees may also elect critical illness coverage, accident coverage, flexible spending accounts, and health saving account options. The DRT leave programs include Paid Time Off (PTO) each calendar year, paid holidays annually, paid parental leave, and unpaid job protected leave administered in accordance with the Family Medical Leave Act (FMLA).
EEO Commitment
DRT Strategies, Inc. (DRT) celebrates diversity and is proud to provide Equal Employment Opportunities (EEO) to all employees and qualified applicants for employment without regard to race, color, creed, religion, national origin, gender, sexual orientation, age, gender identity, genetic information, disability, protected veteran status, or any other protected characteristic under federal, state, or local laws.
Reasonable accommodation for applicants and employees with disabilities will be provided. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources by emailing [email protected], or by dialing 571-482-2517.
DRT Strategies, Inc. (DRT) follows the guidelines outlined by the Equal Employment Opportunity Commission (EEOC) to provide all employees and qualified applicants employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related conditions, transgender status, and sexual orientation), national origin, age, genetic information, disability, protected veteran status, or any other protected characteristic under federal, state, or local law.
Reasonable accommodations for applicants and employees with disabilities will be provided. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources by emailing HR@drtstrategies.com, or by dialing 571-482-2517.
For additional information, please review the Know Your Rights: Workplace Discrimination is Illegal, E-Verify (English), E-Verify (Spanish). Right to Work (English), Right to Work (Spanish).
Please be aware of recruitment fraud where malicious individuals might pose as DRT Strategies. Only job postings and emails from drtstrategies.com are authentic and legitimate communications regarding DRT Strategies employment opportunities. Please contact Human Resources at hr@drtstrategies.com if you believe you have received a fraudulent email.
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