AceInfo Solutions, Inc.

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Helpdesk Lead

Helpdesk Lead

Job Location 
Regular Full-Time
Position Duration 

More information about this job


Ace Info Solutions, Inc. (AceInfo) is a leading Federal contractor with a focused vision: empower our clients, challenge our employees, and grow our business. Founded in December 2000, we are deeply committed to ensuring quality and customer satisfaction. We have a mature corporate infrastructure, strong management, and quality practices. AceInfo is a trusted IT partner to the Federal Government, and we help various agencies transform and strengthen their processes, operations, infrastructures, and security practices to help them further their critical missions.

For over 15 years, we have successfully managed large and significant Federal programs. We have proven experience prioritizing client satisfaction, project quality, and providing innovative, cost-effective solutions to Federal clients.

AceInfo is prime on 95% of our contracts, is headquartered in Reston VA, and has geographically dispersed office locations throughout the country, to include: Kearneysville, WV; Chesapeake, VA; Fort Collins, CO; Boulder, CO; Quantico, VA; Kansas City, MO; Bowie, MD; multiple Washington, DC Metropolitan locations, and project presence in 23 states in all time zones. We offer excellent benefits and salary packages including free medical/dental/life insurance premiums for staff members. We offer relocation assistance for internal employees and external candidates, within 50 miles (minimum) of work location. We do not offer assistance for relocation and housing for internship positions.




AceInfo is looking for an enthusiastic and energetic Help Desk Lead to provide Help Desk support services for our Federal client in Washington, DC





  • Help Desk Lead will be the Primary POC for customer onsite.
  • Supervises operation of the help desk team and serves as focal point for customer concerns.
  • Organize, direct and manage contract operation support functions, involving multiple, complex and inter-related project tasks.
  • Maintain and manage the client interface at the senior level of the client organization.
  • Meet with customer and contractor personnel to formulate and review task plans and deliverable items. 
  • Identification, isolation and resolution of issues that include VPN, Application, Telecommunication, VTC, hardware, and networking support
  • Lead the team on large project or significant segment of large complex projects.
  • Analyze new and complex project related problems and create innovative solutions involving finance, scheduling, technology, methodology, tools, and solution components. Provide application systems analysis and programming activities for the organization.  Prepare long and short-range plans for production activities and for necessary support resources.  Oversee all aspects of the project.
  • Assist technicians in trouble shooting problems that arise in the organization and ensures any problems that cannot be resolved are escalated to the appropriate department.
  • Responsible for the timely and accurate reporting of activities to the organization as specified in the contract.
  • Oversee the day to day operations of the helpdesk staff and ensure tickets are closed or reassigned in a timely and appropriate manner.
  • Document areas for Process Improvements in a timely fashion and provide feedback to be incorporated into provided SOPs.
  • Participate in the Weekly Project Team Meeting and provide a summary of the Weekly Status Report regarding the support of this task. Prepare supporting documentation for the Weekly Project Team Meeting (e.g., action issue updates, project plan/status updates) to support the presentation of the summary. 
  • Conduct annual performance evaluations of the team staff personnel.
  • Collaborate with the Program Manager on the issues / risks / accomplishments of the help desk team and customer.
  • Establish and maintain a comprehensive knowledge-database of known problems and their resolutions.
  • Provide technically qualified and certified help desk personnel to perform all the duties set forth in the performance work statement.
  • Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
  • Responds to and diagnoses problems through discussion with users.
  • Provides support to end users on a variety of issues.
  • Identifies, researches, and resolves technical problems.
  • Responds to telephone calls, email and personnel requests for technical support.
  • Documents, tracks, and monitors the problem to ensure a timely resolution.
  • Provides second-tier support to end users for either PC or hardware.
  • Simulates or recreates user problems to resolve operating difficulties.
  • Recommends systems modifications to reduce user problems.




  • At least 10 years of experience in a Help Desk role and 5+ years as Helpdesk Lead.
  • The skills required for this position include exceptional customer service, conflict resolution, and Tier three IT knowledge. 
  • IT support skills needed include remote troubleshooting, understanding of VPN services, printing services, basic LAN, Office and Exchange (Outlook) support and to assist customers with IT functions and needs
  • Possess a high level of independent decision-making ability
  • Excellent communications skills and a high level of professionalism are required
  • Any of the following certifications would be helpful: ITIL foundations, A+, Network+, Security +, CCNA




Additional Requirement:

U.S. Citizen is required for the position. Candidate have a secret clearance and must successfully pass a Federal Background Investigation. 



Ace Info Solutions is an Equal Opportunity Employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, genetics, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.