Hive Group LLC

Grants IT Help Desk Lead

Silver Spring, MD
Full Time
Manager/Supervisor
This position is part of a bid process associated with a Statement of Work. Candidates are encouraged to submit their information and resumes highlighting their relevant experience.

Hive Group is seeking an IT Help Desk & System Services Lead to serve as the technical and operational lead for Tier 2 help desk support and system administration services supporting our customer’s acquisition and grants office (AGO). This role is responsible for ensuring reliable performance and user support for core acquisition systems, including PRISM, FPDS-NG, and other agency-specific tools. The ideal candidate will combine deep knowledge of federal acquisition systems with hands on experience in help desk operations, user training, system troubleshooting, and reporting. This position plays a critical role in enhancing user experience, system reliability, and operational efficiency across geographically distributed acquisition workforce.

Key Responsibilities:
  • Serve as the Tier 2 technical lead for help desk operations related to acquisition systems, including PRISM, FPDS-NG, SAM.gov, and other integrated platforms.
  • Manage and resolve escalated support tickets from Tier 1 (CIO Help Desk); document issues and resolution paths for knowledge sharing.
  • Interface with IT, DOC CIO, and third party vendors to coordinate and resolve complex or unknown system issues.
  • Maintain deep functional knowledge of assigned systems; serve as a subject matter expert (SME) for users and AGO management.
  • Oversee the creation and distribution of recurring reports (daily, weekly, monthly) related to system performance, user activity, and quality control.
  • Design and develop ad hoc reports and system queries based on management or user needs.
  • Draft and maintain system documentation, including SOPs, troubleshooting guides, and administrative procedures.
  • Lead or participate in system testing, upgrades, patch management, and release validation efforts.
  • Collaborate with other system administrators on setting configurations, user permissions, and optimization of system use.
  • Monitor system availability (24/7) and assist with disaster recovery and backup activities as needed.
  • Develop and update "how-to" guides and training materials to assist users with accessing, navigating, and using AGO systems effectively.
  • Track help desk performance metrics and implement continuous improvement initiatives to reduce downtime and enhance user satisfaction.
Required Qualifications:
  • Bachelor’s degree in Information Systems, Computer Science, or a related technical field (or equivalent work experience).
  • Minimum of 8 years of IT support experience, with at least 3 years leading help desk or system administration functions.
  • Experience providing Tier 2 or higher technical support for federal acquisition systems such as PRISM, FPDS-NG, SAM.gov, or other e-procurement tools.
  • Demonstrated experience in troubleshooting complex technical issues and interfacing with IT vendors or developers.
  • Strong understanding of help desk workflows, service ticket management, and user support best practices.
  • Experience preparing technical documentation, reports, and user guidance materials.
  • Familiarity with IT security protocols for federal systems, including remote access policies.
  • Ability to work effectively in a distributed, multi-agency environment with varied stakeholders.
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