ProSphere (PST), a Planned Systems International (PSI) company, is seeking an accomplished Microsoft Entra ID Help Desk Lead to support the inter-agency B2B collaboration team within our Enterprise Messaging, Collaboration, Authentication, and Office 365 Services Support program for the Department of Veterans Affairs (VA). The Help Desk Manager will oversee a dedicated Help Desk Team responsible for managing VA’s enterprise Entra ID B2B tickets in the Microsoft 365 environment. This role requires proven experience assisting end users in resolving a broad range of technical issues.

The Department of Veterans Affairs (VA) Office of Information & Technology’s (OIT) Communication Collaboration Services (CCS) mission is to deliver high-quality, effective IT services to support veterans' healthcare by managing and maintaining enterprise systems, including Entra ID Business-to-Business (B2B), Microsoft 365 applications, Active Directory, cloud and on-premise systems, to ensure seamless and efficient point-of-care and healthcare operations.

The ideal candidate will demonstrate professionalism, meticulous attention to detail, and exemplary patience. Key responsibilities include providing remote administration and troubleshooting for end user challenges, as well as expertise in resolving Microsoft Entra ID B2B technical matters. The position also encompasses managing and mentoring Help Desk Team members, maintaining the ticket queue to meet established SLAs, developing comprehensive knowledge articles, and ensuring adherence to federal regulations, VA policies, and security standards. Effective collaboration with cross-functional teams to optimize help desk operations is essential.

This is a full-time remote position. Applicant must be a U.S. citizen or permanent resident and must be able to obtain a Public Trust. Veterans are encouraged to apply.

• Implement and manage Tier 1-3 help desk functions for B2B, Microsoft 365, and related applications, ensuring timely resolution of tickets and user support requests in alignment with SLA response times.
• Resolve IT issues in a high volume, fast paced environment.
• Use the VA’s Service Now system to receive, update, and close out tickets.
• Continually monitor queues to manage workload and provide end-user assistance throughout the entire lifecycle of a ticket.
• Creating & maintaining Standard Operating Procedures and Knowledge Articles for the Help Desk’s use.
• Analyze, report, and clearly present metrics on daily Help Desk ticket logs, and provide corrective action as required.
• Clearly articulate Help Desk accomplishments and upcoming activities to management.
• Serve as the Entra ID B2B Help Desk Manager by handling issues, training and mentoring resources.
• Scale support staffing as sites/programs are enabled
• Perform on Tickets based on portfolio tier:
  • Full B2B organization integration: approximately 40 Tickets per month per site or per program.
  • Partial B2B organizational or ‘Shared Team’ type of integration: approximately 20 Tickets per month per site or per program.
  • Individual contributor support: approximately 500 per month.
• Oversee and provide support for Tier 1 through Tier 3 support services, ensuring issue resolution and user satisfaction within 24 hours.
• This role will perform ticket resolution (usually the most difficult tickets).
• Incident support, and security event management to ensure security compliance and incident mitigation.
• Conduct research on special topics and recommend solutions to government clients.
• Work proactively and independently to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.
• Prepare and deliver the EMCAO program deliverables.
• Perform related duties as assigned by supervisor.

• 5 years of professinal experience
• Bachelor’s degree - 8 years of additional relevant experience may be substituted for education
• Create plans to ensure effective management, operations, and maintenance of systems and/or networks.
• Manages a team of Help Desk Engineers and is able to prioritize work and identify high risk critical problems and dedicate appropriate resources.
• Hs extensive knowledge of a wide variety of systems and networks to include high volume/high availability systems.
• Provided IT Help Desk support to multiple work sites.
• Performed basic administration of MS Entra ID or Active Directory.
• Utilized MS Office, VPN, MS SharePoint, and Teams in daily operations.
• Demonstrated customer service, communication, and organizational abilities.
• Diagnosed issues and delivered instructions to users with varying levels of technical knowledge.
• Applied troubleshooting and problem resolution skills for software-related issues.
• Worked independently with minimal supervision, delivering both technical and non-technical support to multiple users.
• Worked overtime as required.
• Remained at a workstation for extended periods as necessary.
• Supported Microsoft 365, Azure AD, SharePoint Online, Exchange Online, and related cloud and on-premises systems.
• Understood federal cybersecurity standards, VA security protocols, and security documentation.
• Maintained communication, documentation, and coordination skills.
• Familiar with Microsoft 365, Entra ID (Azure Active Directory), SharePoint, Teams, and enterprise software deployment workflows.
• Understood change management, configuration management, and cybersecurity protocols.
• Developed, implemented, and maintained Knowledge Articles and other Governance documentation.
• Identified and mitigated program risks.
• Communicated in written and verbal form with clarity and brevity for government clients; developed work products that met professional quality standards with minimal supervision.
• Organized workload, completed tasks on time, proactively sought assignments, and contributed suggestions for client delivery improvements.
• Applied analytical skills and attention to detail.

Required Technical/Business Tools Experience: 

• Service Now or other Help Desk Ticket Management Tool
• MS Office (Word, Excel, PowerPoint, Outlook, Teams)
• MS SharePoint
• MS Entra ID B2B

• Experience working as a federal contractor or employee.
• Experience with Microsoft Entra ID B2B
• Professional Certifications: Relevant certifications such as Microsoft Technology Associate, CompTIA Network+, CompTIA Security +, ITIL Foundation.

• Ability to effectively communicate in English, including talking and hearing.
• Ability to operate productively in a fully remote work environment, including the ability to take meetings and phone calls from a quiet and private space during business hours.
• Ability and willingness to actively participate in virtual meetings throughout most of the workday and be responsive to messages (MS Teams) and emails (MS Outlook) within reasonable timeframes set by the supervisor or client.
• Ability to be responsive and working during Central time zone standard business hours (8:00am to 4:00pm).
• Ability to satisfy security clearance and onboarding requirements:
  • Print, sign, scan, and return onboarding documentation.
  • Travel at personal expense to nearest government facility to get fingerprinted, apply for a PIV badge, pick-up the PIV badge, and pick-up government equipment.

PSI offers full-time, benefits eligible employees a competitive total compensation package that includes paid leave, and options for employer sponsored group medical, dental, vision, short-term and long-term disability, life insurance, AD&D coverage, legal services, identity theft, and accident insurance. Flexible spending account and health saving account options offer pre-tax savings for qualified medical, dental, and vision expenses. The company sponsored 401(k) retirement plan has an employer contribution match that is immediately vested. We invest in the professional growth of our employees through professional courses, certifications, and tuition reimbursement programs.

It is company policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits, and termination, are made without regard to race, color, religion, age, sex, sexual orientation, pregnancy, gender identity, genetic information, national origin, citizenship status, veteran status, protected veteran status, disability, or any other characteristic protected by applicable 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 HRDepartment@plan-sys.com, or by dialing 703-575-8400.