Help Desk Lead

Kearney & Company is seeking a Financial Systems Help Desk Lead to oversee the delivery of customer support services for enterprise financial systems and related applications. This role is responsible for managing help desk staff, ensuring timely and accurate resolution of user issues, and maintaining strict adherence to financial controls, security standards, and regulatory requirements. This position serves as a key liaison between finance, IT, and system stakeholders, ensuring reliable system access, high-quality customer support, and continuous improvement of financial systems support operations. Responsibilities include but not limited to:

• Oversee daily help desk support operations for financial systems (e.g., ERP, accounting, budgeting).
• Ensure timely response and resolution of user issues in accordance with service level agreements.
• Lead, supervise, and develop a team of financial systems help desk analysts.
• Establish performance expectations, provide coaching, and conduct evaluations.
• Manage staffing, scheduling, and workload distribution.
• Ensure support activities comply with internal controls, regulatory requirements, and audit standards.
• Monitor ticket quality, response times, documentation accuracy, and adherence to procedures.
• Identify risks related to system access, data integrity, and support processes.
• Track and analyze support metrics, trends, and recurring issues.
• Develop and maintain policies, procedures, and knowledge base documentation.
• Prepare reports and provide regular updates to leadership.
• Promote best practices to improve customer service, workflows, automation, documentation, and help desk operations.
• Partner with functional teams, system integrators, and audit teams to support access reviews and compliance audits.
• Communicate system issues, outages, and resolutions clearly and professionally.
• Promote a collaborative culture of accuracy, accountability, and customer service.

• Bachelor's degree
• Minimum 4 years of relevant experience in help desk support, customer service, financial systems support, or a related field
• Demonstrated experience leading, mentoring, and supervising large teams
• Strong organizational and multitasking skills
• Proficiency in Microsoft Office Suite and other relevant software
• Strong communication, organizational, and problem-solving skills
• Ability to obtain a U.S. secret level security clearance (requires US Citizenship)

Preferred Qualifications

• Master's degree
• Experience supervising a team in an enterprise IT environment and familiar with IT service management frameworks (e.g., ITIL)
• Experience working with ticketing systems and service management tools
• Exposure to DoD financial management systems
• Understanding of basic financial or accounting processes
• Experience working within the Department of Defense or other federal agencies
• Experience supporting multiple enterprise systems or SaaS platforms
• IT certifications such as ITIL, PMP, or ERP-specific certifications

Exclusively focused on the Government, Kearney & Company provides financial services, including auditing, consulting, and technology services. Our commitment to our employees and clients as well as to dedication and trust, critical values to our Firm, have led to Kearney's recognition as one of the leading accounting firms in the country. Based on our employees' feedback, we are also consistently rated a Best Place to Work. Employment at Kearney means a flexible, collaborative, and open-minded work environment. We hope it is your "first easy decision." Learn more at www.kearneyco.com/careers.

The expected salary range for this position is between $80,000 and $140,000. This range is representative of base pay only and does not include straight time pay for hours worked over 40 per week, company contributions towards paid benefits, and/or bonuses. Actual compensation (meeting or exceeding the range) will be determined based on specific experience, education, work location, clearance level, and other factors permitted by law. This position is eligible for bonuses (when applicable).

We also offer a competitive benefits package that includes:

• Medical, Dental, Vision, Life, AD&D, and Disability Insurance
• 401(k) Retirement Plan and 529 Education Savings Plan
• Flexible Spending & Health Savings Account
• Accident, Critical Illness, Hospital Indemnity Insurances
• Legal Insurance and Pet Insurance
• Employee Assistance Program, fitness and wellness benefits, and other firm benefits.
• Paid holidays, vacation, and sick time

Applicants have rights under Federal Employment Laws

Work location is subject to change based on client requirements.
Kearney & Company is an Equal Opportunity Employer and will consider all qualified applicants without regard to race, color, national origin, ethnicity, ancestry, genetic information, religion, sex, gender, gender identity, sexual orientation, marital status, pregnancy, childbirth, any medical condition related to pregnancy or childbirth, age, disability, protected veteran status, relationship or association to a protected veteran, or any other characteristic protected by local, state or federal laws, rules or regulation. Click here for more information on Kearney's EEO Policy.

If you would like to request a reasonable accommodation, regarding accessibility of our website, a modification or adjustment of the job application or interview process due to a disability, please call 703-236-2391 or email accommodations@kearneyco.com. Please be advised that this contact information is for accommodation requests only and cannot be used to inquire about the status of an application.

Family and Medical Leave Act (FMLA)

FMLA is designed to help employees balance their work and family responsibilities by allowing them to take reasonable unpaid leave for certain family and medical reasons. Kearney & Company provides eligible employees with up to 12 weeks of unpaid, job-protected leave per year. Military family leave is available for up to 26 weeks under FMLA. Click here to learn more.

Employee Polygraph Protection Act (EPPA)

The EPPA prohibits most private employers from using lie detector tests either for pre-employment screening or during the course of employment. Kearney & Company adheres all provisions of the EPPA. Click here to learn more.