Helpdesk Lead

Overview

Date Posted: 01/21/2026
Date posted information and job metadata are included in the original description. This section presents the role as described by the source.

Hiring Organization:
Rose International
Position Number: 495931
Industry: Government

Job Title:

Helpdesk Lead

Job Location:

Jefferson City, MO, USA, 65109
Work Model:
Onsite

Shift: 8am to 5pm

Employment Type:

Temporary
FT/PT:
Full-Time
Estimated Duration (In months): 13
Min Hourly Rate($): 75.00
Max Hourly Rate($): 85.00

Must Have Skills/Attributes:
Help Desk, Medicaid
Experience Desired:
Experience leading helpdesk or customer support operations for large SaaS systems. (5 yrs);
Familiarity with Medicaid, HCBS, or human services environments preferred. (5 yrs)

Required Minimum Education:

Bachelor’s Degree
C2C is not available

• Experience leading helpdesk or customer support operations for large SaaS systems.
• Familiarity with Medicaid, HCBS, or human services environments preferred.
• Experience supporting diverse user groups with varying technical proficiency.
• Strong communication and problem-solving skills.

The Helpdesk Lead is responsible for establishing and managing a scalable, responsive helpdesk function to support approximately 47,800 users of the Conne Xion system. This role ensures timely issue resolution, effective user support, and continuous improvement of system usability and adoption.

• Design, implement, and manage a tiered helpdesk support model for DMH staff, providers, and individual users.
• Establish service level agreements (SLAs), escalation procedures, and issue tracking processes.
• Ensure helpdesk staff are trained on HCBS workflows, system functionality, and user roles.
• Monitor ticket trends to identify systemic issues, training gaps, or system enhancements.
• Coordinate with Operations, Training, and Technical Teams to resolve issues efficiently.
• Develop knowledge base articles, FAQs, and self-service resources.
• Provide regular reporting on helpdesk performance, user satisfaction, and issue resolution metrics.
• Only those lawfully authorized to work in the designated country associated with the position will be considered.
• Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.

For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.

California Pay Equity
For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.

Equal Opportunity

Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.

Application Assistance

If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.

Verification

Rose International has an official agreement (), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).