Date Posted: 01/21/2026
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**
Job Description
Qualifications
• 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.
Role Summary
The Helpdesk Lead is responsible for establishing and managing a scalable, responsive helpdesk function to support approximately 47,800 users of the ConneXion system. This role ensures timely issue resolution, effective user support, and continuous improvement of system usability and adoption.
Key Responsibilities
• 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.**
Benefits:
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.
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.
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.
Rose International has an official agreement (ID #132522), 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.).
It was great working for Rose International. Everyone was extremely helpful.
Rosann, Consultant
Thanks for the opportunity. If in the future I ever need a job, I would like to work for Rose International.
David, Consultant
It is a great pleasure being a part of the Rose International Team.
Toni, Consultant
I had a very positive experience working for Rose. The entire process is very efficient and easy.
Joanne, Consultant
I have been very pleased with my experience with Rose International. Everyone that I encountered was very helpful and courteous.
Stephanie, Consultant
EMPLOYEE COMMENTS