eDiscovery Help Desk Supervisor in Reston, VA at Eliassen Group

Date Posted: 10/7/2020

Job Snapshot

Job Description

As a Help Desk Supervisor, you will work with multidisciplinary teams across divisions to plan and deliver projects on time and within budget. This position requires a strong customer service/client solutions background, solid understanding of eDiscovery methodologies, excellent organizational skills, and experience in working on projects with cross-functional technical and legal teams. Successful candidates must be action-oriented, with the ability to communicate clearly and effectively to executive, business, technical, and client audiences. In addition, the ideal candidate needs to be able to establish an effective approach in their duties that will deliver on the goals and objectives of all assigned projects.


Due to client requirement, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Key responsibilities include:

  • Be a first line leader of a team supporting Government attorneys, paralegals and support staff, providing excellent customer service and solutions to both internal and external stakeholders.
  • Consistently deliver well-articulated, balanced, and informed communications.
  • Participate in defining and maintaining the processes and tools that allow team and client to meet client needs.
  • Develop strong partnerships with the clients and supporting Leidos team leaders to provide stellar customer service.
  • Establish or refine processes and delivery methodologies to enable successful delivery on project goals.
  • Serve as a key stakeholder in the development of training documentation.
  • Oversee a team of help desk and user trainer staff.
  • Assist in setting up and operating end-user support program for major applications in support of specific projects.
  • Review and improve overall user training programs, particularly for complex applications such as groupware and workflow packages which require active on-going training and support to ensure that they are being used effectively, but also for litigation support and office automation applications.
  • Set up facilities and procedures to ensure responsive support.
  • Establish collaborative relationships with co-workers and team members.
  • Assist client and management in other client service tasks as needed.


What You'll Do Day to Day:

  • Oversee a high-performing and collaborative team in supporting all government clients with litigation support needs;
  • Oversee responses to incoming requests for assistance with Relativity, Brainspace, Blackout, CaseMap, TimeMap, Concordance and other eDiscovery platforms used by the DOJ;
  • Report on task progress; troubleshoot task issues; perform quality control spot-checking as necessary to ensure that work is of high quality and meets contract requirements;
  • Assists in setting up and operating end user support program for major applications in support of specific projects/cases.
  • Oversees training course outlines and agendas for user-based training courses; Establishes training facilities and schedules.
  • Oversees help desk functions - answering and responding to user phone calls, troubleshooting litigation support packages on user desktops/laptops and coordinating support with office automation support contractors and staff.

What we are looking for:

  • The ideal candidate will have a minimum of 2 (two) years eDiscovery support experience with litigation support platforms.
  • Minimum of 1(one) year of experience leading/overseeing a team.

Job ID: 345821

About Eliassen Group:

Eliassen Group provides strategic talent solutions to drive our clients’ innovation and business results. Leveraging over 30 years of success, our expertise in IT staffing, Agile consulting, creative services, managed services, and life sciences enables us to partner with our clients to execute their business strategy and scale effectively. Headquartered in Reading, MA and with offices from coast to coast, Eliassen Group offers local community presence, deep networks, as well as national reach. For more information, visit http://www.eliassen.com.

Eliassen Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Don’t miss out on our referral program! If we hire a candidate that you refer us to then you can be eligible for a $1,000 referral check!