HR Systems Help Desk Team Lead

We are seeking a Human Resources (HR) Systems Help Desk Team Lead to support the Laboratorys multiyear transition from PeopleSoft to Oracle HCM Cloud. Reporting to HR Product Management Group this role leads two help desk specialists and partners with HR Payroll IT process owners and change and training teams. The Team Lead will oversee support for Oracle HCM Cloud PeopleSoft SmartRecruiters ServiceNow and related applications; identify opportunities for system and process improvements; and help develop knowledge management self-service and responsible AI-enabled support. This role combines operational leadership with the opportunity to shape the future of HR technology service delivery.

You will

• Lead develop and mentor Applications Help Desk Specialists by setting clear expectations and goals providing ongoing coaching and feedback and fostering an accountable collaborative customer-focused and continuous-learning environment.
• Oversee daily service operations including workload case routing escalations staffing coverage and service-level performance ensuring timely consistency and effective support in accordance with established service-level agreements (SLAs).
• Serve as the escalation point for complex sensitive or high-impact issues requiring advanced troubleshooting cross-functional coordination or in-depth knowledge of HR systems and processes.
• Anticipate service needs operational risks and capacity challenges; advance service-management practices and ServiceNow capabilities that improve efficiency consistency support quality develop practical response strategies with help desk stakeholders.
• Establish and mature service-management practices within ServiceNow to improve efficiency quality consistency user satisfaction and operational supportability.
• Partner with senior Laboratory managers IT developers business systems analysts and system end users to resolve support issues spanning business functions and ensure application changes are operationally supportable.
• Collaborate with HR BSAs IT and technology transformation teams to assess service trends identify enhancements support technology upgrades address adoption barriers and deliver targeted support for new tools and processes.
• Ensure processes procedures troubleshooting guides and knowledge articles are accurate current accessible and designed to support team effectiveness and intuitive employee and manager self-service.
• Prepare and present regular performance reports and actionable insights to the Group Leader and stakeholders communicating service outcomes risks improvement opportunities and progress against action plans.
• Explore lead or support pilots and evaluations of AI-enabled capabilities for case intake triage agent assistance knowledge discovery content maintenance and user self-service.
• Perform other duties as assigned

Qualifications :

• Bachelors Degree in related business field or equivalent combination of technical training and education or professional certification in business/computer relevant
• Demonstrated success leading or coordinating HR technology support HR service delivery shared services or a comparable customer-support function in a complex organization.
• Outstanding customer-service and consultative skills including active listening thoughtful inquiry sound judgment and the ability to uncover underlying needs and recommend effective solutions beyond the initial request.
• Demonstrated ability to analyze data identify patterns and root causes develop meaningful performance measures and translate findings into system process or user-experience improvements.
• Experience establishing and maturing knowledge-management practices including content development governance and digital self-service capabilities.
• Ability to build and maintain productive cross functional partnerships to accomplish shared goals.
• Excellent interpersonal written and verbal communication skills with the ability to explain complex information clearly present insights advise stakeholders and influence decisions.
• Strong organizational and prioritization skills with the ability to manage multiple activities in an environment of changing deadlines priorities and frequent interruptions.
• Demonstrated ability to solve problems exercise independent judgment make sound decisions and remain calm while using conflict-resolution techniques to de-escalate difficult situations.
• Ability to lead through ambiguity and change balancing reliable day-to-day service delivery with longer-term transformation and capability building.

Qualifications We Desire

• Experience leading and developing professionals while fostering an inclusive collaborative and accountable team environment.
• Experience supporting HR technology products including Oracle HCM Cloud Service Now Smart Recruiters or comparable HCM cloud platforms.   
• Strong knowledge of service-management practices including case management SLAs escalations knowledge management digital self-service and continuous improvement.
• Experience supporting HCM implementation migration major release or stabilization effort including change management user adoption training readiness or release management.
• Experience developing dashboards and using service data and analytics to identify trends and improvement opportunities.
• Experience with AI-enabled service delivery including automation virtual agents or agent-assist tools.

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Position Information

This is a Career Indefinite position open to Lab employees and external candidates.

Why Lawrence Livermore National Laboratory

• Included in 2026 Best Places to Work by Glassdoor!
• Flexible Benefits Package
• 401(k)
• Relocation Assistance
• Education Reimbursement Program
• Flexible schedules (*depending on project needs)
• Our values - visit  Clearance

  This position requires either no security clearance or a Department of Energy (DOE) L-level or Q-level clearance depending on the particular assignment.  

  If you are selected and a security clearance is required we will initiate a Federal background investigation to determine if you meet eligibility requirements for access to classified information or matter. Also all L or Q cleared employees are subject to random drug testing.  L and Q-level clearances require U.S. citizenship.  

  If no security clearance is required but your assignment is longer than 179 days cumulatively within a calendar year you must go through the Personal Identity Verification process.  This process includes completing an online background investigation form and receiving approval of the background check.  

   

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  Pre-Employment Drug Test

  External applicant(s) selected for this position must pass a post-offer pre-employment drug test. This includes testing for use of marijuana as Federal Law applies to us as a Federal Contractor.

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  We are an equal opportunity employer that is committed to providing all with a work environment free of discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race color religion marital status national origin ancestry sex sexual orientation gender identity disability medical condition pregnancy protected veteran status age citizenship or any other characteristic protected by applicable laws.

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  Remote Work :

  No

  
  

  Employment Type :

  Full-time