HR Systems Help Desk Team Lead

We are seeking a Human Resources (HR) Systems Help Desk Team Lead to support the Laboratory’s 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

• Bachelor’s 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.

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 https://www.llnl.gov/inclusion/our-values

Security 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.

National Defense Authorization Act (NDAA)

The 2025 National Defense Authorization Act (NDAA), Section 3112, generally prohibits citizens of China, Russia, Iran and North Korea without dual US citizenship or legal permanent residence from accessing specific non-public areas of national security or nuclear weapons facilities. The restrictions of NDAA Section 3112 apply to this position. To be qualified for this position, Candidates must be eligible to access the Laboratory in compliance with Section 3112.

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.

Wireless and Medical Devices

Per the Department of Energy (DOE), Lawrence Livermore National Laboratory must meet certain restrictions with the use and/or possession of mobile devices in Limited Areas. Depending on your job duties, you may be required to work in a Limited Area where you are not permitted to have a personal and/or laboratory mobile device in your possession. This includes, but not limited to cell phones, tablets, fitness devices, wireless headphones, and other Bluetooth/wireless enabled devices.

If you use a medical device, which pairs with a mobile device, you must still follow the rules concerning the mobile device in individual sections within Limited Areas. Sensitive Compartmented Information Facilities require separate approval. Hearing aids without wireless capabilities or wireless that has been disabled are allowed in Limited Areas, Secure Space and Transit/Buffer Space within buildings.

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Equal Employment Opportunity

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.

Reasonable Accommodation

Our goal is to create an accessible and inclusive experience for all candidates applying and interviewing at the Laboratory. If you need a reasonable accommodation during the application or the recruiting process, please use our online form to submit a request.

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