Help Desk Manager

📋 Description

• Lead day-to-day help desk operations and manage a team of four specialists, ensuring published
• Monitor multiple content management and digital platforms, troubleshoot issues, diagnose root
• Oversee Drupal content operations, including content workflows, file loading, section and layout
• Manage the senior editor queue, reviewing, approving, or rejecting content and working directly
• Establish and consistently apply ticket triage guidelines, escalating issues to agency staff or
• Analyze ticket trends and identify the leading sources of avoidable demand, developing corrective

🎯 Requirements

• Bachelor's degree in a relevant field with at least 6 years of relevant experience; equivalent
• At least 6 years of experience in service desk, help desk, or content operations, including 3+
• Strong hands-on Drupal experience as an administrator or senior editor, including workflows, site
• Demonstrated experience operating in a production environment with sub-hour response commitments
• Experience managing distributed support teams across extended coverage windows, including shift
• Experience using ticketing platforms, preferably Jira Service Management, with the ability to

🎁 Benefits

• Salary: $130,000–$135,000 annually, with actual compensation based on experience, qualifications
• Remote work: Fully remote position within the continental United States, with periodic presence in
• Federal contract opportunity: Role is conditional upon contract award, with selected candidates
• Security and equipment: Company-issued equipment configured to federal security standards; required
• Professional development: Opportunity to obtain or complete ITIL 4 Foundation certification, where
• Mission-driven environment: Work supporting public-facing digital services for a federal health