Help Desk Manager (Contingent on Contract Award)

Run the front door to a federal agency public content operation, on a fifteen-minute clock, with a team of four.

This position is contingent upon contract award.

Innosoft Corporation is building the help desk function for a large digital services contract supporting a federal health agency public-facing websites. The role covers website content contribution and editing, release management, senior editor duties, and day-to-day ticket operations across multiple web content management system instances.

It carries a fifteen-minute response commitment on critical tickets and personal accountability for the senior editor queue, where you approve or reject content on behalf of the customer. You lead a team of four.

Volume is manageable. Coverage is the hard part, and so is demand. A desk that answers the same avoidable question two hundred times has not succeeded.

• Roughly 2,950 to 2,970 tickets a year, about 11 to 12 per business day.
  
• Support window 6:00 AM to 8:00 PM Eastern, Monday to Friday on federal working days.
  
• Response service levels: critical within 15 minutes; high, medium and low within 30 minutes.
  
• Resolution service levels: critical 4 hours; high 8 hours; medium 24 hours; low 48 hours.
  
• Platforms supported: Drupal web content management, DKAN, Atlassian products, Qualtrics, Akamai NetStorage.
  
• Team of four: one senior specialist and three specialists.
  

• Remote within the continental United States, with periodic on-site presence in the Baltimore, MD area.
  
• Full-time, salaried. Reports to the Program Manager.
  
• Working hours align to the supported window in Eastern Time, with early and late coverage as the roster requires and availability during emergencies and peak periods.
  

Service delivery and content governance

• Meet the published response and resolution service levels across all four priorities, and provide extended support for emergencies such as hurricanes, earthquakes and other disasters.
  
• Monitor the content management system and respond to problems by troubleshooting, diagnosing and taking corrective action.
  
• Manage requests to load files to the media and downloads server, new section requests, new dynamic list requests, new layout builder requests, and loading of files, modules and training materials to Akamai NetStorage.
  
• Manage all requests related to broken links, redirects, missing content, downloads, dynamic lists and incorrect content.
  
• Triage tickets to agency staff or the development contractor only under defined circumstances, and develop and apply the triage guidelines consistently.
  
• Manage the senior editor queue: review content at senior editor level and approve or reject it, contacting the content owner directly for clarification where necessary.
  
• Assist in moving content through the workflow, load content into the CMS as required, and assist with content migration.
  

Demand reduction

• Categorise every ticket against an agreed taxonomy within 60 days of award.
  
• Identify each Program Increment the three highest-volume avoidable categories and the root cause of each, whether documentation gap, training gap, permission model defect, CMS configuration issue or a defect owned by another contractor.
  
• Implement corrective action where it sits within scope and raise it formally where it does not.
  
• Report avoidable-ticket share as a trend targeting measurable year-over-year reduction.
  

User management, training and reporting

• Handle all new user requests, develop an overall user management system covering each CMS instance, and assist users with login and permission issues.
  
• Provide support and training for Drupal, DKAN and Atlassian products, develop and maintain training modules, and host training webinars as needed. All materials conform to Section 508 and WCAG 2.1 Level AA.
  
• Develop and maintain categorised frequently asked questions from help desk and call center traffic, and maintain a searchable knowledge base with deflection reported as a standing metric.
  
• Provide weekly help desk status reports, track issue counts, types and response times in monthly reports, and produce ad hoc reports on request.
  
• Compile recommendations and change requests weekly, communicating high-priority requests immediately.
  
• Document all help desk processes and standard operating procedures and keep them current.
  

• U.S. person, able to obtain and maintain a federal Public Trust suitability determination and HSPD-12 PIV credential. In-person identity proofing required.
  
• All work performed within the continental United States. No exceptions.
  
• Company-issued, federally hardened equipment required. Personal devices are not permitted.
  

• 6+ years in service desk or content operations, including at least 3 managing a team against contractual service levels that a customer audited.
  
• Hands-on Drupal experience as administrator or senior editor including workflows, site structures, roles, content types, accounts and permissions.
  
• Demonstrated experience meeting a sub-hour critical response commitment in production.
  
• Experience managing a distributed support team across an extended coverage window with shift rotation and on-call.
  
• Experience with a ticketing platform, ideally Jira Service Management, including reporting on volume, category and response time.
  
• Demonstrated experience developing and delivering end-user training including written materials and live webinars.
  
• Excellent written communication, given the editorial approval authority the role carries.
  

Bachelor degree in a relevant field, plus 6 years of relevant experience.

Equivalent combinations accepted: Master degree + 4 years, Associate degree + 8 years, High school diploma or GED + 10 years.

• Prior experience supporting a large public-facing federal website, ideally within CMS.
  
• Familiarity with DKAN, Qualtrics, Akamai NetStorage and Section 508 content requirements.
  
• Experience coordinating with a call center operation on system changes and upgrades.
  
• Experience supporting content operations through a high-visibility annual event such as Open Enrollment.
  

ITIL 4 Foundation or equivalent strongly preferred at hire, with completion expected within twelve months where not held. HDI Support Center Manager or Team Lead, Atlassian Certified Jira Service Management, and Acquia Certified Drupal Site Builder preferred.

The salary range for this position is $130,000 to $135,000 annually. Actual compensation is determined by experience, qualifications, skills, location and internal equity. This range reflects the anticipated base salary and does not include bonus, benefits or other compensation.

This position is contingent upon contract award. Candidates selected will receive a contingent offer and will begin the federal suitability and credentialing process, which can take several weeks to several months. Employment begins only upon award and successful adjudication.

This role requires the use of company-issued equipment configured to federal security baselines. Personal devices may not be used to access client systems or data. Employees must complete federal security awareness, privacy and records management training and execute a non-disclosure agreement before performing any work.

Innosoft Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, physical or mental disability, genetic information, marital status, protected veteran status, or any other characteristic protected by applicable federal, state or local law.

As a federal contractor, Innosoft Corporation complies with its applicable equal employment opportunity and affirmative action obligations, including Section 503 of the Rehabilitation Act of 1973 and the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA).

Reasonable accommodation. If you need a reasonable accommodation to complete any part of the application or interview process, please contact [email protected] and we will work with you.

Employment is contingent upon successful completion of a background investigation, drug screening and reference checks in accordance with Innosoft Corporation policy.