[Hiring] Help Desk Manager @Innosoft Corporation

Role Description

This is a remote position. 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
• 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.

Qualifications

• 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

Requirements

• 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

Benefits

• 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
• This role requires the use of company-issued equipment configured to federal security baselines
• Employees must complete federal security awareness, privacy and records management training and execute a non-disclosure agreement before performing any work