Help Desk Manager (Contingent on Contract Award) in New York at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Help Desk Manager (Contingent on Contract Award) based in the United States.

This is a fully remote leadership role supporting a federal health agency’s public-facing digital content operations.
You will lead a four-person help desk team responsible for content support, editorial workflows, ticket management, and service delivery across multiple platforms.
The role combines hands-on Drupal and CMS expertise with team leadership, content governance, and operational accountability.
You will manage a high-priority support environment with strict response and resolution service levels, including a 15-minute response target for critical issues.
A major focus will be reducing avoidable ticket volume through better training, documentation, permissions, workflows, and knowledge management.
You will also oversee senior editorial approvals, user support, reporting, and emergency coverage for mission-critical public services.
The position offers the opportunity to make a measurable impact within a structured federal environment where reliability, accessibility, security, and customer service are essential.

• Lead day-to-day help desk operations and manage a team of four specialists, ensuring published response and resolution service levels are consistently achieved across critical, high, medium, and low-priority tickets.
• Monitor multiple content management and digital platforms, troubleshoot issues, diagnose root causes, and implement or coordinate corrective actions.
• Oversee Drupal content operations, including content workflows, file loading, section and layout requests, redirects, broken links, missing content, downloads, dynamic lists, and content migrations.
• Manage the senior editor queue, reviewing, approving, or rejecting content and working directly with content owners to resolve questions or clarify requirements.
• Establish and consistently apply ticket triage guidelines, escalating issues to agency staff or development partners only when appropriate.
• Analyze ticket trends and identify the leading sources of avoidable demand, developing corrective actions through improved documentation, training, permissions, configuration, or other appropriate solutions.
• Manage user onboarding, account access, permissions, and login support across supported CMS environments.
• Develop and deliver end-user training for Drupal, DKAN, Atlassian products, and related tools through written materials, training modules, and live webinars.
• Maintain an accessible and searchable knowledge base, FAQs, and help desk documentation, with measurable knowledge deflection as an ongoing performance indicator.
• Produce weekly status updates, monthly operational reports, issue metrics, response-time analysis, and ad hoc reporting as required.
• Document and maintain help desk processes, standard operating procedures, recommendations, and change requests.
• Coordinate with internal stakeholders, development teams, call center operations, and other partners to support system changes, upgrades, and continuous improvement.
• Provide extended-hours and emergency support, including coverage for major incidents and natural disasters, as required.
• Support content operations and public-facing digital services during high-visibility events and periods of increased demand.
• Ensure all training and content materials meet Section 508 and WCAG 2.1 Level AA accessibility requirements.

• Bachelor’s degree in a relevant field with at least 6 years of relevant experience; equivalent combinations include a Master’s degree plus 4 years, Associate degree plus 8 years, or high school diploma/GED plus 10 years.
• At least 6 years of experience in service desk, help desk, or content operations, including 3+ years managing teams against customer-audited contractual service levels.
• Strong hands-on Drupal experience as an administrator or senior editor, including workflows, site structures, roles, content types, user accounts, and permissions.
• Demonstrated experience operating in a production environment with sub-hour response commitments for critical issues.
• Experience managing distributed support teams across extended coverage windows, including shift rotations and on-call responsibilities.
• Experience using ticketing platforms, preferably Jira Service Management, with the ability to report on ticket volume, categories, response times, and service performance.
• Demonstrated ability to develop and deliver end-user training through both written resources and live webinars.
• Excellent written and verbal communication skills, particularly important given the role’s editorial approval responsibilities.
• Strong organizational, analytical, troubleshooting, and problem-solving abilities, with a focus on identifying root causes rather than repeatedly addressing symptoms.
• Ability to prioritize competing demands, operate under strict service levels, and make sound decisions in a high-visibility federal environment.
• Familiarity with DKAN, Qualtrics, Akamai NetStorage, and Section 508 content requirements is preferred.
• Prior experience supporting large public-facing federal websites or CMS-based content operations is preferred.
• Experience coordinating with call center teams, supporting major system changes or upgrades, or operating through high-visibility annual events is an advantage.
• ITIL 4 Foundation or equivalent certification is strongly preferred; HDI Support Center Manager or Team Lead, Atlassian Certified Jira Service Management, and Acquia Certified Drupal Site Builder certifications are also valued.
• Must be a U.S. person and able to obtain and maintain a federal Public Trust suitability determination and HSPD-12 PIV credential.
• Must be able to complete in-person identity proofing and perform all work within the continental United States.
• Must be willing to use company-issued, federally hardened equipment; personal devices cannot be used to access client systems or data.

• Salary: $130,000–$135,000 annually, with actual compensation based on experience, qualifications, skills, location, and internal equity.
• Remote work: Fully remote position within the continental United States, with periodic on-site presence in the Baltimore, Maryland area.
• Federal contract opportunity: Role is contingent upon contract award, with selected candidates receiving a contingent offer and beginning the federal suitability and credentialing process.
• Security and equipment: Company-issued equipment configured to federal security standards; required federal security, privacy, and records-management training.
• Professional development: Opportunity to pursue or complete ITIL 4 Foundation certification, where not already held.
• Mission-driven environment: Work supporting public-facing digital services for a federal health agency.
• Full-time employment: Salaried, full-time position with working hours aligned to an Eastern Time support window and additional availability for emergencies and peak periods.
• Eligibility requirements: Employment is subject to successful contract award, federal suitability adjudication, background investigation, drug screening, and reference checks.