Help Desk Manager; Contingent 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.
• 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 Net Storage.
• 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…