Help Desk Manager

🔥 2 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

A Square Group (ASG)

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

A Square Group (ASG) is a company that provides a wide range of technical and innovative solutions aimed at optimizing performance, reducing costs, and streamlining operations. ASG specializes in areas such as DevSecOps, data science, cybersecurity, and healthcare IT solutions, with a focus on cloud solutions and accessibility compliance. They leverage cutting-edge analytics, artificial intelligence, and machine learning to drive strategic decisions and provide exceptional cybersecurity and cloud solutions. ASG is committed to excellence in service delivery, evidenced by their achievements like Capability Maturity Model Integration (CMMI) Level 3 certification and partnerships with major organizations like the Veterans Administration and CDC. Their solutions cater to the healthcare industry, government contracts, and aim to enhance user experiences and data integrity.

📋 Description

• Lead day-to-day Help Desk operations and set priorities across Tier 1–3 • Manage and mentor Tier 1–3 Specialists while remaining hands-on with tickets and tasks • Handle complex escalations and communicate with Client leads • Approve workflow, access, and permission changes across supported platforms • Manage requests for uploads, site sections, dynamic lists, redirects, broken links, and content corrections • Support Drupal and DKAN publishing and workflow progression • Support the Events Tool and content migration across sites • Review and approve content in the Senior Editor Queue • Provide user support for login issues, permissions, platform functionality, and web standards/policy guidance • Own new user request intake and maintain user management processes • Deliver and maintain training and support materials • Support survey/feedback tool usage • Monitor platforms and services; troubleshoot, diagnose, and take corrective action • Track ticket metrics and deliver weekly Help Desk Status Reports • Compile recommendations and change requests; escalate high-priority items • Manage performance against SLA commitments • Provide Help Desk coverage from 6:00 AM–8:00 PM, Monday–Friday, with occasional 24-hour support • Provide occasional after-hours support for special requests or emergencies • Maintain Help Desk SOPs, process documentation, and the knowledge base • Develop and organize FAQs and user aids • Support testing of installations, upgrades, and patches • Collaborate with Client Technical Teams, Program support staff, and other contractors • Report to the Program Manager and coordinate with Client leadership, the COR, and Client Technical Teams • Maintain continuity of institutional knowledge across the Help Desk function

🎯 Requirements

• 5+ years of Help Desk or IT service management experience • 2+ years in a supervisory/management capacity • Demonstrated experience managing multi-tier support teams and SLA-driven operations, ideally in an enterprise web content management environment • Working knowledge of Drupal or comparable content management tools • Open data catalog experience is a plus • Strong written and verbal communication skills • Experience presenting status and metrics to leadership and client stakeholders • Experience developing and maintaining SOPs, training materials, and knowledge base content • Ability to obtain and maintain any required background investigation/clearance per client requirements • Prior experience supporting a large enterprise or government client's public-facing digital properties strongly preferred • Working knowledge of Drupal, DKAN, Enterprise GitHub, JFrog Artifactory, TestRail, Confluence, Jira, Enterprise Slack, Mural, Grafana, Adobe Analytics, Datadog, New Relic, SonarQube, VictorOps, MiniOrange (SSO), Okta, GovDelivery, Qualtrics, Siteimprove, LaunchDarkly, Polly Pro, Akamai/NetStorage, and public/internal DNS request processes • Ability to obtain and maintain public trust background investigation/clearance per client requirements

🏖️ Benefits

• Healthcare Benefits • Life Disability • Paid Time Off • 401k Matching • Employee Referral Bonus • Education Assistance • Learning and Development resources