Help Desk Manager

ASG is a Minority- and Woman-Owned, Physician-Owned small business with over 15 years of experience in federal government contracting. We deliver a wide range of technology services, including software development, mobile apps, AI/ML, analytics, data science, big data, DevSecOps, digital transformation, cloud, and cybersecurity. ASG is CMMI Level 3 certified and holds ISO 9001:2015, 20000-1:2018, and 27001:2022 certifications .

The Help Desk Manager leads day-to-day operations of the Help Desk, supporting the Client's public-facing web ecosystem, including all supported sites and associated subdomains and tools. This role owns the full support lifecycle across content management, platform administration, user assistance, and reporting, and is the primary point of escalation when issues require Client leadership involvement. The Manager runs the team while remaining hands-on with tickets and tasks daily, ensuring service levels are met and Client stakeholders receive consistent, well-documented support.

Tier 1 - Front-line intake and triage: login/access issues, basic content requests, routine how-to questions, initial ticket categorization.

Tier 2 - Platform-specific troubleshooting: content and workflow issues, dynamic lists, redirects, broken links, collaboration tool support, moderate technical diagnosis.

Tier 3 - Complex escalations: cross-platform issues, system-level troubleshooting, coordination with the Tools team or platform owners, and issues requiring developer or infrastructure-level investigation.

The Help Desk Manager oversees all three tiers, sets triage criteria for escalation between tiers to Client staff, and personally handles or directly supervises Tier 3 escalations.

Run day-to-day Help Desk operations and set daily priorities across all tiers.

Manage and mentor Tier 1-3 Specialists; remain hands-on with tickets/tasks to unblock work when needed.

Handle escalations directly and communicate with Client leads when issues become complex or sensitive.

Approve changes related to workflows, access, and permissions across supported platforms.

Manage requests for file uploads, new site sections, dynamic lists, redirects, broken links, and missing or incorrect content.

Support Drupal and DKAN content publishing and workflow progression through the content management system.

Support the Events Tool and assist with content migration across sites.

Review and approve content in the Senior Editor Queue, coordinating directly with content owners when clarification is needed.

Provide user support for login issues, permissions, platform functionality, and web standards/policy guidance.

Own new user request intake and maintain a consistent user management process across all supported platforms.

Deliver and maintain training and support materials for the content management system and collaboration tools, updating content as systems evolve.

Support survey/feedback tool usage as needed.

Monitor supported platforms and services; troubleshoot, diagnose, and take corrective action on issues as they arise.

Track ticket volume, type, response time, and backlog; deliver weekly Help Desk Status Reports.

Compile weekly recommendations and change requests, escalating high-priority items immediately.

Manage performance against SLA commitments

General Help Desk coverage: 6:00 AM–8:00 PM, Monday–Friday, with occasional 24-hour support as required

Occasionally after-hours operations to support special requests or emergencies (e.g., major incidents, disaster response).

Maintain and update Help Desk SOPs, process documentation, and the knowledge base (KB).

Develop and organize FAQs and user aids by category, updating as system changes occur.

Support testing of new installations, upgrades, and patches across supported platforms and tools.

Collaborate with Client Technical Teams, Program support staff, and other contractors to stay current on system changes and improve user-facing resources.

Systems and Tools Knowledge Required ( Working knowledge of the following):

Content platforms: Drupal, DKAN

Development/access tools: Enterprise GitHub, Jfrog Artifactory, Testrail , CBCI

Collaboration/documentation: Confluence, Jira, Enterprise Slack, Mural, Grafana

Monitoring/analytics: Adobe Analytics, Datadog, NewRelic, SonarQube, VictorOps

Identity/access: MiniOrange (SSO), OKTA

Communications: GovDelivery

Survey/feedback: Qualtrics

Accessibility: Siteimprove

Other: LaunchDarkly, Polly Pro, Akamai/NetStorage (large file hosting), public and internal DNS request processes

Other duties as assigned.

5+ years of Help Desk or IT service management experience, including 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 a plus.

Strong written and verbal communication skills, with 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.

This role reports to the Program Manager and coordinates directly with Client leadership, the COR (or equivalent client point of contact), and Client Technical Teams. The Help Desk Manager is expected to maintain continuity of institutional knowledge across the Help Desk function.

At ASG, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a protected veteran.

Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to [email protected] . We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.