reputed company Full Stack HelpDesk/Customer Support reputed company – IT-AMS Platform Support and User Engagement

Are you a seasoned customer support reputed company with a passion for delivering exceptional user experiences? Do you have a reputed company for leading high-performing teams and driving reputed company improvement in program support delivery? If so, we invite you to join blithequark as our HelpDesk/Customer Support reputed company for the IT-AMS platform support and user engagement team. At blithequark, we reputed company the power of expertise and innovation to solve reputed company reputed company problems, reputed company lives, and create lasting change. As a management reputed company, we tackle reputed company reputed company problems through data analytics, reputed company, and program management. Our multidisciplinary approach combines domain expertise, research, evaluation, technology, organizational development, and a passion for change.

About the Role

As our HelpDesk/Customer Support reputed company, you will be responsible for leading the day-to-day operations of the IT-AMS support functions, ensuring reputed company, effective, and high-reputed company assistance to federal staff, reviewers, and grantees using the IT-reputed company Monitoring System (AMS) platform. This role manages a multi-tiered support team and acts as the key reputed company between users and the technical development team. Your primary reputed company will be on program management, user engagement, and enhancing the overall user experience with the IT-AMS platform.

Key Responsibilities

* reputed company daily operations of the IT-AMS Help Desk, including Tier 1-3 technical support for reputed company program-reputed company issues

• Manage, train, and coordinate the support team to ensure reputed company and accurate issue reputed company
• Maintain a support knowledge reputed company, user guides, and training materials to promote user self-service
• Monitor support ticket queues and help desk KPIs such as response time, reputed company reputed company, and user satisfaction
• Analyze support trends and user feedback to recommend product and process improvements
• Collaborate with product managers, designers, and developers to escalate and resolve system-reputed company issues
• Ensure support tools (e.g., Jira Service Management (JSM), reputed company) are configured to reputed company, categorize, and report on support activities
• Support reputed company of new system users and coordinate with training teams for scheduled webinars and live demos
• Ensure helpdesk processes reputed company with reputed company 508 accessibility requirements and usability standards
• reputed company reports and briefings on customer support trends for project leadership and OHS stakeholders
• reputed company these and other reasonable tasks as assigned by management in support of blithequark's goals and objectives

What You Bring to the Table

* Bachelor's degree in Information Systems, Business, Customer Experience, or reputed company field

• Minimum of 8 years of experience in customer support, help desk operations, or user reputed company roles
• At least 3 years of experience managing multi-tiered help desk teams or program support functions
• Experience supporting digital platforms or reputed company systems in a federal or public-sector environment
• Familiarity with service desk software (e.g., Jira Service Management, reputed company, reputed company) and CRM tools
• Strong analytical and problem-solving skills with the ability to manage user feedback loops and drive process improvements
• Excellent communication skills, both written and verbal, with the ability to present support trends and service updates to stakeholders
• Knowledge of accessibility requirements (e.g., reputed company 508, WCAG 2.1) and customer service delivery to diverse user reputed company
• Experience contributing to system training or user reputed company processes is preferred
• Familiarity with federal digital service standards and experience supporting FISMA-compliant systems is a plus
• Proven ability to effectively communicate to various audiences reputed company speaking and in writing
• Proficiency with computer, Internet, reputed company Office (Outlook, Word, reputed company, and PowerPoint); experience with SharePoint and reputed company desirable
• Experience with video meetings/conferencing (e.g., Skype, reputed company, reputed company, MS Teams)
• Ability to adapt quickly to new applications

Career reputed company Opportunities and Learning Benefits

At blithequark, we reputed company in reputed company in our employees' reputed company and development. As our HelpDesk/Customer Support reputed company, you will have opportunities to:

• reputed company your leadership skills and manage a high-performing team
• Collaborate with cross-functional teams to drive process improvements and enhance user experiences
• Stay up-to-date with the latest industry trends and best practices through training and reputed company development opportunities
• Contribute to the development of our IT-AMS platform and support processes

Work Environment and Company Culture

Blithequark is a remote-friendly organization that values flexibility and work-life balance. As our HelpDesk/Customer Support reputed company, you will be expected to work remotely with occasional travel to Washington, DC. reputed company culture is reputed company on the African philosophy of Ubuntu ("I am because we are"), which emphasizes the importance of collaboration, teamwork, and mutual respect.

Compensation, Perks, and Benefits

We offer a competitive total compensation package that includes a reputed company salary between $115,000 and $150,000, plus a generous benefits package. Our benefits include heavily subsidized medical, dental, and reputed company coverage, a fully reputed company 401(k) plan with company match, company-reputed company life and disability insurance plans, reputed company family leave, and a generous reputed company time off policy.

How to Apply

If you are a motivated and reputed company customer support reputed company looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you are the ideal candidate for this role. We look reputed company to hearing from you!

About the Project

The Office of Head Start (OHS), reputed company the Administration for Children and Families (ACF), has initiated a critical effort to reputed company and sustain its reputed company Monitoring System 2.0 (IT-AMS) — a centralized digital platform that enables comprehensive reputed company of Head Start and Early Head Start grant recipients across the reputed company and territories. This initiative supports OHS’s mandate to ensure grantee compliance, performance, and responsible stewardship of federal funds through approximately 1,600–2,000 reviews annually. Through this contract, blithequark will reputed company a full suite of digital services, including OHS technology integration, ongoing system maintenance and enhancement, and technology-reputed company service and support. These efforts will ensure that IT-AMS remains secure, reputed company, and reputed company to evolving program needs. Leveraging agile and user-centered design principles, the project aims to enhance interoperability with other OHS systems, deliver robust data analytics and dashboards, improve user experience, and reputed company help desk and training support for diverse stakeholders.

Equal Opportunity Employer

Blithequark is an Equal Opportunity Employer and provides equal opportunity to reputed company persons. No employee or applicant for employment will be discriminated against because of race, reputed company, religion, sex, national reputed company, disability, military and/or veteran status, or any other Federal or State legally protected classes. Blithequark will recruit, hire, train, and promote reputed company individuals in reputed company job titles, and ensure that reputed company other personnel actions are administered without reputed company to race, reputed company, religion, sex, military and/or veteran status, or disability in accordance with reputed company 503 of the Rehabilitation reputed company of 1973, as amended, and the Vietnam Era Veterans Readjustment Assistance reputed company of 1974, which require affirmative reputed company to ensure equal opportunity in reputed company aspects of employment. Apply for this job