Information Technology Help Desk Manager

Job Description: Senior Help Desk Specialist
Location: Remote
Reports To: Help Desk Manager
Team Oversight: (Individual Contributor) – Supports Three-Tier Helpdesk
Position Summary
As a Senior Help Desk Specialist, you will provide advanced troubleshooting, platform expertise, and day-to-day continuity across Tier 1, 2 and Tier 3 support. This role does not carry supervisory responsibility, but functions as a trusted technical resource and informal point of reference for newer Specialists and for the Help Desk Manager. In addition to core ticket support, the Senior Specialist may be asked to lead new-user Slack orientation training and support Drupal and DKAN-based website content changes daily on behalf of the development teams.
Tier Structure Overview
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 Senior Help Desk Specialist primarily operates across Tier 2 and Tier 3, providing advanced troubleshooting and serving as a escalation point for other Specialists to contact when additional assistance is needed.
Key Responsibilities
Advanced Ticket Support & Technical Escalation
Handle complex Tier 2 and Tier 3 tickets, including cross-platform issues and system-level troubleshooting.
Serve as a technical resource for Tier 1 and Tier 2 Specialists working through unfamiliar or difficult issues.
Provide day-to-day continuity for the Help Desk team when the Help Desk Manager is unavailable, routing urgent items appropriately and keeping work moving.
Support the Help Desk Manager in triaging escalations and identifying trends across ticket volume.
Website Development & Content Support (Drupal)
Perform Drupal-based website development and configuration changes in response to tickets submitted by the development team.
Support content publishing and workflow progression through the content management system.
Assist with testing of new installations, upgrades, and patches across supported platforms and enterprise-wide shared tooling.
Training & Knowledge Transfer
Deliver weekly “Slack 101” orientation training for CMS resources new to the WMS Program.
Maintain and update training and support materials for the collaboration and content management tools, incorporating changes as systems evolve.
Mentor newer Help Desk Specialists on platform tools, ticket handling standards, and program-specific procedures.
User Assistance
Provide user support for login issues, permissions, platform functionality, and web standards/policy guidance.
Support new user request intake and platform access processes.
Documentation & Process Support
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.
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
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
Qualifications
5-7+ years of Help Desk or IT support experience in an enterprise or government environment.
Demonstrated depth of platform knowledge and Tier 2/3 troubleshooting ability, ideally in an enterprise web content management environment.
Hands-on experience with Drupal website development and content/configuration changes.
Experience delivering training or onboarding support to new users.
Strong written and verbal communication skills.
Experience developing and maintaining SOPs, training materials, and knowledge base content.
Ability to obtain and maintain public trust background investigation/clearance per client requirements.
Reporting Structure
This role reports to the Help Desk Manager. The Senior Help Desk Specialist does not have supervisory authority over other team members but is regularly relied upon by both the Help Desk Manager and fellow Specialists as a technical resource and point of continuity for the team, particularly on complex Tier 2/3 issues and during the Help Desk Manager's absence.

Work arrangement
Yes