Help Desk Manager (Contingent on Contract Award)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Help Desk Manager (Contingent on Contract Award) based in the United States.

This is a fully remote leadership role supporting a federal health agency’s public-facing digital content operations.
You will lead a four-person help desk team responsible for content support, editorial workflows, ticket management, and service delivery across multiple platforms.
The role combines hands-on Drupal and CMS expertise with team leadership, content governance, and operational accountability.
You will manage a high-priority support environment with strict response and resolution service levels, including a 15-minute response target for critical issues.
A major focus will be reducing avoidable ticket volume through better training, documentation, permissions, workflows, and knowledge management.
You will also oversee senior editorial approvals, user support, reporting, and emergency coverage for mission-critical public services.
The position offers the opportunity to make a measurable impact within a structured federal environment where reliability, accessibility, security, and customer service are essential.