Help Desk Manager (Contingent on Contract Award)

Triwill Group; Northern (KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Triwill Group, on behalf of a partner, seeks a Help Desk Manager for a remote leadership role supporting a federal health agency’s public-facing digital content operations. The position is contingent on contract award and requires overseeing a four-person team, guiding content support, editorial workflows, and service delivery across multiple platforms.

Responsibilities include Drupal and CMS oversight, content governance, meeting strict SLAs with 15-minute response targets for critical issues,

Qualifications

• Experience leading a help desk or content-support team.
• Strong CMS and Drupal experience required.
• Ability to govern content processes and ensure service delivery.

Responsibilities

• Lead a four-person help desk team responsible for content support, editorial workflows, ticket management, and service delivery across multiple platforms.
• Combine hands-on Drupal/CMS work with team leadership and governance responsibilities.
• Manage a high-priority support environment with strict SLAs, including a 15-minute response target for critical issues.
• Reduce avoidable tickets through training, documentation, permissions, workflows, and knowledge management.
• Oversee senior editorial approvals, user support, reporting, and emergency coverage for mission-critical public services.

Skills

Drupal CMS expertise

Team leadership

Content governance

Operational accountability

Job description

Description:

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.