Remote Federal Content Operations Lead (Help Desk)

Innosoft Corp.; Baltimore, Northern (MD, KY); Hybrid; USD 130,000 - 135,000; Full time

Benefits offered by this job

Remote work

Job summary

Innosoft Corporation is building the help desk function for a federal health agency public-facing websites, overseeing content contribution and editing, release management, and daily ticket operations across CMS instances.

The role supports a 15-minute critical response commitment, leads a four-person team, and requires remote work within the continental United States with periodic on-site in Baltimore, MD. It is salaried and contingent on contract award.

Qualifications

• 6+ years in service desk or content operations, including at least 3 managing a team against contractual service levels that a customer audited.
• Hands-on Drupal experience as administrator or senior editor including workflows, site structures, roles, content types, accounts and permissions.
• Demonstrated experience meeting a sub-hour critical response commitment in production.
• Experience managing a distributed support team across an extended coverage window with shift rotation and on-call.
• Experience with a ticketing platform, ideally Jira Service Management, including reporting on volume, category and response time.
• Demonstrated experience developing and delivering end‑user training including written materials and live webinars.
• Excellent written communication, given the editorial approval authority the role carries.

Responsibilities

• Meet the published response and resolution service levels across all four priorities, and provide extended support for emergencies such as hurricanes, earthquakes and other disasters.
• Monitor the content management system and respond to problems by troubleshooting, diagnosing and taking corrective action.
• Manage requests to load files to the media and downloads server, new section requests, new dynamic list requests, new layout builder requests, and loading of files, modules and training materials to Akamai NetStorage.
• Manage all requests related to broken links, redirects, missing content, downloads, dynamic lists and incorrect content.
• Triage tickets to agency staff or the development contractor only under defined circumstances, and develop and apply the triage guidelines consistently.
• Manage the senior editor queue: review content at senior editor level and approve or reject it, contacting the content owner directly for clarification where necessary.
• Assist in moving content through the workflow, load content into the CMS as required, and assist with content migration.

Skills

Drupal administration

Content operations

Jira Service Management

Training webinars

Editorial approval authority

Education

Bachelor's degree in a relevant field

Tools

Jira Service Management

DKAN

Akamai NetStorage

Job description

Innosoft Corporation is building the help desk function for a federal health agency public-facing websites, overseeing content contribution and editing, release management, and daily ticket operations across CMS instances.

The role supports a 15-minute critical response commitment, leads a four-person team, and requires remote work within the continental United States with periodic on-site in Baltimore, MD. It is salaried and contingent on contract award.