Remote Help Desk Lead: Drupal & CMS, Federal Content Ops

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

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,