Remote Help Desk Manager for Federal CMS Content

Innosoft Corporation; United States; Híbrido; USD 130 000 - 135 000; Tempo integral

Resumo da oferta

Innosoft Corporation is building the help desk function for a federal health agency, overseeing content, release management, and day-to-day ticket operations across CMS instances. You will lead a four-person team with a fifteen-minute critical-ticket response commitment, and ensure content moves through workflows with 508/WCAG conformance.

The role is remote within the continental United States with periodic on-site presence in the Baltimore area.

Qualificações

• 6+ years in service desk or content operations, incl. 3+ years leading a team against SLAs.
• Hands-on Drupal admin or senior editor incl workflows, site structures, roles, permissions.
• Proven ability to meet sub-hour critical response in production.
• Experience managing distributed support teams with shift rotation and on-call.
• Experience with Jira Service Management reporting on volume, category and response time.
• Experience delivering end-user training with written materials and live webinars.
• Excellent written communication due to editorial approval authority.

Responsabilidades

• Service delivery and content governance across four priorities with emergency coverage.
• Monitor CMS, troubleshoot, diagnose, and take corrective action.
• Manage requests to load files to media servers and training materials to NetStorage.
• Handle broken links, redirects, missing content, downloads, and dynamic lists.
• Triage tickets and apply guidelines consistently; manage senior editor queue.
• Assist in moving content through workflow and CMS content migration.

Conhecimentos

Drupal administration

Content governance

Team leadership

Jira Service Management

Training delivery

Editorial approval

Accessibility standards

Formação académica

Bachelor degree in a relevant field

Master degree +4 years

Ferramentas

Jira Service Management

Drupal CMS

Akamai NetStorage

DKAN

Atlassian Suite

Qualtrics

Descrição da oferta de emprego

Innosoft Corporation is building the help desk function for a federal health agency, overseeing content, release management, and day-to-day ticket operations across CMS instances. You will lead a four-person team with a fifteen-minute critical-ticket response commitment, and ensure content moves through workflows with 508/WCAG conformance.

The role is remote within the continental United States with periodic on-site presence in the Baltimore area.