Experienced HelpDesk and Customer Support Lead for Federal IT Projects - Leading Cross-Functional Teams and Driving User Satisfaction through Innovative Solutions and Technical Expertise

Introduction to blithequark At blithequark, we harness the power of expertise and innovation to solve complex social problems, transform lives, and create lasting change. As a management consulting firm, we tackle complex social issues through data analytics, innovative solutions, and program management. Our approach combines domain expertise, research, evaluation, technology, organizational development, and a passion for change, reflecting our values of collaboration and community. To learn more about our mission and values, visit our website and follow us on social media. About the Role The HelpDesk/Customer Support Lead is a critical position responsible for leading the day-to-day operations of the IT-AMS support functions, ensuring prompt, effective, and high-quality assistance to federal staff, reviewers, and grantees using the IT-Aligned Monitoring System (AMS) platform. This role manages a multi-tiered support team and acts as the key liaison between users and the technical development team. The ideal candidate will drive continuous improvement in program support delivery, user satisfaction, and issue resolution while aligning support processes with federal IT standards, accessibility, and platform performance goals. Key Responsibilities Oversee daily operations of the IT-AMS Help Desk, including Tier 1–3 technical support for all program-related issues Manage, train, and coordinate the support team to ensure timely and accurate issue resolution Maintain a support knowledge base, user guides, and training materials to promote user self-service Monitor support ticket queues and help desk KPIs such as response time, resolution rate, and user satisfaction Analyze support trends and user feedback to recommend product and process improvements Collaborate with product managers, designers, and developers to escalate and resolve system-related issues Ensure support tools (e.g., Jira Service Management (JSM), Zendesk) are configured to track, categorize, and report on support activities Support onboarding of new system users and coordinate with training teams for scheduled webinars and live demos Ensure helpdesk processes align with Section 508 accessibility requirements and usability standards Develop reports and briefings on customer support trends for project leadership and stakeholders Perform these and other reasonable tasks as assigned by management in support of blithequark's goals and objectives Essential Qualifications The ideal candidate will have: A Bachelor's degree in Information Systems, Business, Customer Experience, or a related field Minimum of 8 years of experience in customer support, help desk operations, or user success roles At least 3 years of experience managing multi-tiered help desk teams or program support functions Experience supporting digital platforms or enterprise systems in a federal or public-sector environment Familiarity with service desk software (e.g., Jira Service Management, Zendesk, Freshdesk) and CRM tools Strong analytical and problem-solving skills with the ability to manage user feedback loops and drive process improvements Excellent communication skills, both written and verbal, with the ability to present support trends and service updates to stakeholders Knowledge of accessibility requirements (e.g., Section 508, WCAG 2.1) and customer service delivery to diverse user groups Preferred Qualifications Preferred candidates will also have: Experience contributing to system training or user onboarding processes Familiarity with federal digital service standards and experience supporting FISMA-compliant systems Proven ability to effectively communicate to various audiences when speaking and in writing Proficiency with computer, Internet, Microsoft Office (Outlook, Word, Excel, and PowerPoint); experience with SharePoint and Monday.com desirable Experience with video meetings/conferencing (e.g., Skype, Zoom, Adobe, MS Teams) Ability to adapt quickly to new applications Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a HelpDesk/Customer Support Lead, you will have opportunities to: Develop your leadership skills through managing a cross-functional team Enhance your technical expertise in IT service management and customer support Collaborate with diverse stakeholders, including federal staff, reviewers, and grantees Contribute to the development of innovative solutions and process improvements Participate in training and professional development opportunities to stay up-to-date with industry trends and best practices Work Environment and Company Culture At blithequark, we value collaboration, community, and innovation. Our work environment is dynamic and fast-paced, with a focus on delivering high-quality results and exceptional customer service. We offer a remote work arrangement, with regular travel to Washington, D.C. required. Our team is committed to supporting each other and promoting a culture of inclusivity, respect, and open communication. Compensation, Perks, and Benefits blithequark offers a competitive total compensation package, including a base salary between $115,000 and $150,000, along with a generous benefits package. Our benefits include: Heavily subsidized medical, dental, and vision coverage Fully vested 401k plan with company match Company-paid life and disability insurance plans Paid family leave Generous paid time off policy Conclusion If you are a motivated and experienced customer support professional looking for a challenging and rewarding role, we encourage you to apply for the HelpDesk/Customer Support Lead position at blithequark. As a key member of our team, you will have the opportunity to make a meaningful impact on the delivery of high-quality customer support services to federal staff, reviewers, and grantees. Join our team and contribute to our mission of solving complex social problems and creating lasting change. blithequark is an Equal Opportunity Employer and provides equal opportunity to all persons. No employee or applicant for employment will be discriminated against because of race, color, religion, sex, national origin, disability, military and/or veteran status, or any other Federal or State legally protected classes. We recruit, hire, train, and promote qualified individuals in all job titles and ensure that all other personnel actions are administered without regard to race, color, religion, sex, military and/or veteran status, or disability.