**Experienced Full Stack HelpDesk/Customer Support Lead – IT-AMS Platform Support and User Engagement**

Are you a seasoned customer support professional with a passion for delivering exceptional user experiences? Do you have a knack for leading high-performing teams and driving continuous improvement in program support delivery? If so, we invite you to join blithequark as our HelpDesk/Customer Support Lead for the IT-AMS platform support and user engagement team. 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 problems through data analytics, innovative solutions, and program management. Our multidisciplinary approach combines domain expertise, research, evaluation, technology, organizational development, and a passion for change. **About the Role** As our HelpDesk/Customer Support Lead, you will be 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. Your primary focus will be on program management, user engagement, and enhancing the overall user experience with the IT-AMS platform. **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 OHS stakeholders * Perform these and other reasonable tasks as assigned by management in support of blithequark's goals and objectives **What You Bring to the Table** * Bachelor's degree in Information Systems, Business, Customer Experience, or 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 * Experience contributing to system training or user onboarding processes is preferred * Familiarity with federal digital service standards and experience supporting FISMA-compliant systems is a plus * 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 believe in investing in our employees' growth and development. As our HelpDesk/Customer Support Lead, you will have opportunities to: * Develop your leadership skills and manage a high-performing team * Collaborate with cross-functional teams to drive process improvements and enhance user experiences * Stay up-to-date with the latest industry trends and best practices through training and professional development opportunities * Contribute to the development of our IT-AMS platform and support processes **Work Environment and Company Culture** Blithequark is a remote-friendly organization that values flexibility and work-life balance. As our HelpDesk/Customer Support Lead, you will be expected to work remotely with occasional travel to Washington, DC. Our company culture is built on the African philosophy of Ubuntu ("I am because we are"), which emphasizes the importance of collaboration, teamwork, and mutual respect. **Compensation, Perks, and Benefits** We offer a competitive total compensation package that includes a base salary between $115,000 and $150,000, plus a generous benefits package. Our benefits include heavily subsidized medical, dental, and vision coverage, a fully vested 401(k) plan with company match, company-paid life and disability insurance plans, paid family leave, and a generous paid time off policy. **How to Apply** If you are a motivated and experienced customer support professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you are the ideal candidate for this role. We look forward to hearing from you! **About the Project** The Office of Head Start (OHS), within the Administration for Children and Families (ACF), has initiated a critical effort to modernize and sustain its Aligned Monitoring System 2.0 (IT-AMS) — a centralized digital platform that enables comprehensive oversight of Head Start and Early Head Start grant recipients across the United States and territories. This initiative supports OHS’s mandate to ensure grantee compliance, performance, and responsible stewardship of federal funds through approximately 1,600–2,000 reviews annually. Through this contract, blithequark will provide a full suite of digital services, including OHS technology integration, ongoing system maintenance and enhancement, and technology-related service and support. These efforts will ensure that IT-AMS remains secure, scalable, and responsive to evolving program needs. Leveraging agile and user-centered design principles, the project aims to enhance interoperability with other OHS systems, deliver robust data analytics and dashboards, improve user experience, and provide help desk and training support for diverse stakeholders. **Equal Opportunity Employer** 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. Blithequark will 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 in accordance with Section 503 of the Rehabilitation Act of 1973, as amended, and the Vietnam Era Veterans Readjustment Assistance Act of 1974, which require affirmative action to ensure equal opportunity in all aspects of employment. Apply for this job