BCT HelpDeskCustomer Support Lead Head Start IT-AMS Platform
BCT HelpDeskCustomer Support Lead Head Start IT-AMS Platform
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Job Description
About BCT:
We harness the power of expertise and innovation to solve complex social problems transform lives and create lasting change.
BCT is a management consulting firm that tackles complex social problems through data analytics innovative solutions and program management. We believe complex issues are best solved through collaboration. As a result we employ a multidisciplinary approach that combines domain expertise research evaluation technology organizational development and a passion for change.
To learn more about how we live our values of Ubuntu (I am because we are) and our mission go to our website and follow us on social media.
About the Role:
The HelpDesk/Customer Support Lead is responsible for leading the daytoday operations of the ITAMS support functions ensuring prompt effective and highquality assistance to federal staff reviewers and grantees using the ITAligned Monitoring System(AMS) platform. This role manages a multitiered 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. This position focuses on program management user engagement and enhancing the overall user experience with the ITAMS platform.
Scroll down for more details About this Project.
How You Contribute to the Team:
Oversee daily operations of the ITAMS Help Desk including Tier 13 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 selfservice
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 systemrelated 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 BCTs goals and objectives.
What You Bring to the Table:
As no individual candidate meets every qualification we encourage candidates who meet most of these requirements to apply!
Bachelors 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 multitiered help desk teams or program support functions
Experience supporting digital platforms or enterprise systems in a federal or publicsector environment
Familiarity with service desk software (e.g. Jira Service Management Zendesk Freshdesk) and CRM tools
Strong analytical and problemsolving 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 FISMAcompliant 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 desirable.
Experience with video meetings/conferencing (e.g. Zoom Adobe MS Teams).
Ability to adapt quickly to new applications.
There are multiple factors considered in determining final pay for a position including but not limited to relevant work experience skills certifications and competencies that align to the specified role geographic location education and certifications as well as contract provisions regarding labor categories that are specific to the position.
BCT offers a competitive total compensation package that for this position includes a base salary between $115000 and $150000 along with a generous benefits package. BCTs 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 and a generous paid time off policy.
This is a remote position that is expected to require regular travel to Washington DC; therefore ideal candidates will be located in the DC Maryland and Virginia area. Though we do have staff in all four time zones BCT Partners works primarily on Eastern Time. We support and encourage a strong staff community leveraging virtual communication tools and collaborative work practices. The African philosophy of Ubuntu (I am because we are) is an overarching value that influences our leadership and interactions.
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 (ITAMS) 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 OHSs mandate to ensure grantee compliance performance and responsible stewardship of federal funds through approximatelyreviews annually.
Through this contract BCT Partners will provide a full suite of digital services including OHS technology integration ongoing system maintenance and enhancement and technologyrelated service and support. These efforts will ensure that ITAMS remains secure scalable and responsive to evolving program needs. Leveraging agile and usercentered 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. Together these services will empower OHS staff to make datainformed decisions identify risks streamline monitoring workflows and improve outcomes for Head Start children and families.
Beware of fraudulent job postings using BCT Partners name & logo. Legitimate BCT communication will only come from bctpartners or emails not free commercial services like Gmail or WhatsApp. BCT Partners will never request paymentrelated details or advancement of money during the application process. All open BCT jobs are easily accessible via our website Careers page which includes a link to our open jobs list and job application system. If in doubt about any position or potential offer please follow up with our team: If you receive suspicious emails from someone posing as BCT Partners that ask for payment or personal information contact us immediately at If you believe you are the victim of a scam contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.
BCT Partners 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. BCT 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. BCT Partners does not discriminate on the basis of national origin or citizenship status as provided under the Immigration Reform and Control Act of 1986. If you are interested in applying and require special assistance or accommodations due to a disability please contact Human Resources at
Required Experience:
Senior IC
Employment Type
Remote
Company Industry
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