At arenaflex, 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. We believe complex issues are best solved through collaboration, and as a result, we employ a multidisciplinary approach that combines domain expertise, research, evaluation, technology, organizational development, and a passion for change.
**About the Role:**
The HelpDesk/Customer Support Lead is 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 OHS stakeholders
- Perform these and other reasonable tasks as assigned by management in support of arenaflex's 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!
- 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 arenaflex, we believe in investing in our employees' growth and development. As a HelpDesk/Customer Support Lead, you will have opportunities to:
- Develop your leadership skills by managing a multi-tiered support team
- Enhance your technical skills by working with digital platforms and enterprise systems
- Improve your analytical and problem-solving skills by analyzing support trends and user feedback
- Expand your knowledge of accessibility requirements and customer service delivery to diverse user groups
- Collaborate with product managers, designers, and developers to escalate and resolve system-related issues
- Participate in training and development programs to enhance your skills and knowledge
**Work Environment and Company Culture:**
arenaflex is a remote-friendly company that values flexibility and work-life balance. As a HelpDesk/Customer Support Lead, you will work from home or a remote location, with occasional travel to Washington, DC. We support and encourage a strong staff community, leveraging virtual communication tools and collaborative work practices. Our company culture is built on the African philosophy of Ubuntu ("I am because we are"), which influences our leadership and interactions.
**Compensation, Perks, and Benefits:**
arenaflex offers a competitive total compensation package that includes 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
**How to Apply:**
If you are a motivated and experienced professional looking for a new challenge, please submit your application through our website. We look forward to hearing from you!
**Equal Opportunity Employer:**
arenaflex 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. arenaflex 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. arenaflex 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
[email protected].
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