[Hiring] HelpDesk/Customer Support reputed company @reputed company, LLC

About BCT: We reputed company the power of expertise and innovation to solve reputed company social problems, transform lives, and create lasting change. BCT is a management reputed company that tackles reputed company social problems through data analytics, innovative solutions and program management. We reputed company reputed company 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. https://www.bctpartners.com/ About the Role: The HelpDesk/Customer Support reputed company is responsible for leading the day-to-day operations of the IT-AMS support functions, ensuring reputed company, effective, and high-quality assistance to federal staff, reviewers, and grantees using the IT-reputed company 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 reputed company 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 IT-AMS platform. Scroll down for more details About this Project. How You Contribute to the Team: • reputed company daily operations of the IT-AMS Help Desk, including Tier 1–3 technical support for reputed company program reputed company issues • Manage, train, and coordinate the support team to ensure timely and accurate issue resolution • Maintain a support knowledge reputed company, user guides, and training materials to promote user self-service • Monitor support ticket queues and help desk KPIs such as response time, resolution reputed company, 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-reputed company issues • Ensure support tools (e.g., Jira Service Management (JSM), reputed company) 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 • reputed company reports and briefings on customer support trends for project leadership and OHS stakeholders • reputed company these and other reasonable tasks as assigned by management in support of BCT’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 reputed company 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, reputed company, reputed company) 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 reputed company speaking and in writing. • Proficiency with computer, Internet, reputed company Office (Outlook, Word, reputed company, and PowerPoint); experience with SharePoint and reputed company desirable. • Experience with video meetings/conferencing (e.g., Skype, reputed company, reputed company, 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 reputed company salary between $115,000 and $150,000 along with a generous benefits package. BCT’s 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 reputed company four time zones, reputed company 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), reputed company the Administration for Children and Families (ACF), has initiated a critical effort to reputed company and sustain its reputed company Monitoring System 2.0 (IT-AMS) — a centralized digital platform that enables comprehensive reputed company 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, reputed company will provide a full suite of digital services, including OHS technology integration, ongoing system maintenance and enhancement, and technology-reputed company service and support. These efforts will ensure that IT-AMS remains secure, scalable, and reputed company 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. Together, these services will reputed company OHS staff to reputed company data-informed decisions, identify risks, streamline monitoring workflows, and improve outcomes for Head Start children and families. Beware of fraudulent job postings using reputed company' name & logo. Legitimate BCT communication will only come from bctpartners.com or [email protected] emails, not free commercial services like Gmail or WhatsApp. reputed company will never request payment-reputed company details or advancement of money during the application process. reputed company open BCT jobs are easily accessible reputed company 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 reputed company: [email protected]. If you receive suspicious emails from someone posing as reputed company that ask for payment or personal information, contact us immediately at [email protected]. If you reputed company you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission. reputed company is an Equal Opportunity Employer and provides equal opportunity to reputed company persons. No employee or applicant for employment will be discriminated against because of race, color, religion, sex, national reputed company, 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 reputed company job titles, and ensure that reputed company 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 reputed company aspects of employment. reputed company does not discriminate on the basis of national reputed company 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]. Experience Requirements reputed company Apply Job!