**Join arenaflex, a management consulting firm that tackles complex social problems through data analytics, innovative solutions, and program management.**
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 believe that complex issues are best solved through collaboration. Our multidisciplinary approach combines domain expertise, research, evaluation, technology, organizational development, and a passion for change.
We are seeking an experienced Full Stack HelpDesk/Customer Support Lead to join our team and lead the day-to-day operations of the IT-AMS support functions. As a key member of our team, you will be responsible for ensuring prompt, effective, and high-quality assistance to federal staff, reviewers, and grantees using the IT-Aligned Monitoring System (AMS) platform.
**About the Role:**
The HelpDesk/Customer Support Lead is a critical role that requires a unique blend of technical expertise, program management skills, and customer service experience. As a Full Stack HelpDesk/Customer Support Lead, you will be responsible for leading a multi-tiered support team and acting 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 arenaflex's goals and objectives.
**What You Bring to the Table:**
As a seasoned professional with a passion for delivering exceptional customer support, you will bring the following skills and experience to our team:
* 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 Full Stack HelpDesk/Customer Support Lead, you will have opportunities to:
* Develop your technical skills and expertise in IT-AMS platform management
* Collaborate with cross-functional teams to drive process improvements and innovation
* Participate in training and development programs to enhance your skills and knowledge
* Contribute to the development of arenaflex's customer support strategy and roadmap
* Work on high-profile projects that impact the lives of millions of people
**Work Environment and Company Culture:**
arenaflex is a remote-friendly company that values flexibility and work-life balance. As a Full Stack HelpDesk/Customer Support Lead, you will have the opportunity to work from home or a remote office location. Our company culture is built on the principles of Ubuntu (“I am because we are”), which emphasizes the importance of collaboration, teamwork, and mutual respect.
**Compensation, Perks, and Benefits:**
arenaflex offers a competitive total compensation package that includes:
* Base salary between $115,000 and $150,000
* Generous benefits package, including 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 generous paid time off policy
* Opportunities for professional growth and development
**How to Apply:**
If you are a seasoned professional with a passion for delivering exceptional customer support, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [
[email protected]](mailto:
[email protected]). 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]](mailto:
[email protected]).
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