BCT – HelpDesk/Customer Support Lead – Head Start IT-AMS Platform

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.     
https://www.bctpartners.com/    

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. This position focuses on program management, user engagement, and enhancing the overall user experience with the IT-AMS platform.  
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How You Contribute to the Team: 

• 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 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 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., 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 $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 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 (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, BCT Partners 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. Together, these services will empower OHS staff to make data-informed decisions, identify risks, streamline monitoring workflows, and improve outcomes for Head Start children and families.