Help Desk Manager

Opexus

6d • Remote

About The Position

As the GLAAS Help Desk Manager, you ll lead the USAID Global Acquisition and Assistance System (GLAAS) Tier 2 Solution Center. Your mission is to ensure smooth procurement-related support for USAID end-users, enabling the commitment and obligation of tens of billions of dollars annually. You ll guide the Access and Configuration teams, resolve functional and policy issues quickly, and deliver clear, actionable performance insights to Agency leadership. OPEXUS, a leader in government process management software, and Casepoint, a top provider of data discovery technology for litigation, investigations, and compliance, merged in January 2025, with a majority investment from Thoma Bravo. The merger combines OPEXUS' expertise in government process management and Casepoint's advanced data discovery technology to create a scalable platform that meets growing demands for efficient, secure data management in the public and regulated sectors. This collaboration enhances workflows for government and enterprise clients, focusing on data discovery, litigation, and compliance.

Requirements

• Proven experience managing help desk or solution center operations in a complex enterprise environment.
• Deep knowledge of the USAID Global Acquisition and Assistance System (GLAAS), including hands-on experience with access, configuration, and troubleshooting.
• Ability to analyze and resolve functional and policy issues quickly and effectively.
• Strong leadership and team management skills with a focus on service excellence.
• Excellent communication and collaboration skills for working with technical teams and senior leadership.
• Proficiency in interpreting data and creating clear, actionable reports.
• A proactive mindset for identifying process improvements and implementing best practices.

Responsibilities

• Lead and manage Tier 2 operations, ensuring high-quality support and team performance.
• Oversee GLAAS access and configuration processes to support the full procurement lifecycle.
• Collaborate with GLAAS leadership to troubleshoot and resolve functional and policy issues promptly.
• Monitor and analyze system performance, providing weekly and monthly reports to Agency management.
• Drive process improvements to enhance efficiency and user experience.
• Serve as a key point of escalation for complex technical or policy-related inquiries.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed