Senior IT Engineer addressing customer queries and resolving various technical issues at New Charter Technologies. Mentoring helpdesk technicians and overseeing multiple client environments.
About the role
- Help Desk Manager leading USAID's GLAAS Tier 2 Support operations. Ensuring procurement-related support and analyzing system performance in a remote work setting.
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.
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.
Benefits
- Health insurance
- Flexible work arrangements
- Professional development
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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