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.
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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