Help Desk Manager

Title: GLAAS Help Desk Manager

Department: USAID IT Services

Reports To: Deputy Program Manager

Work Location & Flexibility: We are headquartered in Washington, D.C., and this role is eligible for remote work from the following states: AR, AZ, CA, CO, CT, DC, DE, FL, GA, IL, IN, KS, KY, LA, MA, MD, MI, MN, NC, NH, NJ, NM, NV, NY, OH, OK, OR, PA, TX, VA, WA, WI, WV, WY. If you live outside these states, unfortunately we're not able to consider your application at this time.

Role Summary:

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.

What You'll Do (Key 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 You Bring to the Team:

• 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.

About Casepoint:

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.

The Washington Post, which named OPEXUS + Casepoint as the best place to work, solidifies the company's commitment to fostering a supportive, innovative, and inclusive work environment. Our dedicated team has created a culture grounded by our shared values that encourage everyone to speak up, join in, and celebrate together. From our hybrid work schedules to our prime downtown D.C. location, working at OPEXUS + Casepoint offers the best of all worlds.

OPEXUS + Casepoint is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.