Help Desk Manager

Job Summary

A company is looking for a Help Desk Manager to lead the Tier 2 Solution Center for procurement-related support.

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

Required Qualifications:

• 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)
• Strong leadership and team management skills with a focus on service excellence
• Proficiency in interpreting data and creating clear, actionable reports
• A proactive mindset for identifying process improvements and implementing best practices