Casepoint · 1 month ago
Help Desk Manager
Washington, DC
Full-time
Hybrid
Mid, Senior Level
$164K/yr - $164K/yrCasepoint is a top provider of data discovery technology for litigation, investigations, and compliance. As the GLAAS Help Desk Manager, you will lead the Tier 2 Solution Center, ensuring high-quality procurement-related support for USAID end-users and driving process improvements for efficiency and user experience.
EdiscoveryInternetLegalSoftware
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
Qualification
Required
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
Hybrid work schedules
Prime downtown D.C. location
Company
Casepoint
Casepoint is a technology company focused on the digital transformation of litigation discovery.
Founded in 2008
501-1000 employees
H1B Sponsorship
Casepoint has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (1)
2023 (2)
2022 (2)
2021 (3)
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Christopher Kruse
Chief Revenue Officer (CRO)
Jen Swensson
Chief Human Resources Officer
Recent News
LegalTech Breakthrough
2025-11-14
bloomberglaw.com
2025-08-04
Company data provided by crunchbase