Site Lead - LMS Support

Position Summary: The Site Lead serves as the designated Key Personnel and primary point of contact for the Command and General Staff College (CGSC) Learning Management System (LMS) Support contract. This individual holds full authority to act on behalf of the Contractor for all daily operational matters and is ultimately responsible for the performance of the work, SLA compliance, and team leadership. The Site Lead ensures seamless Help Desk operations within the ASU Ecosystem (utilizing Canvas and Salesforce) and oversees all documentation, training coordination, and security compliance.

Mandatory Qualifications:

• Must possess a minimum of five (5) years of experience working with Canvas systems.
• Must possess a minimum of five (5) years of experience leading small teams.
• Must be a United States citizen to access the Fort Leavenworth NIPRNET.
• Must successfully pass and maintain a favorable Tier 1 (T1) suitability check for the life of the contract.
• Must be eligible to obtain and maintain a DoD Common Access Card (CAC).

Working Hours:

Must be available on-site during the Government's identified Core Hours of 0800 to 1500 (local time), Monday through Friday, excluding U.S. federal holidays.

Responsibilities:

Operational Leadership & Contract Management

• Exercise full authority to act for the Contractor on all contract matters relating to the daily operation of the contract.
• Ensure the uninterrupted performance of all tasks defined within the PWS and maintain an adequate, cross-trained workforce.
• Attend all post-award conferences, quarterly In-Progress Reviews (IPRs), and unscheduled meetings requested by the Government to provide effective communication and performance updates.
• Inform the Contracting Officer's Representative (COR) of any issues or potential issues affecting performance within 8 working hours of discovery, followed by a written report within 3 business days.

Help Desk SLA Management (Canvas & Salesforce)

• Oversee the ASU Ecosystem ticketing process to ensure 100% of all incoming requests are received and input into the system within four hours.
• Manage team workflows to guarantee that 98% of all tickets are addressed and resolved within three business days.
• Manage ticket prioritization accurately, ensuring Course Director Administrative Support tickets are treated as the highest priority , and elevating Student/Administrative tickets to medium or high priority when users are blocked from system resources or grades.
• Serve as the escalation point for complex tickets, ensuring that tickets requiring extended remediation (or escalation to ASU via vendor ticketing) are thoroughly logged.
• Ensure users and the COR receive weekly status updates regarding the delay and expected completion timeframes for unresolved tickets.

Documentation, Reporting, & Quality Control

• Oversee the development, annual review, and maintenance of the Continuity of Operations Plan (COOP) and Help Desk Standard Operating Procedures (SOPs).
• Ensure that updates to all task documentation are submitted to the COR for explicit approval prior to publication.
• Generate and submit Monthly Reports detailing ticket statistics, opened/closed rates, outstanding tickets, and ticketing trends, maintaining a minimum 90% compliance rate for report submissions.
• Maintain the Initial Installation Pass Log and CAC log, providing updates to the COR within 5 days of any personnel changes.

Training Coordination

• Coordinate directly with the COR to establish specific dates, times, and locations for mandatory quarterly instructor-led training sessions for CGSC Staff and Faculty.
• Ensure 100% of scheduled trainings are conducted each quarter, and reschedule any missed trainings in conjunction with the COR within three (3) days.
• Ensure all training materials and user manuals are updated electronically at least every three months and made available to CGSC personnel following any training event.
• Security & Compliance
• Ensure all team members complete required mandatory training within 30 calendar days of employment, including Anti-Terrorism (AT) Level I, OPSEC Level I, iWATCH, Information Assurance (IA) Cyber Awareness, and Counterintelligence Awareness and Reporting (CIAR).
• Submit all training certificates of completion to the COR within 3 business days of employee completion.
• Ensure all deliverables, help desk support, and training materials comply with Section 508 accessibility requirements.

ASSYST Benefits:

We are proud to offer a robust benefits package including medical, dental, vision, 401(k) retirement plan, disability insurance, flexible spending accounts and more in order for our employees to maintain a secure work/life balance.

ASSYST is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law