As a Help Desk Manager (Google Analytics), you’ll Manage day-to-day operations for the customer service and helpdesk functions, supporting 2,500 + users with timely and holistic responses. You will also assist the DAP program manager in continuous monitoring of DAP data quality and Web analytics reporting across the federal government and federal agencies. 

We know that you can’t have great technology services without amazing people. At MetroStar, we are obsessed with our people and have led a two-decade legacy of building the best and brightest teams. Because we know our future relies on our deep understanding and relentless focus on our people, we live by our mission: A passion for our people. Value for our customers. 

If you think you can see yourself delivering our mission and pursuing our goals with us, then check out the job description below! 

What you’ll do: 

• Helpdesk Operations: Manage day-to-day operations of the helpdesk, serving as the first point of contact for user registrations, training resources, website implementation instructions, debugging, and troubleshooting
• Technical Expertise: Maintain and enhance Google analytics services, leveraging your background in this area to improve our offerings.
• Foster a culture of helpfulness, ensuring all interactions are conducted with a focus on assisting users and improving their experience.
• Issue Resolution: Investigate and troubleshoot customer-reported issues, collaborating with cross-functional teams when necessary to resolve complex problems.
• Education and Training: Conduct training sessions and create educational materials (tutorials, guides, FAQs) to empower customers in maximizing their usage of Google Analytics tools.
• Feedback Collection & Documentation: Gather customer feedback, suggestions, and pain points in monthly reports to convey valuable insights, record customer satisfaction, and escalate technical issues, and resolutions.

What you’ll need to succeed: 

• Proficiency in Google Analytics and related tools.
• Experience with data analysis and interpretation.
• Detail-oriented with excellent organizational and strong communication skills with the ability to convey technical information clearly and understandably.
• Prior experience in a customer service or technical support role.
• Problem-solving skills and ability to thrive in a fast-paced, dynamic environment.
• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• Ability to obtain and maintain a Public Trust clearance.

Like we said, we are big fans of our people. That’s why we offer a generous benefits package, professional growth, and valuable time to recharge. Learn more about our company culture code and benefits. Plus, check out our accolades. 

Don’t meet every single requirement?   

Studies have shown that women, people of color and the LGBTQ+ community are less likely to apply to jobs unless they meet every single qualification.  At MetroStar we are dedicated to building a diverse, inclusive, and authentic culture, so, if you’re excited about this role, but your previous experience doesn’t align perfectly with every qualification in the job description, we encourage you to go ahead and apply.  We pride ourselves on making great matches, and you may be the perfect match for this role or another one we have. Best of luck! – The MetroStar People & Culture Team 

What we want you to know: 

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. 

MetroStar Systems is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of MetroStar Systems. 

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“EEO IS THE LAW MetroStar Systems, LLC (MetroStar) invites any employee and/or applicant to review the Company’s Affirmative Action Plan. This plan is available for inspection upon request by emailing [email protected].”