I9 Help Desk Manager

Job Description

About the Role:

Fragomen’s Help Desk Manager position will provide you with the opportunity to make an immediate impact on our business, as well as offering training, development, and long-term growth opportunities. Providing world class client service and industry leading technology solutions, to support our clients.

As a subject matter expert (SME) in I-9 Employment Eligibility, E-Verify, and Fragomen’s WorkRight US I-9 technology. You will work in an exciting, dynamic, and challenging atmosphere with people who are passionate about Fragomen, and our technology solutions.

Fragomen’s WorkRight US I-9 technology is the first and preeminent I-9 SaaS and fully managed solution in the industry.  Our product is continuously updated and optimized to be flexible and allow clients automate, streamline, and improve the compliance of their I-9 programs.  In this opportunity, you will work with a group of smart, motivated, and diverse individuals to learn new skills and gain knowledge surrounding I-9 management and compliance. 

How will you make a difference as a Help Desk at Fragomen? 

• Act as a supervisor to the Help Desk/Managed Services team
• Ensure new employees are properly trained and directly or indirectly supervise staff, providing mentoring, coaching, and performance management.
• Collaborate with the WorkRight US I-9 leadership team to continuously aspire to offer a superior product and service to our clients.
• Demonstrate excellence in managing escalated complex I-9 cases and ensuring team's work output is accurate and timely by prioritizing cases and monitoring workload.
• Provide direction to the team using extensive knowledge of I-9 processing and I-9 case matters.
• Serve as a liaison between the Fragomen Help Desk team, WorkRight internal teams, and the client.
• Strengthen and maintain strong relationships with key stakeholders in client accounts, contribute to client meetings and assist with the successful delivery of the team’s output of work.
• Proactively address client escalations, lead high touch calls, and provide accurate and relevant client service metrics when needed.
• Perform a wide range of varied case related duties requiring specialized knowledge and skills in I-9 processing.
• Collaborate with extended team to perform intake of I-9s, reports management and troubleshooting issues.
• Communicate regularly with clients and employees regarding I-9 procedural and processing issues.
• Oversee and manage status of I-9 cases through utilization of our ServiceNow case management system.
• Be fluent with I-9 management and other reporting tools and technologies used to manage data and information.
• Engage, collaborate, and share knowledge with teams locally and regionally to ensure best practices.
• Ensure self and team follow documented firm standards and policy to mitigate risk and ensure regulatory, operational and client compliance (e.g., complete mandatory training such as Data Privacy, follow Client Protocols, etc.).

Leverage your valuable skills and experience to make an impact at Fragomen:

• Bachelor’s degree preferred
• At least 7 years of experience within the I-9- space
• Supervisory or managerial experience
• Possess strong knowledge of I-9 procedural requirements and client processes.
• A client service mindset, attention to detail and desire to achieve a high level of productivity
• Experience using various computer systems, including Microsoft suite, ServiceNow, etc.
• Ability to multi-task in a fast-paced environment with competing demands
• Excellent written and verbal communication skills, including the ability to proofread documents, draft fluent prose, and avoid grammatical mistakes without the aid of AI engines
• Ability to contribute to positive work environment, effectively collaborate and promote teamwork

All offers and/or employment contracts are contingent upon the successful completion of the Firm’s pre-employment screening process. This process may include verifying the candidate’s identity, confirming legal authorization to work in the offered position’s location, and conducting a comprehensive background check, where permitted by local regulations. We use limited AI‑assisted tools for administrative screening purposes only - never for decision‑making. All hiring decisions are made by people. Applicants may have rights to information and explanations regarding the use of such tools, or request human review, as required by applicable regional laws.