HII ยท 6 days ago
Mgr Help Desk Customer Suppt 2
Fairfax, VA
Full-time
Onsite
Mid, Senior Level
$102K/yr - $120K/yr
10+ years expHII's Mission Technologies division is seeking a Help Desk Customer Support Manager to oversee the DSS PASS Helpdesk contract in Fairfax, VA. The role involves managing a team for IT engineering projects, ensuring high-quality delivery, and coordinating customer support while adhering to project management methodologies.
Health CarePublic Safety
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Project Leadership: Oversee complex IT engineering projects including seven (7) days of customer helpdesk support with a team consisting of up to 25 members with different skill levels; Manage day-to-day Service Desk operations
Strategic Planning: Define project scope, objectives, resource needs, and talent acquisition by collaborating with key stakeholders for technical feasibility and customer support; Determine project responsibilities by identifying project phases, resource requirements, and other necessary elements
Task Management: Break down project phases, assign responsibilities, and develop efficient schedules to optimize staffing and available resources; Ensure project management methodologies used are in line with organizational processes
Documentation: Define, generate, review and update various project documentations
Execution & Coordination: Monitor progress, proactively resolve challenges, and facilitate cross-disciplinary collaboration for cohesive results; Coordinate amongst various teams in different engineering disciplines to present a unified, integrated product to project stakeholders
Reporting & Analysis: Generate comprehensive status reports, analyze trends, defects, and provide strategic recommendations to drive success
Risk & Budget Management: Conduct risk assessments, implement mitigation strategies, and ensure budget adherence through staffing, and financial analysis by maintaining customer expectations; Meet budgetary objectives and adjusting project constraints based upon financial and resource analysis
Process Optimization: Align project methodologies with best practices, industry standards including CMMI, and organizational goals; Assess project and process issues and develops resolutions to meet productivity, quality, and client-satisfaction goals and objectives
Team Leadership: Guide helpdesk/project engineers, oversee subcontractor performance, and manage third-party installation efforts
Continuous Improvement: Stay informed on emerging industry best practices and advancements to enhance project execution and innovation
Qualification
Required
6 years relevant progressive experience with Bachelors in related field; 4 years relevant progressive experience with Masters in related field; or High School Diploma or equivalent and 10 years relevant progressive experience
Client requirements: Bachelor's degree in Engineering, Information Technology, Computer Science or equivalent degree and 10-15 years of experience
3-5 years of experience in managing complex IT engineering projects
Technical proficiency with understanding of IT concepts and technologies
Experience using any of the following Project Management tools: Confluence, JIRA, MS Project, MS Visio, MS Office products, ServiceNow or similar tools
Strong understanding of Project Management methodologies (Agile, Hybrid & Waterfall)
Familiarity with government contracting environments
Exceptional organizational skills, attention to detail, strong problem-solving and analytical abilities
Proven track record in leading cross-functional teams across the full project lifecycle
Experience in managing project plans, budgeting, scheduling, risk management, subcontractor/vendor management, and reporting
Able to support schedule flexibility if needed in support of help desk operations work schedule
Must be able to obtain and maintain a USPS Sensitive Clearance
Must be a U.S. Citizen or Green Card holder and have been living in the U.S. for at least the last five years
Must not have traveled outside of the United States for more than 180 days in the last five years
All candidates will be subject to a pre-employment background investigation and drug screening per HII and/or client requirements
Preferred
Current experience supervising and leading a team of Help Desk support staff
Recent experience overseeing the use and optimization of IT service management (ITSM) tools and ticketing systems
Relevant IT or Project Management certification, such as PMP or ITIL
Benefits
Best-in-class medical, dental and vision plan choices
Wellness resources
Employee assistance programs
Savings Plan Options (401(k))
Financial planning tools
Life insurance
Employee discounts
Paid holidays
Paid time off
Tuition reimbursement
Early childhood and post-secondary education scholarships
Bonus/other non-recurrent compensation is occasionally offered for qualified positions
Company
HII
HII is committed to delivering capabilities of exceptional quality and safety to our customers, and to the safety, health and welfare.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Julia Evans
Sr. HR Business Partner 4
Mark Davis
Chief Operations Officer for the Associate Laboratory Director, Weapons Production , LANL
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