Support Center Manager with Security Clearance

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Job description

We are seeking an experienced Support Center Manager to join our team. As Support Center Manager, you will be responsible for ensuring the successful planning, staffing, and delivery of our Helpdesk Team. Your role will involve overseeing the scheduling of a high importance, 24x7x365 system, conducting risk assessment, and process improvement initiatives to ensure the highest level of product delivery and customer satisfaction. Specific Responsibilities: •Oversee a critical 24x7x365 Helpdesk team supporting a critical system in the defense of our homeland. •Manage operations across two geographic locations with different time zones. •Develop and implement processes and improvement strategies to enhance the performance of the helpdesk. •Lead and mentor Tier 1 and Tier 2 support teams, working closely with a variety of different systems and technologies. •Conduct regular performance reviews and provide constructive feedback. •Establish a culture of perpetual improvements, transparent communication, and foster an environment appropriate with the right balance of expectations and high-performance. •Maintain documentation of data loads, configurations, root-cause analysis, reports and escalations, risks, and others as needed. •Ensure the team is equipped with the right skills and tools. •Directly oversee the incident management process, working with other team/shift leads. •Develop and implement a training and improvement plan for the team, allowing career development. •Lead the team during critical incidents and emergencies; create and follow an incident response plan. •Conduct regular audits and compliance checks. •Provide insights and recommendations using data-driven decisions. Requirements: •Bachelor's degree: additional experience would be considered in lieu of degree. •12+ years of experience managing a helpdesk, or in a related role. •An active Secret Clearance is required. •Candidate must be located around the Annapolis Junction, MD area. The work is fully on-site. Limited amounts of telework may be available, subject to approval. •The system is a 24x7x365 system. The team will be on a shift-work schedule. Must be available to be on-call to respond to emergencies. •Desired: Certified in ITIL V4 Foundation or ITIL V4 MP

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