Mgr Help Desk Customer Suppt 2 - 26515

Job Description

Mission Technologies, a division of HII, is seeking a Help Desk Customer Support Manager to support the DSS PASS Helpdesk contract in our Fair Lakes, Fairfax VA location. This multi-faceted role requires being accountable for on-time, on-budget, high-quality delivery, while managing multiple projects with varying levels of business impacts, complexity, and risks. The ideal candidate possesses strong technical expertise, exceptional organizational and analytical skills, with a combination of Project Management experience and an engineering or technical background. If you thrive in a fast-paced setting and can seamlessly juggle complex initiatives, this opportunity is for you.

Essential Job 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.

Minimum Qualifications

• 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.

Client Security Requirements

• 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 Requirements

• Current experience supervising and leading a team of Help Desk support staff.
• Recent expereince 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.