Help Desk Lead – Secret
Job Description:
- Provide daily supervision, direction, and guidance to contract personnel responsible for remote-access user support and training.
- Organize, direct, and monitor the work of qualified personnel to ensure efficient and effective help desk coverage and support operations.
- Schedule personnel rotations to maintain appropriate staffing levels.
- Collaborate with cross-functional teams to resolve user issues and provide timely solutions.
- Develop and implement standard operating procedures (SOPs) for the help desk team.
- Conduct regular performance evaluations and provide feedback to the team members.
- Ensure compliance with service level agreements (SLAs) and key performance indicators (KPIs).
- Identify training needs and coordinate training sessions for help desk staff.
- Stay updated with the latest trends and technologies in help desk management and support.
Requirements:
- US Citizen, Secret Clearance.
- Minimum of three (3) years DoD experience supporting and managing large, complex DoD ERP/accounting systems utilizing DAI and Oracle Federal Financials.
- Minimum of three (3) years managing DAI Helpdesk Tier 1 technical and financial operations.
- Strong knowledge and experience with Oracle Federal Financials modules, including Budget to Report, Cost Accounting, Procure to Pay, Oracle Time and Labor, OBIEE, User Management (UMX), and Order to Cash.
- Excellent leadership and managerial skills with the ability to supervise and motivate a team effectively.
- Proven experience in providing remote-access user support and training.
- Ability to prioritize tasks and work under pressure in a fast-paced environment.
- Exceptional problem-solving and analytical abilities.
- Excellent verbal and written communication skills.
- Relevant certifications in Oracle ERP.
Benefits:
- Family Health Care (54% cost covered for the entire family)
- Family Dental (54% cost covered for the entire family)
- Family Vision (54% cost covered for the entire family)
- Flexible Spending Account
- Overutilization bonuses for Time and Materials (T&M) contracts
- Lifetime Event Bonuses (e.g., child, marriage)
- Profit-sharing arrangement for any work brought into the company
- Unlimited Leave with Approval
- 401k 100% employer match on first 4% invested
- $1,000 training budget