Talent Orchard | A Leading Provider of Technical Workforce Solutions

Senior End User Support Manager

Job Title
Senior End User Support Manager
Job ID
27085815
Location
Washington,  DC
Other Location
Description

Senior End User Support Manager

Washington, DC (National Capital Region)

 

Talent Orchard has been contracted by a top tier defense firm to assist with staffing a brand new contract opportunity and we are seeking a Senior End User Support Manager to support the implementation of IT shared services for a large government agency. By establishing a common operating environment (COE) for all departments within the agency, all users will have access to a service catalog with automated service delivery that is implemented with commercial-grade IT practices. The Senior End User Support Manager reports to the Program Manager and provides day-to-day management to meet all technical, schedule, and cost requirements, including the SLAs for service delivery, for the End User Support task.

 

Qualifications/Requirements:

  • Bachelor’s degree in IT related field
  • Minimum 18 years of experience, with at least 10 years of end user support experience in a multi- vendor environment
  • Experience providing end user support for enterprises with at least 10,000 users
  • Managing service delivery to achieve defined SLAs
  • Experience performing supervisory functions such as timely approval for time charging, expense reports, and travel plans; performance coaching and feedback; salary administration; and staffing functions
  • Use of tools and dashboards to track IT costs, service consumption, and performance against plans
  • Knowledge of ITIL
  • Ability to direct a multi-vendor, geographically distributed team providing 24/7 end-user support functions such as service desk, incident management, telephone operations, desk side support, field support, and physical installation/move support
  • Ability to apply knowledge of commercial-grade, common IT services and service delivery management processes to an organization of 10,000 users in locations throughout CONUS
  • Ability to collaborate with Program Management Office team to identify and apply new technologies to implement and maintain user self-help options (e.g. service catalog, knowledge management system, and automated chat features)
  • Ability to identify and implement workflows for automated service delivery with appropriate approvals
  • Capable of communicating with senior executives of the agency, Corporate and multi-vendor team
  • Ability to apply commercial best practices and tools to maintain IT cost tracking, service consumption, and performance against plans
  • Knowledge of Organizational Change Management concepts Education and Experience
  • Must be able to obtain and maintain a Public Trust Clearance and/or a Secret Clearance

 

 

Talent Orchard LLC is an SBA (8A), Economically Disadvantaged Woman-Owned Small Business, and Woman Business Enterprise Certified firm that provides the following services to clients in the commercial and public service sectors:

  •  Human Capital
  •  Professional Services
  •  Accounting/Audit Readiness
  •  Network/Cyber Security & IT Infrastructure
  • Software Development/Engineering

 
Established in 2010, Talent Orchard has an exceptional reputation, providing staffing solutions to time-sensitive, talent scarcity issues to deliver better talent management ROI.  Our specialty lies in the critical area of program talent acquisition and resource management, not in one narrow skillset, but across many areas of technical and functional delivery.


To learn about our other exciting opportunities, please visit our Jobs Page at www.talentorchard.com.

 

@talentorchard #cjpost #endusersupportmanager @DCjobs #ITIL

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