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

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