Sustainment Operations Manager / Must Possess a Security Clearance

Job Description

Benefits:

401(k)

Dental insurance

Health insurance

Training & development

Vision insurance

Serve as the primary liaison between the IPPS-A Tier 1 and Tier 2 Help Desks and the IPPS-A Product Support Division regarding the operations and maintenance of the IPPS-A system platform.

Monitors help desk activities to include the identification, prioritization, and resolution of end user help requests.

Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.

Design and enforce request handling and escalation policies and procedures.

Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.

Track and analyze trends in Help Desk requests and generate statistical reports. Assist in the development, implementation, and administration of help desk staff training procedures and policies.

Coordinate break fixes action, engineering change requests and authorized service interruptions at the Tier 1/2 level, to include but not limited to installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

Flexible work from home options available.

Full-time