Helpdesk Manager - San Diego CA Remote

P3S Corporation
San Diego, United States of America
14 days ago

Role details

Contract type
Permanent contract
Employment type
Full-time (> 32 hours)
Working hours
Regular working hours
Languages
English
Experience level
Senior
Compensation
$ 140K

Job location

Remote
San Diego, United States of America

Tech stack

Microsoft Excel
Artificial Intelligence
Information Systems
Oracle Applications
Power BI
SharePoint
Oracle Hyperion
Performance Monitor

Job description

The Helpdesk Manager leads DAI helpdesk operations supporting Naval Special Warfare users. This position ensures contractual performance, manages service delivery, oversees ticket resolution, and coordinates contractor personnel., The Helpdesk Manager supervises helpdesk operations supporting DAI users and Government financial personnel. The individual ensures compliance with service level agreements, coordinates issue resolution, manages reporting requirements, and oversees process improvements., * Manage daily helpdesk operations.

  • Supervise contractor personnel.
  • Monitor ticket queues.
  • Ensure SLA compliance.
  • Conduct quality assurance reviews.
  • Develop performance metrics.
  • Support Government meetings.
  • Manage unresolved issues.
  • Coordinate escalation activities.
  • Develop reports and dashboards.
  • Oversee training activities.
  • Implement process improvements.
  • Support automation initiatives.
  • Evaluate AI and RPA opportunities.

Required Technical Skills

  • DAI
  • Oracle Financials
  • SharePoint
  • Microsoft Teams
  • Excel
  • Power BI
  • OAS/BI reporting
  • Dashboard development

Preferred Experience

  • Robotic Process Automation (RPA)
  • Artificial Intelligence tools
  • Process automation
  • Service desk management
  • ITIL concepts
  • Federal ERP modernization

Required Service Levels

  • Ticket acknowledgement within 3 hours.
  • Resolution within 3 business days whenever possible.
  • Weekly unresolved issue reporting.
  • Monthly performance reporting.
  • Weekly status meetings.

Requirements

Bachelor's degree in:

  • Accounting
  • Finance
  • Business Administration
  • Information Systems
  • Management
  • Related discipline

Required Experience

  • Minimum 5 years managing DoD programs.
  • Minimum 7 years supporting DAI financial operations.
  • Experience managing Oracle Federal Financial systems.
  • Experience supervising technical teams.
  • Experience supporting federal financial operations.

Clearance Requirements

  • No active security clearance required.
  • Must qualify for Government access.
  • CAC eligibility required.
  • Background investigation may be required.

Benefits & conditions

4.14.1 out of 5 stars San Diego, CA 92155 Remote $100,000 - $140,000 a year

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