Help Desk Manager Oracle Federal Space

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

Bachelor’s degree in: Accounting, Finance, Business Administration, Information Systems, Management or related disciplines., * 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.

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, * No active security clearance required.
• Must qualify for Government access.
• CAC eligibility required.
• Background investigation may be required., * Bachelor’s (Preferred)

Experience:

• DoD programs: 5 years (Preferred)
• Supporting DAI financial operations: 7 years (Preferred)
• Oracle Federal Financial Systems: 5 years (Preferred)
• Supervising technical teams: 5 years (Preferred)
• Supporting federal financial operations: 5 years (Preferred)
• Dashboard development: 5 years (Preferred)
• OAS/BI Reporting: 5 years (Preferred)
• Defense Agencies Initiative (DAI): 5 years (Preferred)
• Service Desk Management: 5 years (Preferred)
• Federal ERP modernization: 5 years (Preferred)

4.14.1 out of 5 stars Remote Up to $130,000 a year - Full-time, Pulled from the full job description

• Referral program
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance