Position: Helpdesk Manager
Location: Remote San Diego, California
Labor Category: Helpdesk Manager leads DAI helpdesk operations
Program: Naval Special Warfare (NSW) DAI Helpdesk, Accounting and Financial Management Support Services
Work Arrangement: Remote support with potential return-to-office requirements if directed by the Government
Travel: Occasional CONUS travel may be required.
Contract Summary
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.
Position Summary
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.
Required Education
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.
Schedule
Monday through Friday during standard Government business hours.
Support may be required across multiple U.S. time zones.
QualificationsPrimary Responsibilities
- 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.
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