Sr Manager, End User Svcs

Company Overview

General Dynamics Ordnance and Tactical Systems (OTS) is a global leader in the design, engineering and production of munitions, energetics, weapons, armaments, and missile subsystems around the world. OTS empowers the U.S. military and its allies with an extensive range of overarching product segments applied across all levels of strategic and tactical operations, providing a cutting-edge advantage to our warfighters. Our Ethos of Honesty, Trust, Transparency, and Alignment, are the guiding principles that form the foundation of everything we do. Integrity is paramount, innovation fuels our passion, customer satisfaction is at the core of our mission, and collaboration is key to our success - fostering a culture of teamwork and mutual respect among employees, partners, and stakeholders. Whether you're just starting out on your career journey or are an experienced professional, we offer a robust total rewards package that goes above and beyond with compensation; healthcare, wellness, retirement, and work/life benefits that include career development and recognition programs. If who we are and what we do resonates with you, we invite you to join our high-performance team!

Job Summary

Oversee enterprise Service Desk operations | ITSM system administration, analytics & reporting | technician management | and software/hardware asset management. Leads EUS process improvements | manages CSAT feedback programs | drives EUS enterprise project strategy, planning and delivery requiring strong technical project management experience. Collaborates with vendors, network, infrastructure, and application teams.

Impact of the Role

General Profile

• Manages professional employees and/or supervisors
• Must have at least one professional expert or one supervisor as a direct report
• Has accountability for the performance and results of a team within own area of specialty
• Adapts departmental plans and priorities to address resource and operational challenges
• Decisions and problem solving are guided by policies, procedures and department plan; receives guidance from manager
• Provides technical guidance to employees, colleagues and/or customers
• Consistent exercise of discretion & judgment

Essential Functions

• Manages all aspects of an organization's technical help desk.
• Provides mentoring and leadership to the team.
• Develops and optimizes processes to achieve service level requirements and performance goals.
• Establishes policies and procedures that produce high-quality service to internal customers.
• Identifies and implements help desk systems and tools to identify, document, track, and resolve reported problems.
• Reviews key metrics to analyze the help desk performance and identify problem areas.
• Manages resource planning and decision-making.
• Aligns help desk activities, strategies and initiatives to support and enhance the objectives of the organization.
• Collaborate with & train technical teams to ensure accurate ticket categorization and resolution.
• Leads and directs the work of other employees and has responsibility for personnel actions including hiring, performance management, and termination with concurrence from HR & General Managers.

Required Qualifications

• Required education and experience: Associate's Degree and 7-8 years' experience OR Equivalent Combination of Relevant Education &/or Experience
• Critical professional related technical skills; computer skills: Proficient in Microsoft Office (Excel, Word, PowerPoint)

Preferred Qualifications

• Preferred education and experience: Bachelor's Degree
• Discipline/Major: Business or IT preferred
• Knowledge, skills & abilities: Technical Project Management Help Desk Management Issue Resolution Process Optimization Solution Delivery Upgrades Management Vendor Management Performance Metrics IT Help Desk Software

Physical Requirements

• Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.
• Work primarily in a climate-controlled environment with minimal safety/health hazard potential.

Travel Requirements

Up to 25% travel likely.

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The above statements describe the general nature and level of work only. The statements do not represent an exhaustive list of required responsibilities and skills. Other duties may be added or this job description may be amended at any time. This job description does not alter an employee's at-will employment status or create an employment agreement or contract, implied or otherwise.