SERVICE DESK MANAGER

Location:

Newport News, Virginia, United States

Date: Nov 25, 2024

Req ID: 39886
Team: T54 TECHNOLOGY SVCS
Entity: Newport News Shipbuilding

US Citizenship Required for this Position: Yes

Full-Time
Shift: 1st
Relocation: No relocation assistance available
Virtual/Telework Opportunity: Yes - Telework available up to 100%

Travel Requirements: No

Clearance Required: No - Clearance Not Required to Start

Salary Range: $118,768.00 to $156,260.00

Meet HII’s Newport News Shipbuilding
With more than 25,000 employees – including third-, fourth- and even fifth-generation shipbuilders – HII’s Newport News Shipbuilding (NNS) division is the largest industrial employer in Virginia. We’re the sole designer, builder and refueler of U.S. Navy nuclear aircraft carriers and one of two providers of U.S. Navy nuclear submarines. Our diverse and innovative team of professionals ranges from skilled trades to project managers, engineers and software developers to solution architects, technical subject matter experts, and system users. Anchored in our rich, 135-year history, we collaborate together at the forefront of technology, manufacturing, and integration of the most powerful and survivable naval ships in the world. Want to be part of the team? Apply today! We look forward to meeting you.

The Role

HII Enterprise Service Desk manager will oversee all aspects of the client facing technical support organization. Responsible for all aspects of the day-to-day operations of the service desk ensuring the timely resolution of technical issues, and providing exceptional customer service to our internal stakeholders.

Responsibilities:
Overseeing day-to-day operations of the Enterprise Service Desk including but, not limited to the following:
•   Performing all management duties for a team of service desk support agents, including scheduling, development, and performance management
•   Ensuring that incidents are addressed in a timely manner, and/or escalating incidents that cannot be resolved within agreed service levels
•   Ensuring that service requests are processed effectively, and meeting customer service level agreements
•   Perform call monitoring of service desk agent calls for quality assurance purposes
•   Overseeing the development and dissemination to service desk agents help sheets, usage guides, and supporting the incorporation of artificial intelligence into the service desk processes
•   Overseeing the development, implementation, and administration of service desk staff training procedures and policies
•   Develop and optimizes processes to achieve service level requirements and performance goals
•   Prepare detailed analyses / metrics; develop daily, weekly and monthly reports to provide feedback to the team, identify problem areas, and share productivity levels with IT leadership.
•   Act as the escalation point and facilitator for severe, critical or unique issues

Must Have

Bachelor's Degree and 6 years of progressive technical experience in research, engineering and design; Master?s Degree and 4 years of relevant experience

One of the following may be used as an equivalent to Bachelor's Degree for Information Technology Related Positions Only:

NNS Apprentice School graduate
Navy Nuclear Power School (NNPS) graduate
Associate's Degree or other formal 2 year program and 2 years of relevant exempt experience or 4 years of relevant non-exempt experience
Military Paygrade E-5 or above military experience
High School/GED and 4 years combined of Manufacturing, Shipbuilding, Trades, Military experience or other relevant exempt experience
High School/GED and 8 years combined of Manufacturing, Shipbuilding, Trades, Military experience or other relevant non-exempt experience

Nice to Have

Basic knowledge of Service Management tools and processes (i.e. Service Now)
•   Knowledge of IT Service Desk best practices
•   Focus on customer service
•   Excellent interpersonal, written and team collaboration skills
•   Relationship building skills - Maintain relationships with vendors, customers and peers for all provided services
•   Excellent team building skills in remote environments
•   Willingness to support mission critical systems
•   Strong leadership skills
•   Focus on Customer Support
•   Willingness to support a 24x7x365 service desk, ensuring regular touchpoints with employees on three shifts

Why HII
We build the world’s most powerful, survivable naval ships and defense technology solutions that safeguard our seas, sky, land, space and cyber. HII’s diverse workforce includes skilled tradespeople; artificial intelligence, machine learning (AI/ML) experts; engineers; technologists; scientists; logistics experts; and business administration professionals.

Recognized as one of America’s top large company employers, we are a values and ethics driven organization that puts people’s safety and well-being first. Regardless of your role or where you serve, at HII, you’ll find a supportive and welcoming environment, competitive benefits, and valuable educational and training programs for continual career growth at every stage of your career.

Working at HII is more than a job - it’s an opportunity to build a future. We offer comprehensive benefits including: medical, prescription drug, dental and vision plan choices, on-site health centers, tele-medicine, wellness resources, employee assistance programs, savings plan options (401K), financial education and planning tools, life insurance, tuition reimbursement, employee discounts, early childhood and post-secondary education scholarships, and more. Some benefits may vary depending on your specific division or work location.

Together we are working to ensure a future where everyone can be free and thrive.

Today’s challenges are bigger than ever, and the nation needs the best of us. It’s why we’re focused on hiring, developing and nurturing our diversity. We believe that diversity among our workforce strengthens the organization, stimulates creativity, promotes the exchange of ideas and enriches the work lives of all our employees.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law. U.S. Citizenship may be required for certain positions.

Do You Need Assistance?
If you need a reasonable accommodation for any part of the employment process, please send an e-mail to buildyourcareer@hii-co.com and let us know the nature of your request and your contact information. Reasonable accommodations are considered on a case-by-case basis. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.

Additionally, you may also call 1-844-849-8463 for assistance. Press #2 for Newport News Shipbuilding.