General Dynamics Ordnance And Tactical Systems

Sr Manager, End User Svcs

General Dynamics Ordnance And Tactical Systems • $100K — $120K *
St. Petersburg, FL 33710In-Person
Information Technology
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Associate's Degree with 7-8 years' experience or equivalent combination of relevant education and experience
  • Proficient in Microsoft Office Suite (Excel, Word, PowerPoint)
  • Strong expertise in IT Help Desk Management
  • Experience in Technical Project Management and Vendor Management
  • Knowledge in performance metrics and process optimization

Responsibilities

  • Oversee all aspects of the organization's technical help desk
  • Mentor and provide leadership to the service desk team
  • Develop processes to meet service level agreements and performance goals
  • Establish policies for delivering high-quality service
  • Implement help desk systems for effective problem tracking and resolution
  • Analyze key performance metrics to identify areas for improvement
  • Manage resource planning and decision-making for the team

Benefits

  • Opportunities for professional development and mentoring
  • Collaborative environment with technical teams
  • Potential for leadership growth within the organization
  • Engagement in enterprise-level project strategy and delivery
  • Work in a climate-controlled office setting with minimal hazards
  • Travel opportunities up to 25% for collaboration and training
Full Job Description
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 RequirementsUp to 25% travel likely. _____________________________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.

About General Dynamics Ordnance And Tactical Systems

General Dynamics-Ordnance and Tactical Systems empowers the U.S. military and its allies with an extensive range of over-arching product segments.. applied across all levels of strategic and tactical operations. A business unit within the Combat Systems Group of General Dynamics, they are a world leader in the manufacture of large, medium- and small-caliber direct and indirect-fire munitions, mortar weapons and systems, artillery projectiles, bomb bodies, Ball Powder¨ Propellant, solid propellants, non-lethal products and Force Protection products. The company also manufactures precision metal components; provides explosive load, assemble and pack services for a variety of munitions, tactical missile and rocket programs; and designs and produces shaped charge warheads and control actuator systems.

General Dynamics Ordnance and Tactical Systems Careers

Join the esteemed team at General Dynamics Ordnance and Tactical Systems, a leader in the defense industry, where innovation meets purpose. This company offers a plethora of job opportunities that cater to a variety of skills and experiences, making it an ideal environment for both seasoned professionals and those seeking an internship.

Work You’ll Do

At General Dynamics Ordnance and Tactical Systems, employees are part of a dynamic team that drives innovation in defense technology. The company is renowned for its commitment to excellence and leadership in the field. Here, one can lead projects that not only enhance career growth but also contribute to global security.

Explore Career Paths

General Dynamics Ordnance and Tactical Systems is building a robust team to support and lead in its numerous technological ventures. From engineering to project management, the diversity of positions available allows for personal and professional development in various areas of interest.

Innovate and Grow

Engage in work that matters with a team that values innovation and leadership. General Dynamics Ordnance and Tactical Systems encourages a culture of growth and learning, where team members are empowered to bring new ideas to the table and push the boundaries of what is possible.

Join a Diverse and Inclusive Team

This company is committed to fostering a diverse and inclusive workplace. General Dynamics Ordnance and Tactical Systems believes that diversity training and inclusive practices lead to more innovative outcomes. Employees from all backgrounds are encouraged to apply, ensuring a rich mix of ideas and perspectives.

Benefits and Professional Development

General Dynamics Ordnance and Tactical Systems offers competitive benefits and extensive professional development opportunities. The company supports career advancement through professional training, leadership programs, and networking events that help employees enhance their skills and careers.

Future-Proof Your Career

With a career at General Dynamics Ordnance and Tactical Systems, move forward in a professional journey equipped with the tools for success. The company supports its team members with resources and training designed to foster long-term growth and job satisfaction.

Apply Today

Discover the array of employment opportunities at General Dynamics Ordnance and Tactical Systems. Search open positions that match individual skills and interests. The company is actively hiring and looking for innovative, driven individuals to join their team.

Stay Connected

Keep up to date with the latest company news, career tips, and industry insights. General Dynamics Ordnance and Tactical Systems offers a wealth of information to help potential candidates stay ahead in their job search and application process, including how to optimize a resume and succeed in an interview.

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Personalize your subscription to receive job alerts and insider tips tailored to your preferences. Explore the exciting and rewarding career opportunities that await at General Dynamics Ordnance and Tactical Systems. By joining General Dynamics Ordnance and Tactical Systems, embark on a career path that is as rewarding as it is challenging. The company’s commitment to innovation, leadership, and diversity makes it a premier choice for those looking to make a significant impact in their professional lives.
Learn more about General Dynamics Ordnance And Tactical Systems
Size
1,001 employees
Industry
Aerospace & Defense
* Ladders Estimates

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