Help Desk Customer Service Manager Job
Job Description Job Attributes+
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Job ID
83218BR
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Job Location
Hill AFB, UT 84056, US
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Job Category
Engineering & Technology
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Job Type
Full-Time
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Clearance Level
Top Secret
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Career Level
Experienced
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Travel
<10%
Job Description
What is it like to work at one of the top workplaces in Utah? Amazing, challenging, energizing! BAE Systems Inc. has been recognized as a Top Workplace in Utah since 2018.
We invite you to join an extraordinary company culture and winning team as we seek a Customer Service Help Desk Manager to lead an on-premises Help Desk team within the larger AF Strategic Systems Information Services team.
The selected applicant will be a working manager that will lead others while also providing exceptional customer support, driving productivity and innovating new solutions as we deliver world-class capabilities for our client and its associated contractors. This team supports a variety of user-related IT issues.
This position will include the following duties and responsibilities:
Leads the Help Desk team by managing schedules, assignments, and workloads.
Works closely with System Administration, Network, and Cybersecurity teams to complete project deliverables in a fast-paced environment where priorities can change quickly.
Develops and maintains metrics for status reports to management and to monitor team performance, workloads, and customer satisfaction.
Interfaces with and develops a positive relationship with government counterparts.
Uses automated tools and scripts to improve efficiency and accuracy.
Provides technical assistance and training for team members.
Performs other duties as assigned.
Supports a culture of diversity and inclusion within the team.
Reports to the Sentinel IS Program Manager.
This position requires an active final Secret clearance upon hire date. The applicant must be able to obtain and maintain a Top Secret clearance. An active Top Secret clearance is preferred.
Current DoD 8570 IAT Level II or higher certification required
Required Education, Experience, & Skills
Required education:
HS degree with 11+ years of related experience, or
BA/BS degree with 7+ years of related experience, or
MA/MS degree with 5+ years of related experience
Previous experience working on a Help Desk in an IT environment.
Proven ability to lead others, create a performance vision, and add to an established culture of collaboration and cooperation.
Must possess strong interpersonal skills and ability to support a nurturing culture within the team while maintaining a high level of customer service.
Must have experience with Jira software and understand the ticketing process for resolving user issues, generating metrics, and tracking workloads.
Demonstrated ability to analyze and solve problems.
Demonstrated ability to adapt and adjust as priorities and timelines change.
Demonstrated ability to foster a culture of diversity and inclusion.
Proven experience providing world-class customer service.
This position requires an active final Secret clearance upon hire date. The applicant must be able to obtain and maintain a Top Secret clearance. An active Top Secret clearance is preferred.
Current DoD 8570 IAT Level II or higher certification required
Preferred Education, Experience, & Skills
Experience leading a team preferred, but not required.
Experience writing PowerShell scripts preferred, but not required.
Experience with Microsoft tools such as Excel.
About BAE Systems Intelligence & Security BAE Systems, Inc. is the U.S. subsidiary of BAE Systems plc, an international defense, aerospace and security company which delivers a full range of products and services for air, land and naval forces, as well as advanced electronics, security, information technology solutions and customer support services. Improving the future and protecting lives is an ambitious mission, but it’s what we do at BAE Systems. Working here means using your passion and ingenuity where it counts – defending national security with breakthrough technology, superior products, and intelligence solutions. As you develop the latest technology and defend national security, you will continually hone your skills on a team—making a big impact on a global scale. At BAE Systems, you’ll find a rewarding career that truly makes a difference. Intelligence & Security (I&S), based in McLean, Virginia, designs and delivers advanced defense, intelligence, and security solutions that support the important missions of our customers. Our pride and dedication shows in everything we do—from intelligence analysis, cyber operations and IT expertise to systems development, systems integration, and operations and maintenance services. Knowing that our work enables the U.S. military and government to recognize, manage and defeat threats inspires us to push ourselves and our technologies to new levels. At BAE Systems, we celebrate the array of skills, experiences, and perspectives our employees bring to the table. For us, differences are a source of strength. We’re laser-focused on high performance, and we work hard every day to nurture an inclusive culture where all employees can innovate and thrive. Here, you will not only build your career, but you will also enjoy work-life balance, uncover new experiences, and collaborate with passionate colleagues.
Additional Information
Who We Are
You're used to protecting what matters most.
Our team has the privilege and the responsibility of knowing that the work we do really matters. Our work is vital to the armed forces personnel and major corporations who rely on us to protect, equip and support them where it counts; to the security and prosperity of the nations we serve; to our skilled and talented people; to the local communities where we are based; and to the wider community who invest in, supply and engage with us. At BAE Systems, everyone can make a difference.
We believe that a diverse workforce inspires creativity and drives innovation. We respect and value the huge variety of skills, abilities and perspectives that our people bring to our business. We celebrate our differences and aim to recruit and develop talent from all backgrounds, championing the strength that a truly inclusive and collaborative workplace gives to our company culture and performance.
Enjoy a flexible environment that values your work-life balance and helps you perform at your best.
On the job training, leadership programs, collaboration with leading experts – excellence is built into your career development whether you are just starting out as an apprentice or are an experienced professional.
We’re united by trust, camaraderie and a shared ambition to lead the world in our field. It helps that we’re nice people too.
See your contribution, making real change as breakthrough technology and intelligence solutions reshape the landscape for our customers.
What We Offer
+ Warrior Integration Program (Est. 2008)This program was created to assist in the employment, transition, education, and development of wounded warriors. Through mentoring, partnership, education, and leadership, we vow to serve our veterans in the same manner they served our country. WIP provides mission-centered work that gives wounded warriors the opportunity to contribute, providing a path for career progression.
Camo to Corporate underpins all of our military recruiting and veteran efforts. We participate in annual career workshops and partner with VA employment reps to identify opportunities for vets at BAE Systems. We’re also proud members of Joining Forces, the Veteran Jobs Mission and Hiring our Heroes - initiatives focused on helping vets and their spouses find meaningful careers.