Help Desk Customer Service Manager

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.