Helpdesk Manager

Job Summary

To support the Naval Special Warfare Force's Defense Agencies Initiative, the full-time salaried Helpdesk Manager will oversee helpdesk operations, lead a team delivering Tier 1 support, and ensure efficient service delivery in a fully remote environment.

Key responsibilities

• Monitor unresolved Production Support Requests and ensure compliance with Service Level Agreements
• Lead process improvement initiatives through automation and develop user training materials
• Serve as the primary interface between government stakeholders and DAI users to enhance operational efficiency

Required qualifications

• Minimum of five years of Department of Defense experience supporting large, complex programs utilizing Oracle Federal Financials
• At least seven years of experience in direct support for Defense Agencies Initiative financial and accounting operations
• Demonstrated leadership experience in a helpdesk or customer support environment
• Experience managing support operations for enterprise financial management systems
• Bachelor's degree in a relevant field such as Information Technology, Business Administration, or Finance