Job Title: DAI Help Desk Manager Job Description:
We are seeking a highly skilled and experienced DAI Help Desk Manager to provide daily supervision, direction, and guidance to our contract personnel responsible for remote-access user support and training. The Help Desk Manager will play a crucial role in organizing, directing, and monitoring the work of qualified personnel, as well as scheduling personnel rotations to ensure efficient and effective help desk coverage and support operations. The ideal candidate will have a strong background in supporting and managing large, complex program management, specifically within the DoD and utilizing Oracle Federal Financials. Responsibilities: Provide daily supervision, direction, and guidance to contract personnel responsible for remote-access user support and training. Organize, direct, and monitor the work of qualified personnel to ensure efficient and effective help desk coverage and support operations. Schedule personnel rotations to maintain appropriate staffing levels. Collaborate with cross-functional teams to resolve user issues and provide timely solutions. Develop and implement standard operating procedures (SOPs) for the help desk team. Conduct regular performance evaluations and provide feedback to the team members. Ensure compliance with service level agreements (SLAs) and key performance indicators (KPIs). Identify training needs and coordinate training sessions for help desk staff. Stay updated with the latest trends and technologies in help desk management and support. Qualifications: Minimum of five (5) years of DoD experience within the past ten (10) years supporting and managing large, complex program management supporting DoD customers utilizing Oracle Federal Financials. Minimum of seven (7) years of experience within the past ten (10) years in direct support of Oracle Federal Financials financial and accounting operations. Strong knowledge and experience with Oracle Federal Financials modules, including Budget to Report, Cost Accounting, Procure to Pay, Oracle Time and Labor, OBIEE, User Management (UMX), and Order to Cash. Excellent leadership and managerial skills with the ability to supervise and motivate a team effectively. Proven experience in providing remote-access user support and training. Ability to prioritize tasks and work under pressure in a fast-paced environment. Exceptional problem-solving and analytical abilities. Excellent verbal and written communication skills. Relevant certifications in Oracle Federal Financials or related fields are a plus. Preferred Qualifications: Familiarity with other Oracle Financials modules and integration points. Experience with reporting tools and data analysis. Understanding of ITIL processes and methodologies. Note: Please provide detailed information about your relevant experience supporting and managing large, complex program management utilizing Oracle Federal Financials in your application. We offer competitive compensation packages and excellent benefits. If you are a motivated professional seeking a challenging opportunity in a dynamic environment, we encourage you to apply. Please submit your resume and a cover letter outlining your qualifications for this position. Thank you for considering this opportunity with our organization. We look forward to reviewing your application.