End User Services Supervisor

Overview

The End User Services Supervisor will oversee the delivery of services from multiple managed service providers for Hardware, COTS Software, peripherals and End User support. Interfacing effectively with EB user community, management, and contracted IT service provider to ensure compliance with organizational policies and procedures. Using End User Services KPIs to make informed business decisions for best business outcomes.

The understanding and ability to effectively use ServiceNow and PowerBI are pivotal to success in this role. Working with the endpoint team, procurement, vendors and managed service providers manage the lifecycle of PC hardware through the PC Hardware Asset Management Team. Through the use IT ServiceDesk KPIs (ASA, AAR,MTP), develop, implement support processes to improve ServiceDesk performance and drive user satisfaction higher. Lead a team of End User Service Coordinators that ensure the daily coordination of requested services to be deliver as well as supporting Tech Stop locations.

Ensure Tech Stop locations are run efficiently and with a high customer satisfaction through the use of TechStop KPIs, visits, and staff rotation. Lead a team of business application processors to manage requested access to business systems. International shipping, ITAR review and ensuring compliance is kept throughout the process of delivery of services. Oversee the managed print fleet for the enterprise through a joint team of Electric Boat and Canon Solutions America to manage growth and fleet stability and operability. Provide oversight of DARTS groups located at Groton and Quonset Point Shipyards with the purpose of providing assistance to deck plate employees through the adoption of digital tools.

Ensuring success with EB provided digital tools. Support their active engagement with operations personnel and deck plate stakeholders support with rapid resolution of issues related to shipyard digital tool use, identify problems and solutions to common issues encountered when using digital tools.

Qualifications

Required:

• Bachelors of Science Degree in Engineering or Information Technology
• 6 years experience in Engineering, Design, Information Technology, Management Information Systems or Digital Transformation
• 2 years experience in Supervisor or as a Team Lead
• Active current Secret security clearance is required

Preferred:

• Familiarity with Power BI
• Service Now ticketing Process or similar product
• Understanding of EB Business System Process
• 8 years' experience in Engineering, Design, information Technology or Digital Transformation
• 4 years' of Supervisor or Team Lead experience
• Familiarity with digital tools used by Operations
• Experience with Management of a Printer Fleet

Skills

• Vendor Management
• Time Management
• Ability to develop and support IT Processes
• Management of expectation of Business and End Users
• Ability to identify problems and lead to viable solutions 
• Demonstrated proficiency with Microsoft Suite

Physical Qualifications

Environmental Attributes