Help Desk Lead – Secret

Work from home Full-time role Hiring

Job Description:

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.

Requirements:

US Citizen, Secret Clearance.
Minimum of three (3) years DoD experience supporting and managing large, complex DoD ERP/accounting systems utilizing DAI and Oracle Federal Financials.
Minimum of three (3) years managing DAI Helpdesk Tier 1 technical and financial 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 ERP.

Benefits:

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