Manager, End User Services - Military Veterans
at General Dynamics
Responsibilities for this Position
Manager, End User Services
US-FL-St Petersburg
Job ID: 2024-32133
Type: Full Time
# of Openings: 1
Category: Information Technology
St Petersburg, FL
Overview
We are seeking an End User Servcies Manager to join our St. Petersburg IT Team! Our End User Services Manager will oversee our IT Support team, ensuring top-notch service delivery to all users. Responsibilities include managing service desk operations, leading support staff, and implementing best practices. This position ensures that effective support and/or computer-related resources are provided to users when required to meet needs of various departments and/or locations in the company by performing the following duties.
Responsibilities
Supervises all aspects of the organization's technical help desk.
Provides mentoring and leadership to the team.
Develops and optimizes processes to achieve service level requirements and performance goals.
Establishes policies and procedures that produce high-quality service to internal customers.
Identifies and implements help desk systems and tools to identify, document, track, and resolve reported problems.
Reviews key metrics to analyze the help desk performance and identify problem areas.
Manages resource planning and decision-making.
Aligns help desk activities, strategies and initiatives to support and enhance the objectives of the organization.
Collaborates with & trains technical teams to ensure accurate ticket categorization and resolution.
Leads and directs the work of other employees and has responsibility for personnel actions including hiring, performance management, and termination with concurrence from HR & General Managers.
Impact of the Role
- Consistent exercise of discretion & judgment
- Supervises the daily activities of support staff or production team members.
- Must have any type of one direct report or more
- Sets priorities for the team to ensure task completion; coordinates work activities with other supervisors
- Problem solving is guided by policies and procedures; receives guidance and oversight from manager.
Qualifications
Required:
- Associate's Degree and 5-7 years experience Or Equivalent Combination of Relevant Education & Experience
- Knowledge in Help Desk Management Issue Resolution, process optimization, solution delivery, upgrades management, vendor management, technical project management, performance metrics , and IT Help Desk Software.
- Proficient in MS Office (Excel, Word, PowerPoint)
Preferred:
- Bachelors Degree in Business or IT
Physical Demands:
- Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.
- Work primarily in a climate-controlled environment with minimal safety/health hazard potential.
Travel Requirements:
- Less than 25% travel likely
The above statements describe the general nature and level of work only. The statements do not represent an exhaustive list of required responsibilities and skills. Other duties may be added or this job description may be amended at any time. This job description does not alter an employees at-will employment status or create an employment agreement or contract, implied or otherwise.
PI244843197
St Petersburg, FL
General Dynamics is a global aerospace and defense company.
Our portfolio spans the realm of the world's most technologically advanced business jets, wheeled combat vehicles, command and control systems and nuclear submarines. We offer these through our five business groups: Aerospace, Combat Systems, Information Technology, Mission Systems and Marine Systems.
General Dynamics employs thousands of people across the globe, with locations in more than 45 countries. We rely on the skills of our employees and their knowledge of customer requirements to deliver best-in-class products and services.
Who We Are Looking For
General Dynamics is seeking military veterans and military spouses across the country who bring a deeply rooted skillset that includes team-oriented approaches to problem-solving, demonstrations of leadership and an overall commitment to the mission of the organization. We recognize the knowledge and skills gained during your military experience are invaluable to the success of a team. We’re proud of the thousands of veterans and military professionals who have chosen to apply their leadership, teamwork and problem-solving skills to a career at General Dynamics and to continue supporting the mission of those serving today.
Should I Apply?
At General Dynamics, our employees are the heart of our company. We rely on their dedication to excellence and their intimate knowledge of customer requirements to meet the needs of customers around the globe, day in and day out. Our employees' unique blend of skill, innovation and agility drives our continued success, and we take our responsibility to them seriously. If you are a military veteran or military spouse ready to advance your career, view our available career opportunities to the right for more information and to apply today!
What Happens After I Apply?
Once you click ‘Apply Now’ on a General Dynamics posting, you will be re-directed to fill out an application on General Dynamics career page. In order to be considered for next steps, please complete the application on General Dynamics career page and make sure you have an updated resume uploaded to your RecruitMilitary profile. Once General Dynamics reviews your resume and profile, a recruiter will reach out to provide you with more information and to schedule you for an interview.
How to Win An Interview
1. Review the job description for the specific position you are applying for.
2. Review the company website. Know their mission and values. What do they do? What are their products?
3. Prepare a few questions to ask on your interview.
4. Prepare to discuss your military or civilian background and how it relates to the position.
5. Check out the RecruitMilitary Resources tab for resume guidance, interview prep and more!