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SCITLS User Support Services Manager
| Company | General Dynamics |
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| Location | Offutt AFB, NE, USA |
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| Salary | $144410 – $195378 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Senior |
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Requirements
- 5 + years of related experience
- Security + – CompTIA
- US Citizenship Required
- Education: Bachelor of Arts/Bachelor of Science
Responsibilities
- Performs day-to-day activities required to manage and lead the support of incident management related to IT failures.
- Acts as the Relationship Manager and advocate on behalf of USSTRATCOM users.
- Addresses escalations and coordinates with Business Relationship Manager and VMO.
- Oversees the troubleshooting of complex issues and provides incident resolution for all related incidents requiring escalated support or subject matter expertise.
- Uses enterprise operation platforms (ServiceNow), operational dashboards, and other collaborative tools to report on and manage tickets and performance.
- Trains end users on the proper use of hardware and software. May train large groups of end users.
Preferred Qualifications
- Preferred Certifications: ITIL 4 Managing Professional or HDI Support Center Manager (HDI-SCM) or HDI Desktop Support Manager (HDI-SDM) or CompTIA Network +, A+, Security + or Certified Customer Service Manager (CCSM)
