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IT Support Manager

Company: BWX Technologies, Inc.
Location: Lynchburg
Posted on: March 18, 2023

Job Description:

Requisition ID -48086 -- -Posted -03/13/2023 -- -Lynchburg VA -- -Manager (Manager/Supervisor of Staff -- -Bachelor's Degree -- -5 -- -10-20% -- -Information Technology -- -Supervisory -- -United States At BWX Technologies, Inc. (NYSE: BWXT), we are People Strong, Innovation Driven. Headquartered in Lynchburg, Virginia, BWXT is a Fortune 1000 and Defense News Top 100 manufacturing and engineering innovator that provides safe and effective nuclear solutions for global security, clean energy, environmental remediation, nuclear medicine and space exploration. With approximately 7,000 employees, BWXT has 14 major operating sites in the U.S., Canada and the U.K. In addition, BWXT joint ventures provide management and operations at more than a dozen U.S. Department of Energy and NASA facilities. Follow us on Twitter at @BWXT and learn more at . BWX Technologies, Inc. is currently seeking an IT Support Manager for its Lynchburg, VA location! BWXT's mission is to provide safe and effective nuclear solutions for national security, clean energy, environmental remediation, nuclear medicine, and space exploration. We have manufacturing facilities, laboratories, and work sites all across the country, all of which require products and services to work efficiently and effectively. Follow us on Twitter @BWXTech and learn more at - . The Desktop Support manager is a key leadership role responsible for the management and operations of our Service Desk, Executive & Desktop Support, and Identity & Access Management services. The right candidate will bring a passion for customer service, delivering excellence in support as well as providing coaching to staff in order deliver and maintain consistent, high-quality IT service delivery. In this role, you'll help to serve as the face of IT to our business ensuring IT services are delivered efficiently and identifying and implementing continuous improvement opportunities. The right candidate needs to be able to bring and drive new ideas and help to build a foundation for End User Technology Services (desktops, laptops, mobile technologies, etc.) and associated support. An experienced technical background is required to guide the teams in their troubleshooting, but also process-oriented mindset, with strong organizational skills to be able to structure the team & identify and build missing standards, processes, and procedures. Customer Service, team building, and metrics must be at the forefront of your leadership approach. Job Responsibilities:

  • Provides high-level support services to users for incidents and service requests coming into our Desktop Support teams.
  • Tracks, oversees, prioritizes, and responds to incidents and requests; ensures responses are made timely and that users' needs are addressed effectively.
  • Manages both in-house resources and third-party service providers in contributing to a positive customer experience and high satisfaction of the IT services delivered.
  • Handles escalated technical issues that arise and works closely with leadership team to ensure compliance with support SLAs.
  • Serves as a technical escalation point our Desktop Support teams.
  • Contributes to improving customer support by actively responding to queries and handling complaints.
  • Communicates individual and team goals and evaluates employee performance.
  • Ensures that all processes used by the Desktop Support teams are thoroughly documented, consistently audited, and regularly improved.
  • Develops and produces reports; analyzes metrics for trends and identification of problem areas; and recommends mitigation to senior management.
  • Consults with end users to determine hardware, software or system needs and specifications. Places orders for new equipment upon approval. Assists in evaluating new technology/processes in relation to lowering costs or improving services.
  • Identifies opportunities to improve service delivery including service catalog requests and non-standard technology requests.
  • Manages hardware and software asset management and compliance activities.
  • Serves as an integral part of core ITSM process execution including escalations and coordination during incident response.
  • Demonstrates strong project management leadership skills including, ability to coordinate and balance multiple projects in a time-sensitive environment, under pressure, and meeting deadlines.
  • Coordinates rollouts of workforce and productivity projects, such as PC Refresh and deployments of new technology, applications. Education and Experience:
    • Bachler's Degree in Information Technology, Business, or related field. In lieu of a degree, 6 or more years of relevant experience may suffice.
    • Experience with organizational change management, including implementation of information technology integration projects.
    • 5 years' experience with various Microsoft workloads; Intune, MS Azure, Active Directory, Office365, Windows Autopilot, Windows Analytics, GPO Management, Windows Desktop Operating Systems, Windows PowerShell, AD and GPO management
    • ITILv4 Foundation or other ITILv4 certification, preferred
    • Must be a U.S. citizen with no dual citizenship
    • Ability to obtain and maintain a Department of Energy (DOE) security clearance Knowledge, Skills & Attributes:
      • Demonstrated ability and passion for the delivery of high-quality support experiences and able to provide guidance and sets best practices for their team.
      • Demonstrated customer service, interpersonal and leadership skills in communication, both written and verbal at all levels of an organization.
      • Demonstrated experience with ITSM systems and tools
      • Thorough understanding and knowledge of ITSM best practices.
      • Ability to identify, recommend and implement process improvements to provide a better support experience to our customers.
      • Demonstrated ability in analyzing statistics or other data to determine the level of customer service End User Services organization is providing and providing recommendations based upon the analysis.
      • Provides resource supervision including but not limited to career development, behavioral management, goal setting, and performance evaluations in a multi-site, distributed environment.
      • Willingness to travel periodically to meet with staff and business partners (-10%).
      • Complex problem-solving abilities
      • Project Management, work prioritization and administration
      • Strong written and verbal communication and presentation skills
      • Exceptional soft and interpersonal skills, including teamwork, facilitation, and negotiation
      • Excellent planning and organizational skills
      • Comfortable, experienced, and accomplished at working with business executives, and able to diplomatically push back and educate leaders at all levels The IT Support Manager will work a 9/80 work week while receiving market leading pay, paid time off, paid winter holiday shutdown, educational refund plan, medical, dental, vision and service-based retirement contributions with additional 401k match. As a federal government contractor, BWX Technologies, Inc. and any subsidiaries, affiliates and related entities ("BWXT" or the "Company") complies with all federal, state, and local laws and customer requirements regarding COVID-19 and other health and safety protocols. As such, all BWXT new hires will be required to adhere to applicable Company COVID-19 requirements within the workplace as a condition of employment. - Applicants selected will be subject to a Federal background investigation and must meet eligibility requirements for access to classified information or matter. Position requires U.S. Citizenship (with no dual citizenship) and ability to obtain and maintain a Department of Energy (DOE) security clearance which involves an extensive criminal and financial background investigation and previous employment reference verifications. - BWXT supports diversity and is committed to the concept of Equal Employment Opportunity. We have established procedures to ensure that all personnel actions such as recruitment, compensation, career development, benefits, company-sponsored training and social recreational programs are administered without regard to race, color religion, gender, national origin, citizenship, age, disability or veteran status. -

Keywords: BWX Technologies, Inc., Lynchburg , IT Support Manager, Executive , Lynchburg, Virginia

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