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 www.bwxt.com . 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 - www.bwxt.com . 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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