Delivery Manager
Delivery Manager
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Job Description
DirectViz Solutions (DVS) is a dynamic and rapidly growing government contractor committed to delivering innovative IT solutions that address the missioncritical needs of our government clients. Through the expertise and dedication of our talented team we provide cuttingedge technology services designed to achieve success and exceed expectations.
At DVS we prioritize our employees as our greatest asset. We offer competitive compensation comprehensive medical benefits a 401(k) match generous PTO accrual professional development reimbursement corporatefunded technology certifications and robust employee recognition and appreciation programs.
We are seeking a highly skilled and experienced Delivery Manager (DM) to lead and manage the Product Support Service Desk (PSSD) team in Kearneysville West Virginia. The PSSD supports over 60 enterprise applications and business systems providing 3Tier IT product help desk support including user application support account management system review and testing and business application training.
This role requires strong expertise in IT service management frameworks call center management and handson experience with enterprise support desk technologies.
Key Responsibilities:
- Lead project teams focusing on technical aspects to meet customer requirements.
- Oversee and ensure the technical requirements of:
- User Account Management
- System transitions
- Testing and validation of systems
- Development and maintenance of Standard Operating Procedures (SOPs)
- Train mentor and develop PSSD analysts to perform at a high level of proficiency.
- Provide direct technical support and guidance in:
- Microsoft operating systems
- BMC Remedy and BMC Smart Reporting
- Oracle systems
- Windows and network environments
- Conduct metrics analysis to measure performance and identify areas for improvement.
- Manage Privileged User Management Program (PUMP) in accordance with industry best practices.
- Oversee and manage PBX systems Automatic Call Distribution (ACD) systems and other essential support desk technologies.
- Implement and maintain IT/Service Management frameworks and methodologies including ITIL CMM ISO HDI and AGILE.
Required Qualifications:
- Associates Degree in Business Information Technology or related field. Note: A minimum of 10 years of call center management experience may be substituted in lieu of a degree.
- Minimum of 5 years of direct experience in an application service support desk environment.
- Minimum of 5 years of experience with PBX systems ACD systems and other support desk technologies.
- Handson computer experience in:
- Microsoft operating systems
- Project management
- Access Management
- Metrics analysis
- Training computer technicians/analysts
- Proven experience in managing and mentoring technical support teams.
- Indepth knowledge of:
- Privileged User Management Program (PUMP)
- Windows operating systems
- Networks
- BMC Remedy and BMC Smart Reporting
- ORACLE applications
- Strong background in IT/Service Management frameworks and methodologies including ITIL CMM ISO HDI and AGILE.
Preferred Skills:
- Exceptional leadership and communication skills.
- Strong analytical and problemsolving abilities.
- Ability to manage multiple projects and priorities in a fastpaced environment.
- Experience delivering training and ensuring team development.
If you thrive on solving complex problems and building meaningful connections wed love to hear from you. Join our team and make an impact today!
Physical and Mental Qualifications:
- Maintain focus and awareness throughout scheduled working hours.
- Perform tasks requiring prolonged periods of sitting or standing at a desk utilizing a computer mouse and keyboard.
- Lift and move objects weighing up to 15 pounds as needed.
- Exhibit excellent verbal and written communication skills with a strong command of the English language.
- Demonstrate the ability to work independently while also collaborating effectively as part of a team.
- Quickly learn and retain routine tasks and processes.
- Possess strong organizational skills attention to detail business correspondence proficiency and selfmanagement capabilities.
- Perform the essential functions of the role satisfactorily; reasonable accommodation will be provided for employees with disabilities upon request.
- Accept and adapt to additional responsibilities or changes to assigned duties as determined by DirectViz Solutions (DVS).
DirectViz Solutions LLC (DVS) is an equal opportunity employer who prohibits discrimination and harassment against any employee or applicant for employment based on race sex (including pregnancy) age gender identity creed religion national origin sexual orientation marital status genetic information disability political affiliation protected veteran status or any other status protected by federal state or local law.
DVS has a zerotolerance policy for harassment threats coercion discrimination and intimidation. Employees may file a complaint or exercise any right protected by Executive Order 11246 Section 503 of the Rehabilitation Act of 1973 as amended Section 4212 of the Vietnam Era Veterans Readjustment Assistance Act of 1974 or the Veterans Employment Opportunities Act of 1998.
Required Experience:
Manager
Employment Type
Full-Time
