Onboarding Manager

Job Title:

New Employee Onboarding Manager Job Category:
Information Technology Time Type:
Full time Minimum Clearance Required to Start:
None Employee Type:
Regular Percentage of

Travel Required:

None Type of Travel:
None*
*
* The Opportunity:

The New Employee Onboarding (NEO) Manager oversees the end‑to‑end scheduling, coordination, and delivery of new employee IT hardware within the NCR. This position leads and manages a team of 3–4 Tier II IT technicians, ensuring consistent, high‑quality support for end users and end‑user hardware (laptops, desktops, VDI, mobile devices, printers, etc.). The NEO Manager serves as the primary operational liaison to the DHS NEO Lead, delivering timely updates on ticket inquiries, onboarding coordination, workflow issues, and team performance.

The Manager is accountable for meeting all service KPIs, ensuring ticket accuracy, operational readiness, and adherence to federal onboarding processes.

Responsibilities:

Serve as the primary CISA/DHS customer engagement point for escalations, onboarding schedule coordination, and overall communication regarding NEO workflow status.

Ensure exceptional customer service delivery by overseeing the entire NEO experience and ensuring technicians follow standardized procedures.

Monitor team KPIs and SLA performance daily, implementing corrective action plans when trends indicate SLA risk.

Conduct monthly ticket and process audits, ensuring routing accuracy, complete work notes, and compliance with standardized documentation formats.

Lead continuous improvement initiatives by reviewing service delivery processes, recommending enhancements, and evaluating new tools, technologies, and workflows.

Oversee the creation, maintenance, and version control of SOPs, work instructions, knowledge base content, and training guides.

Cultivate a collaborative team environment that emphasizes open communication, accountability, and strong customer focus.

Ensure accurate and timely coordination of on‑site and remote hardware deployments, including communication with CORs/POCs, verification of address eligibility, and compliance with NCR/local deployment rules.

Manage escalations involving account issues, Intune enablement status, re‑enablement workflows, and ticket lifecycle dependencies across teams (EUS, ICAM/SailPoint, COR/POC).Oversee all Laptop Provisioning activities for required deployment preparation

Qualifications:

Required:

Experience managing IT support or deskside support teams, preferably in a federal or enterprise environment.

Bachelors Degree and 8 years of relatable experience

Demonstrated ability to oversee onboarding workflows, including verification of account creation, updating trackers, scheduling deployments, and ensuring completion of Service Now SCT tasks (Create Account, Confirm User Account Created).Experience working cross‑functionally with CORs/POCs, federal onboarding teams, and technicians to coordinate GFE deployments and account readiness.

Ability to evaluate and update onboarding tickets with required status (Intune enabled/disabled), hardware requirements, customer notes, and deployment details.

Experience developing SOPs, templates, work instructions, and maintaining structured knowledge repositories.

Strong written and verbal communication skills, including customer‑facing correspondence and escalation management.

Proficiency in troubleshooting Windows Operating Systems (Windows 10/11), Microsoft Office products, and common browsers.

Experience installing, upgrading, reprovisioning, and removing software; including coordination of provisioning projects (Windows and Mac).Experience using Service Now (or similar ITSM tools) to manage incidents, requests, SCT tasks, and update workflow statuses through completion.

Extensive…