HPC US Defense District Service Manager - Maryland - FS Poly Information Technology

Defense District Service Manager needed for a direct hire opportunity with SOC's client to work remotely.

* Active Full Scope Poly Clearance required*

• Travel 25-30% to Maryland site
• Work closely with the Site Team [Leads, system administrators, technical consultants] to plan, direct, and monitor operational/tactical activities of technical on-site team to deliver appropriate high-quality support. Make tradeoffs based on budget, time, and resource constraints.
• Own the mission of maintaining full system availability to mee contracted SLAs by actively managing alerts and system health.
• Manage / coordinate customer escalations, and escalations of technical, process, or materials issues encountered by field team
• Develops and leads the standard process and reusable solutions and workarounds that are innovative and demonstrate a technical knowledge of the affected products, processes, and the customer environment.
• Provide guidance on process improvements and recommend changes in alignment with business tactics and strategy for area of responsibility.
• Responsible for the full understanding of the service contract and associated terms and conditions.
• Proactively identify, report on, and close risks to Service Level Agreement (SLA), system availability or customer satisfaction.
• Meet business and operational targets by managing core site and business metrics - Key Performance Indicators (KPIs)
• Work with your leader to set, monitor and control the direct and contractor staffing levels to achieve performance metrics which include:
• Ongoing Engineer performance improvements
• Establish and meet team specific technical service case quality goals
• Collect, analyze, and report on data related to problem reports and service trends.
• Provide monthly status reports highlighting success and areas that need improvement to Services Geo Lead (Director)
• Inter-team relations
• Build positive internal and external relationships to influence others, maintain great team dynamics to foster continuous, collaborative innovation with customers and site leadership.
• Establish and maintain close collaborative relationship with the sales account team, ASMs, PM and other stakeholders.
• Work from customer site 2-3 days per week for local sites and regularly visit remote sites to field teams and customers (approximately 30% travel); target every 6 weeks.
• Team management
• Direct manager of site team personnel across multiple field sites (typically 1-4 sites, 10-20 people including site leads)
• Recruit, onboard, and support development of direct staff members or contractors.
• Provide coaching and leadership to assigned technical staff.
• Manage administrative activities such as one-on-one feedback, annual performance reviews, payroll, approving of time off, promotion nomination packages, etc.
• Proactively gauge current and 6-12-month outlook of required head count, considering site revenue and budget
• On-board new team members general needs

• Bachelors degree in Engineering or Computer Science or Business with equivalent practical experience of five (5) to ten (10) or more years of related managerial experience, including direct people leadership (HPC field team lead or supervision) experience.
• Position requires an active Top Secret/SCI with Full Scope Polygraph clearance.
• Strong customer experience focus, ability to act as liaison to customer
• Excellent written and verbal communication skills.
• Must be willing to assume responsibility and drives tasks through to successful completion while bridging to other teams and areas of completion.
• Having worked in technical customer support or lead customer support teams would be a distinct advantage.
• Ability to work in a multi-technology multi-vendor environment where the team will diagnose complex technical problems to their root cause. Has ability to forecast outcomes and situational impact at a practical level.
• Experience in a dynamic environment / adaptable to change / receptive to constructive feedback
• 360-degree relationship and communication to peers, junior staff, leaders, and customers

• Self-motivation, listening skills, action oriented and maintain composure
• Relationship building and management skills, including partnering and consulting to build peer relationships
• Leadership competencies such as action oriented, coaching, teambuilding, conflict resolution, and management
• Ability to manage multiple priorities project management skills including time and risk management, resource prioritization, and project…