Accelerator Service Lead in McLean, VA at Booz Allen Hamilton

Date Posted: 3/5/2018

Job Snapshot

  • Employee Type:
  • Location:
    McLean, VA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Job Number: R0024160

Booz Allen Hamilton has been at the forefront of strategy and technology for more than 100 years. Today, the firm provides management and technology consulting and engineering services to leading Fortune 500 corporations, governments, and not-for-profits across the globe. Booz Allen partners with public and private sector clients to solve their most difficult challenges through a combination of consulting, analytics, mission operations, technology, systems delivery, cybersecurity, engineering and innovation expertise.

Accelerator Service Lead

Accelerator Service Lead

Responsible for the overall building, developing and leading a high performing team within the Accelerator service operation. Provides overall oversight and management of service operations key functions: 1) client inquiry/question resolution, 2) proactive outreach to employee populations, and 3) administrative support to Deployment specialists.

For client inquiry/service resolution, Lead will manage high-touch, multi-channel (e.g., SharePoint, phone, Accelerator, in person, or other) communications platform, including incoming inquiries and outgoing service support communications and actions. Lead will handle escalations directly and by providing guidance to team members.  Lead will oversee proactive outreach to specific employee populations to include staff affected by unexpected project end, recent available staff, newly hired staff, etc.  Lead will oversee the service team’s support to Deployment specialists including creation, updates and end-to-end maintenance of Accelerator case files.

Conducts service inquiry monitoring and data integrity reviews to ensure that production and quality expectations are being met, providing timely feedback and coaching to ensure performance metrics are being met or exceeded; observes employee demeanor, technical accuracy, and conformity to company policies; conducts ongoing observations of program performance and identifies training needs. Applies a proactive, agile framework to service processes. Responsible for overall reporting for Accelerator support and quality assurance (QA) to ensure continuous program efficacy and development. Supervises real-time volume management, including but not limited to adjusting schedules, adjusting offline tasks (email, workload prioritization, etc.) monitoring queues and tasks to ensure service level; ensures that other organizational goals are met.

This position is based out of the Washington Metro Area or a Booz Allen office and/or talent hub.

Basic Qualifications

-7+ years of experience in a professional work environment with at least 5+ years leading a service-oriented operation

-Experience with working in a professional services environment

-Experience with developing and delivering reporting metrics to senior most leaders

-Experience with delivering content and messaging through multiple internal channels, including digital channels and direct to employee

-Experience with developing and delivering effective messages through PowerPoint presentations at an advanced level

-Experience analyzing and interpreting metrics to help shape business decisions

-Proficiency in Microsoft Office suite, including firm provisioned tools, such as MS Teams, Web/video conference, etc.

-Proven ability to adapt to new tools and technologies

-Bachelor’s degree or 10+ years of experience with leading a service-oriented operation

Additional Qualification

-Hospitality experience is a plus

-Internal Booz Allen experience is a plus

Integrating a full range of consulting capabilities, Booz Allen is the one firm that helps clients solve their toughest problems by their side to help them achieve their missions.  Booz Allen is committed to delivering results that endure.

We are proud of our diverse environment, EOE, M/F/Disability/Vet.


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