Desktop Technical Operations Manager in Bethesda, MD at Booz Allen Hamilton

Date Posted: 2/28/2018

Job Snapshot

Job Description

Job Number: R0023585

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.

Desktop Technical Operations Manager

Key Role:

Lead a team in the day-to-day delivery of best practice desktop engineering and end user support services for an enterprise environment of 3000+ seats consisting of laptops, desktops, and macs and 1000+ mobile devices. Oversee end user support services, including service requests, moves, adds, or changes, trouble ticket resolution in an enterprise class environment, and secure baseline image creation for multiple hardware configurations. Provide senior-level technical advice, consultation, and guidance by analyzing and resolving problems and evaluating alternative means of satisfying user requirements, research and implement new technology to service the client and the team while staying up-to-date on the latest solutions, and communicate with the vendors to ensure the best option is provided. Oversee multiple technical projects and project teams to meet project milestones, schedules, and scope in alliance with best practices, identify reoccurring issues, and work with IT and business partners to proactively remediate issues using problem management techniques. Facilitate requirements gathering and validation sessions with stakeholders as they relate to current environments and future trends. Manage cross functional teams to deploy best practice IT service solutions and promote structured software engineering and process improvement initiatives across an enterprise.

Basic Qualifications:

-10+ years of experience with providing Windows or Mac desktop engineering and support services in an enterprise class environment of 3000+ users

-10+ years of experience with managing IT service delivery in an enterprise class environment

-10+ years of experience in the leadership of projects in support of service automation and IT support

-10+ years of experience in support and best practices of help desk and customer support tools, technologies, and processes

-Experience with organizing and leading teams to deliver exceptional customer service

-Experience with the following: TEM or BigFix, SCCM, GPOs, Microsoft Deployment Toolkit, Bitlocker or MBAM, Casper or Jamf, Powerbroker, Windows 7/10, and Office 365

-Experience with practices, including ITIL and ITSM Service Management, Microsoft Operations Framework, and SLA management

-Ability to lead a team of 10-20 people

-Ability to obtain a security clearance

-BA or BS degree required

Additional Qualifications:

-Experience with technical operations management at the senior level, with best practice in enterprise desktop service, deployment, and management

-Experience with troubleshooting and resolving technical issues for end-users, problem ticket escalation, and proactive service or support

-Experience with supporting application packaging, deployments, documentation, release control in an enterprise environment, and secure baseline image creation for multiple hardware configurations

-Experience with ServiceNow

-Ability to develop a positive, supportive, team-oriented work environment

-Ability to develop and continuously improve operational processes and practices

-Ability to provide coaching, technical guidance, and training to team members

-Ability to guide the team and directly assist with developing standard operating procedures (SOPs), work instructions, policies, and procedures

-Ability to develop stable core, standard desktop images, and departmental overlays

-Ability to lead a team in developing rigorous testing disciplines to ensure stable computing platforms

-Ability to oversee multiple projects and teams to meet project milestones, schedules, and scope in alliance with best practices

-Ability to identify recurring issues and work with IT and business partners to remediate using the problem management processes

-Ability to facilitate requirements gathering sessions and document requirements, including validating requirements with stakeholders

-Ability to design deployment solutions for Enterprise-wide rollouts and upgrades

-Active Public Trust clearance

-BA or BS degree in an IT-related major

-PMI or PMP Certification for Project Management

-Microsoft A+, MCSE, or other related technical certifications preferred

Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information.

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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