Director End User Service Operations

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Aerospace Corporation
Aerospace, Director, EIS, IT, Management, Knowledge Management, Customer Service
Full Time

Job Description

In an era of dynamic change in space, Aerospace is addressing a generation of complex challenges. We operate the only federally funded research and development center (FFRDC) committed exclusively to the space enterprise. Our technical experts span every discipline of space-related science and engineering. Join our team and thrive in a career that matters to the world and you personally.

The role of the Director End User Service Operations is to provide leadership for the effective delivery of consistently high levels of service to internal and external customers and stakeholders who work in both classified and unclassified environments. The Director leads and manages several user facing support functions consisting of the central Service Desk, End User Compute, Conference & Meeting support as well as a team of Regional leads managing other corporate locations. These teams consist of blended resources and are located across various time zones domestically. Key success areas for this role include operational support, ITIL process management (Incident, Request, Problem, Knowledge) and resource management. The Director is a member of the EIS leadership team and reports into the Principal Director for IT Service Management and Customer Success.

Key Functions:
  • Delivery of effective and consistently high level of services to Aerospace customers
  • Foster partnerships with key IT stakeholders to understand business needs
  • Establish best practices for Customer relationship management (i.e. surveys, focus groups, roadshows, new hire orientation)
  • Act as an escalation point for customer service issues, complex end-user support incidents and large scheduled corporate events
  • Work with IT EIS divisions, vendors and managed services provider to understand and prepare for transition of new or improved IT services
  • Lead change management campaigns and efforts which help socialize EIS initiatives and capabilities
  • Design metrics and reports that help EIS proactively address issues across its IT landscape
  • Provide data and reporting of KPI's and trends in ad-hoc, weekly, monthly and as needed. Lead Ticket Deep Dive process and develop strategies for improvement.
  • Own and drive improvements for Incident and Major Incident Management processes
  • Oversee process for communicating outages and emergency activities to the organization
  • Guide service providers to identify recurring problems in the IT environment and insure corrective and preventative action plans are fully actioned by appropriate teams
  • Mature use of Knowledge Management services within internal EIS support teams as well as end users to promote self-service options

  • Bachelor's degree in computer science, information technology or related degree
  • Typically 10+ years of progressively increasing responsibility in the End User Services area
  • Experience managing support analysts providing traditional desktop support and troubleshooting, hardware/software installation and configuration, phone system and video conferencing support
  • Experience managing distributed teams consisting of blended resources
  • Very strong working knowledge and experience of ITIL and Service Management processes (e.g. incident, problem, change management) and how to integrate them into managed services operating model
  • Passion for service delivery, Customer Service, User Experience and operational excellence
  • Highly customer focused, collaborative, accountable and results driven
  • Excellent verbal and written communication skills; ability to communicate effectively to large audiences via email and in person.
  • Ability to establish strong and productive working relationships at all levels (Admin to CEO)
  • Gains consensus, leads, influences, decision making, and ensures cross-discipline participation and feedback
  • Working knowledge of ServiceNow
  • Working knowledge of Ivanti Landesk suite
  • Ability to obtain and maintain TS/SCI clearance issued by the U.S. Government. U.S. citizenship is required

  • ITIL foundations certification preferred
  • Organizational change management experience.
  • TS/SCI clearance

Ways We Reward Our Employees

During your interview process, our team will provide all the details of our industry-leading benefits and career development opportunities. A few highlights include:
  • A work environment built on teamwork, flexibility and respect
  • Professional growth and development programs to help advance your career, as well as tuition reimbursement
  • Variable pay program for exceptional contributions
  • Comprehensive health care and wellness plans for your entire family
  • Flextime and virtual work options (if applicable)
  • 401(k) Savings Plan featuring a company match, regardless of whether you contribute
  • Paid holidays and paid time off
  • Flexible spending accounts
  • Relocation assistance (if applicable)

We are all unique, from diverse backgrounds and all walks of life, yet one thing bonds all of us to each other-the belief that we can make a difference. This core belief empowers us to do our best work at The Aerospace Corporation.

Equal Opportunity Commitment

The Aerospace Corporation is an Equal Opportunity/Affirmative Action employer. We believe that a diverse workforce creates an environment in which unique ideas are developed and differing perspectives are valued, producing superior customer solutions. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, age, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender, gender identity or expression, color, religion, genetic information, marital status, ancestry, national origin, protected veteran status, physical disability, medical condition, mental disability, or disability status and any other characteristic protected by state or federal law. If you're an individual with a disability or a disabled veteran who needs assistance using our online job search and application tools or need reasonable accommodation to complete the job application process, please contact us by phone ator by email at . You can also review The Equal Employment Opportunity is the Law and the supplement, as well as the Pay Transparency Policy Statement.

Company Information

A trusted partner. A national resource. A leader in national security space. We are THE Aerospace Corporation. A team that takes pride in our readiness to solve some of the most complex technical challenges in existence. With challenges spanning government to commercial, you’ll have the unique opportunity to work on projects that are literally evolving our nation's space and launch capabilities. We all share a common passion and aspiration – to serve a mission much bigger than ourselves. When you join our team, you’ll be part of a rare collection of thought leaders and game-changing innovators. Are you ready to launch your career?

Dice Id : 90970895
Position Id : R001357
Originally Posted : 1 month ago

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