PDC Manager

Perspecta - Louisville, KY (30+ days ago)3.5


Every day at Perspecta, we enable hundreds of thousands of people to take on our nation’s most important work. We’re a company founded on a diverse set of capabilities and skills, bound together by a single promise: we never stop solving our nation’s most complex challenges. Our team of engineers, analysts, developers, investigators, integrators and architects work tirelessly to create innovative solutions. We continually push ourselves—to respond, to adapt, to go further. To look ahead to the changing landscape and develop new and innovative ways to serve our customers. Perspecta works with U.S. government customers in defense, intelligence, civilian, health care, and state and local markets. Our high-caliber employees are rewarded in many ways—not only through competitive salaries and benefits packages, but the opportunity to create a meaningful impact in jobs and on projects that matter. Perspecta’s talented and robust workforce—14,000 strong—stands ready to welcome you to the team. Let’s make an impact together. For more information please, visit www.perspecta.com PDC Manager Perspecta has an immediate need in our US Public Sector group for a PDC Manager in Louisville, KY. Responsible for coordinating and overseeing all PDC operations, including PDC IT Support and PDC System Administration. Work closely with stakeholders to define, document and adhere to proposed solutions and staffing schedules for PDC support. Responsible for coordinating and overseeing all PDC operations, including IT Support and System Administration. Work closely with stakeholders to define, document and adhere to proposed solutions and staffing schedules for support. Responsibilities shall include: • Serve as a liaison to stakeholders. • Schedule staff to meet coverage needs, adhering to guidance and requirements from client. • Manage the overall service desk and PDC system administration activities. • Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues. • Develop policies and procedures that outline how problems are identified, documented, assigned and corrected. • Develop and enforce request handling and escalation policies and procedures. • Oversee the development, implementation and administration of Service Desk staff and System Administration training procedures and policies. • Ensure appropriate training initiatives for new and existing staff. • Analyze performance of Service Desk activities and documented resolutions, identify problem areas and devise and deliver solutions to enhance quality of service and to prevent future problems. • Monitor incident trends and anticipate potential problems for proactive resolution. • Work with stakeholders in developing SLAs to establish problem resolution expectations and timeframes. • Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations. • Work with stakeholders to develop and communicate Knowledge database (SOPs, KBAs, Job-Aids & Training Documentation –end user instructional guides help sheets, usage guides, FAQs). • Attend meetings, training sessions and/or workshops as required. • Initiate and participate in Emergency Response Team (ERT) activities. • Update system status information in accordance with SOPs and/or KBAs. • Coordinate and manage dissemination of outgoing correspondence and notifications. • Work alongside stakeholder team to interpret and communicate data effectively. • Collaborate with PDC stakeholders to maintain, support and troubleshoot PDC software and hardware and install PDC software and hardware. • Collaborate with PDC stakeholders in developing SLAs to establish problem resolution expectations and timeframes. • Support IT Security Certification, Accreditation, Authorization and Compliance Activities. • Ensure compliance with appropriate SLAs as defined in Support Service Level Agreements. Required:

A degree in a Computer Science Engineering, Information Science, or Information Systems Management field, preferred.

Minimum of 5 years’ experience supervising and managing an IT service desk and System Administrators.

Experience in a Windows and Linux/UNIX environment installing, troubleshooting and configuring PCs and peripherals and providing technical support to users.

Apply IT security principles, methods and tools.

Experience working with customers, gathering and understanding customer issues and troubleshooting technical problems for hardware and systems used in PDC operations (e.g., high-speed scanners, conveyors, joggers, sorters, extractors)

Excellent written and verbal communication experience with peers, stakeholders and management.
This position requires United States Citizenship and eligibility to apply for/obtain a Public Trust Clearance.