Operations and Support Lead

Paradyme Management Inc. - Washington, DC

Full-timeEstimated: $62,000 - $81,000 a year

Paradyme Management is looking to hire an Operations and Support Lead for a full-time position supporting the development, maintenance, and sustainment of a Globally Deployed PeopleSoft Human Capital Management System. The Operations and Support Lead will provide leadership and guidance to a team of 10 staff members made up of Tier II Analysts and PeopleSoft Functional Analysts. The candidate will also serve as the liaison to customer for all Operations and Support related matters including email-based helpdesk support services to end users of the Globally Deployed PeopleSoft Human Capital Management System which is based on PeopleSoft HCM.


Ensure that established procedures to provide support by phone and email to users of the system are followed
Guide team members to communicate technical concepts to non-technical persons
Guide team members to communicate with individuals whose first language may not be English
Provide a strategy and institute it for the triage of support tickets. Also include the ability to provide issue resolution and involve functional analysts when necessary
Ensure that the team builds trusted relationships with peers and supported end-users which help to influence decision making
Ensure staff are constantly demonstrating broad knowledge of a technical/functional discipline and apply extensive expertise to solve user problems
Set the direction, manage and lead the Operations and Support team
Define, implement, and manage service support policies, agreements and standards; and initiate and direct reviews, audits, and risk assessments
Identify risks in current customer facing operations and develop solutions to mitigate those risks by collaborating with other teams
Manage escalations from customers including developing and executing response plans, advising staff, and requesting, directing, and managing resources from other departments
Provide input and help implement security related decisions and direction from ISSO
Coordinate cross-department responsibilities in customer facing incidents
Maintain ticket tracking and provide strategies and enhancements for better productivity and customer satisfaction
Generate Reports for leadership on support team statistics as it relates to customer support issues as well as internal team metrics
Other tasks as assigned by the OPS Deployment Project Manager

3-5 years of experience leading a support team, managing direct reports
3-5 years of relevant professional experience directly related to software applications
Excellent customer service and communication skills, both verbal and written
Ability to work in a fast paced environment
Advanced troubleshooting abilities with end-user customers
Proficiency or working knowledge of Reports and Queries

Desired Qualifications:
Expertise in PeopleSoft HCM is preferred
Knowledge of Agile methodologies is a plus
Relevant BS Degree, Computer Science, Engineering, Math, Business, Communications is a plus
Experience working with PeopleSoft HCM or other enterprise business application is a plus
Experience working with trouble ticketing systems such as Remedy is a plus
Experience with configuration or technical coding is a plus

Clearance Requirement:
Interim or Active Secret and be eligible for a Top-Secret clearance
EEO Statement

Paradyme Management Inc. is a consulting organization that aligns information technology and business processes to drive measurable results. As an organization, Paradyme focuses on providing exceptional customer service to its clients, welcomes every employee into an atmosphere rich in collaboration and saturated in culture. Paradyme employs smart, dedicated, and driven employees who not only embody the mission and vision of Paradyme, but aid in supporting and strengthening organizational culture overall.

Paradyme is a federal contractor and an EEO and an Affirmative Action Employer. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, pregnancy-related disability, physical or mental disability, genetic information, sexual orientation, marital status, familial status, personal appearance, occupation, citizenship, veteran or military status, gender identity or expression, or any other characteristic protected by federal, state or local law.