HPC US Defense District Service Manager, (Clearance TS/SCI with Poly) Maryland

HPE · All · $6–$12/hr (stated in the posting)

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Job Description:

You will provide direct and remote team leadership to deliver technical services to HPC solutions designed to meet customers’ business needs and ensure we provide outstanding customer experience. This role will interact and collaborate with other service managers along with ER managers daily. This position will coach, guide, and mentor to team members and are responsible for the personal and professional growth of those on their team.

This HPC team will assist in providing up to 24x7 end-to-end support by interacting directly with a HPC customer base. This team will manage the system administration and technical service case workflow from open to close and provide world-class service by diagnosing, troubleshooting, and addressing technical service requests. You will work as a trusted advisor to maintain effective customer relationships and ensure the team maintains knowledge of leading-edge technologies and industry/market domain knowledge. The team may elevate cases to the ER team(s) when more in-depth products knowledge is required to resolve complicated issues. The team will remain engaged on elevated cases to assist and ensure that the customer’s technical service needs are completed appropriately.

US Citizenship required

Clearance: Top Secret with SCI and Full Scope Poly required

Travel: Mandatory travel 25/30% throughout the Maryland area. Will work remote when not traveling to client sites.

Preferred Residency: Maryland

Job requirements:     

• Service delivery

• Work closely with the Site Team [Leads, system administrators, technical consultants] to plan, direct, and monitor operational/tactical activities of technical on-site team to deliver appropriate high-quality support. Make tradeoffs based on budget, time, and resource constraints.

• Own the mission of maintaining full system availability to mee contracted SLAs by actively managing alerts and system health.

• Manage / coordinate customer escalations, and escalations of technical, process, or materials issues encountered by field team

• Develops and leads the standard process and reusable solutions and workarounds that are innovative and demonstrate a technical knowledge of the affected products, processes, and the customer environment.

• Provide guidance on process improvements and recommend changes in alignment with business tactics and strategy for area of responsibility.

• Responsible for the full understanding of the service contract and associated terms and conditions.

• Proactively identify, report on, and close risks to Service Level Agreement (SLA), system availability or customer satisfaction.

• Meet business and operational targets by managing core site and business metrics - Key Performance Indicators (KPIs)
• Work with your leader to set, monitor and control the direct and contractor staffing levels to achieve performance metrics which include:
• Ongoing Engineer performance improvements
• Establish and meet team specific technical service case quality goals
• Collect, analyze, and report on data related to problem reports and service trends.
• Provide monthly status reports highlighting success and areas that need improvement to Services Geo Lead (Director)

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• Inter-team relations

• Build positive internal and external relationships to influence others, maintain great team dynamics to foster continuous, collaborative innovation with customers and site leadership.

• Establish and maintain close collaborative relationship with the sales account team, ASMs, PM and other stakeholders.

• Work from customer site 2-3 days per week for local sites and regularly visit remote sites to field teams and customers (approximately 30% travel); target every 6 weeks.

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• Team management

• Direct manager of site team personnel across multiple field sites (typically 1-4 sites, 10-20 people including site leads)

• Recruit, onboard, and support development of direct staff members or contractors.

• Provide coaching and leadership to assigned technical staff.

• Manage administrative activities such as one-on-one feedback, annual performance reviews, payroll, approving of time off, promotion nomination packages, etc.

• Proactively gauge current and 6–12-month outlook of required head count, considering site revenue and budget

• On-board new team members general needs (e.g. HPE IT, payroll, benefits, leave, etc.)

Additional desired skills:

• Self-motivation, listening skills, action oriented and maintain composure
• Relationship building and management skills, including partnering and consulting to build peer relationships
• Leadership competencies such as action oriented, coaching, teambuilding, conflict resolution, and management
• Ability to manage multiple priorities project management skills including time and risk management, resource prioritization, and project structuring
• Solid decision quality competency with fact based analytic problem-solving skills
• Communication skills that catered to a wide variety of audiences (e.g., written, verbal, presentation); strong English skills desired
• Business acumen, technical knowledge, and industry experience encompassing one or more technical support and high-tech products and domains
• After hours work will be required periodically

Key qualifications include:

• Bachelors degree in Engineering or Computer Science or Business with equivalent practical experience of five (5) to ten (10) or more years of related managerial experience, including direct people leadership (HPC field team lead or supervision) experience.
• Position requires an active Top Secret/SCI with Full Scope Polygraph clearance.
• Strong customer experience focus, ability to act as liaison to customer
• Excellent written and verbal communication skills.
• Must be willing to assume responsibility and drives tasks through to successful completion while bridging to other teams and areas of completion.
• Having worked in technical customer support or lead customer support teams would be a distinct advantage.
• Ability to work in a multi-technology multi-vendor environment where the team will diagnose complex technical problems to their root cause. Has ability to forecast outcomes and situational impact at a practical level.
• Experience in a dynamic environment / adaptable to change / receptive to constructive feedback
• 360-degree relationship and communication to peers, junior staff, leaders, and customers

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Accessibility

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here.

Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

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Information about employee benefits offered in the US can be found at https://myhperewards.com/main/new-hire-enrollment.html

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