Job Description

　　Join BAE Systems and be part of a diverse and enthusiastic team who is supporting our customer's critical mission. We are searching for dedicated individuals to join one of new and expanding programs.

　　BAE Systems is seeking a PM for the FEMADex program to help design and implement a service desk to support our customer's data analytics system (EDAMI) in Washington DC. This help desk is focused on Tier 2 and Tier 3 Help Desk support call resolution. The FEMADex user community consists of staff at FEMA headquarters, across the 10 FEMA regions, and the FEMA disaster workforce; members of other federal agencies; state, local, tribal, and territorial.

　　Job Summary:

　　Ensure staff are properly trained, and work with staff to refresh skills when needed. Support includes interfacing with customers via telephone, email, and the FEMA help desk ticketing system. Activities require interaction with application software and operating systems to diagnose and resolve problems. The position requires independent analyses, great communication and problem solving skills.

　　The ideal candidate will have a continual service improvement focus and must be able to provide measurements of key performance indicators and critical success factors.

　　Responsibilities:Develop, maintain, and mature a FEMADex Help Desk Plan that describes how the EDAMI Program will provide comprehensive Help Desk services. Iterate on the FEMADex Help Desk Plan with the EDAMI PMO until it is approved.Develop and maintain a FEMADex Help Desk Standard Operating Procedure to inform FEMADex Help Desk operations.Implements appropriate controls and quality assurance; ensures adherence to FEMA processes and procedures, consistent and efficient trouble resolution, error reduction, and continuous process improvement. Implement FEMADex Help Desk Operations per the FEMADex Help Desk Plan and its complimentary FEMADex Help Desk Standard Operating Procedure.Collaborate with the FEMA OCIO ESD as necessary to ensure seamless communications and operations Collaborate with other teams that support the EDAMI Program and keep pace with program-wide initiatives to stay updated on all product development and deployment activities.Ensure all FEMADex Help Desk staff are trained on its processes and standards and are kept updated on program information.Maintain productive relationships with other EDAMI team members who may need to provide support for Tier 2 and Tier 3 tickets.Provide leadership for technical support team at all levels including daily supervision, coaching, performance management and development.

　　Required Education, Experience, & Skills

　　Required Skills:

　　5+ years of proven experience in Service/Help Desk ManagementExperience in project management, Help Desk management, evaluation methods, quality assurance, and business processes. Attention to detail and commitment to high quality/error free deliverables Experience producing deliverables in alternate formats including Microsoft Word, Microsoft PowerPoint, Microsoft Excel, SharePoint, and Jira.Excellent communication skills both verbal and writtenHighly self-motivated with excellent interpersonal and collaborative skills

　　Preferred Education, Experience, & Skills

　　Preferred Skills and Education:ITIL certificationBachelor's in Computer Science, Information Systems or an Information Technology- intensive discipline

　　Pay Information

　　Full-Time Salary Range: $109120 - $185460

　　Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.

　　Employee Benefits: At BAE Systems, we support our employees in all aspects of their life, including their health and financial well-being. Regular employees scheduled to work 20+ hours per week are offered: health, dental, and vision insurance; health savings accounts; a 401(k) savings plan; disability coverage; and life and accident insurance. We also have an employee assistance program, a legal plan, and other perks including discounts on things like home, auto, and pet insurance. Our leave programs include paid time off, paid holidays, as well as other types of leave, including paid parental, military, bereavement, and any applicable federal and state sick leave. Employees may participate in the company recognition program to receive monetary or non-monetary recognition awards. Other incentives may be available based on position level and/or job specifics.

　　About BAE Systems Intelligence & Security

　　BAE Systems, Inc. is the U.S. subsidiary of BAE Systems plc, an international defense, aerospace and security company which delivers a full range of products and services for air, land and naval forces, as well as advanced electronics, security, information technology solutions and customer support services. Improving the future and protecting lives is an ambitious mission, but it's what we do at BAE Systems. Working here means using your passion and ingenuity where it counts - defending national security with breakthrough technology, superior products, and intelligence solutions. As you develop the latest technology and defend national security, you will continually hone your skills on a team-making a big impact on a global scale. At BAE Systems, you'll find a rewarding career that truly makes a difference.

　　Intelligence & Security (I&S), based in McLean, Virginia, designs and delivers advanced defense, intelligence, and security solutions that support the important missions of our customers. Our pride and dedication shows in everything we do-from intelligence analysis, cyber operations and IT expertise to systems development, systems integration, and operations and maintenance services. Knowing that our work enables the U.S. military and government to recognize, manage and defeat threats inspires us to push ourselves and our technologies to new levels.

　　Our Commitment to Diversity, Equity, and Inclusion:

　　At BAE Systems, we work hard every day to nurture an inclusive culture where employees are valued and feel like they belong. We are conscious of the need for all employees to see themselves reflected at every level of the company and know that in order to unlock the full potential of our workforce, everyone must feel confident being their best, most sincere self and be equipped to thrive. We provide impactful professional development experiences to our employees and invest in social impact partnerships to uplift communities and drive purposeful change. Here you will find significant opportunities to do meaningful work in an environment intentionally designed to be one where you will learn, grow and belong.