Description
Ricardo Defense is currently recruiting for an experienced User Support Manager to join our Information Technology Department in our Troy, MI office.
This is a Hybrid position which will allow some work from home.
Qualified candidates must be local to the Troy, MI office
Essential Duties and Responsibilities:
Oversee the operations of the service desk, including ticket management, incident resolution, and service request fulfillment while ensuring timely response and resolution of user issues and inquiries
Monitor and measure performance against SLAs to ensure service quality and customer satisfaction
Generate reports and dashboards to track user support performance, trends, and key performance indicator adherence
Allocate resources, including staffing, equipment, and tools, to meet service desk demands and workload requirements
Continuously review and optimize user support processes, workflows, and procedures while identifying areas for improvement, implementing best practices, and driving efficiency gains
Manage the incident management process for resolving user-reported incidents and service disruptions while ensuring incidents are logged, categorized, prioritized, and resolved within agreed-upon timeframes
Lead problem management activities to identify root causes of recurring issues and prevent future incidents
Develop and deliver user training programs and documentation to enhance user knowledge and self-service capabilities
Monitor customer satisfaction levels through surveys, feedback mechanisms, and customer interactions
Requirements
A Bachelor's degree in Computer Science, Information Technology, or a related field from an accredited college or university is required
Must be able to obtain a US Secret Clearance. Minimum requirement to obtain a clearance is U.S Citizenship. Only applicants that meet this requirement will be considered
Sponsorship for this position is not provided
A minimum of ten years of experience in a user support role, with at least 3 years in a managerial or supervisory capacity
Strong understanding of IT infrastructure, software applications, and hardware components
Ability to diagnose and resolve technical issues effectively
Familiarity with help desk software, ticketing systems, remote access tools, and monitoring solutions
Proven experience in leading and managing a support team, including hiring, training, and performance evaluation
Ability to develop and implement support strategies, policies, and procedures to improve service delivery
Experience in managing projects, allocating resources, and meeting deadlines
Excellent verbal and written communication skills, with the ability to convey technical information clearly and effectively to non-technical users
Ricardo Defense offers an impressive compensation and benefits package including:
Medical, Dental & Vision Benefits
Company Paid Life and AD&D
Company Paid Short Term and Long-Term Disability
Flexible Spending & HSA Accounts
Legal & ID Shield Services
401k with Company Match
Paid holidays, vacation, and sick days
About Us:
Ricardo Defense Inc, is the business entity within Ricardo plc that works on classified safety and defense contracts for the US DoD and it therefore operates as a separate entity governed by a Special Security Agreement (SSA). Ricardo Defense Inc provides solutions to meet the challenges faced by defense customers in the integration of complex and diverse systems specializing in taking innovative technologies from science to real-world deployment. For more information, visit .
Ricardo Defense Inc, is a proud recipient of the 2022 and 2023 Hire Vets Gold Medallion Award.
Ricardo Defense Inc, is an Equal Opportunity/Affirmative Action employer. All qualified applicants will be considered without regard to race, color, religion, national origin, sex (including gender identity or gender expression), age, mental or physical disability, creed, ancestry, citizenship, veteran status, marital status, sexual orientation, medical condition, genetic trait or any other characteristic protected by federal, state or local law.
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Ricardo Defense is an Equal Opportunity/Affirmative Action employer. All qualified applicants will be considered without regard to race, color, religion, national origin, sex (including gender identity or gender expression), age, mental or physical disability, creed, ancestry, citizenship, veteran status, marital status, sexual orientation, medical condition, genetic trait or any other characteristic protected by federal, state or local law.
