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Hagerstown, MD Full Time Posted by: Sierra Nevada Corporation Posted: Sunday, 22 November 2020
The Manger of IT End User Support is responsible for ensuring the delivery of end user IT support services at all locations assigned as they relate to the IT mission. Responsible for developing, leading, and motivating a team of IT support professionals in the delivery of technical/non-technical support with outstanding customer service and high-levels of user satisfaction.


Manage IT End User Support team for the successful delivery of IT support services for all SNC end users.

Maintain a high level of customer satisfaction for all employees, visitors with IT requirements, and VIP users

Manage the maintenance and support of SNC conference rooms and AV equipment.

Lead and participate in the delivery of cross-functional IT projects to achieve IT and BA initiatives

Prepare weekly status reports and present IT performance and strategic goals

Assist in developing, planning and testing product releases and upgrades

Develop, document, and maintain formal processes and procedures ensuring service consistency and increased team productivity

Develop and enhance cooperative interdepartmental and vendor relationships and communications

Develop and maintain relationships with key stakeholders.

Facilitate, manage and coordinate regional site IT support functions including but not limited to site openings, closures and moves

Participate in planning and managing the IT budget and assets allocated to the region

Align support services to ITSM best practices using ITIL framework


Responsible for thoughtful adherence to all SNC Policies, Procedures, and Compliance regulations (internal and external)

Responsible for timely execution of all personnel-related activities such as Time Sheet completion, Performance Evaluations, Salary Reviews, Succession Planning, etc.

Responsible for leadership oversight and for ensuring Department/Team training


Minimum physical requirements to perform all duties and responsibilities, as defined by management

SNC job descriptions are meant as summarizations only. They do not necessarily reflect all duties and responsibilities of a position.


7+ years experience in an enterprise IT organization with three (3) years managing end user support

Education Requirement: Bachelor's Degree in Computer Science, Information Technology, or equivalent related work experience.

Experience with ITIL process improvement activities including Incident, Request, Problem and Change Management.

Excellent interpersonal and communication skills to interact effectively with others.

Proven project management and decision-making capabilities.

The ability to obtain and maintain a Secret U.S. Security Clearance is required


This position requires the ability to obtain and maintain a Secret U.S. Security Clearance. U.S. Citizenship status is required as this position needs an active U.S. Security Clearance for employment. Non-US citizens may not be eligible to obtain a security clearance. The Department of Defense Consolidated Adjudications Facility (DoD CAF), a federal government agency, handles the adjudicative aspects of the security clearance eligibility process for industry applicants. Adjudicative factors which affect the outcome of the eligibility determination include, but are not limited to, allegiance to the US, foreign influence, foreign preference, criminal conduct, security violations and illegal drug use.

At Sierra Nevada Corporation (SNC) we deliver customer-focused technology and best-of-breed integrations in the aerospace and defense sectors. SNC has been honored as one of the most innovative U.S. companies in space, a Tier One Superior Supplier for the U.S. Air Force, and as one of America's fastest-growing companies. Learn more about SNC

Sierra Nevada Corporation is an Equal Opportunity Employer

- Minority/Female/Disability/Veteran, or any other protected status

pursuant to applicable local, state or federal law, ordinance or regulation.

Hagerstown, MD, United States of America
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11/22/2020 4:39:47 AM

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