Second Shift FR Unit Manager

Akima; Williamsburg (KY); On-site; USD 70,000 - 90,000; Full time

Job summary

LDRM, a joint venture between Lockwood Hills Federal (an Akima company) and DTSV, seeks a Second Shift Unit Manager in Williamsburg, KY. You will supervise Supervisors and coordinators, hire and develop staff, and ensure contract deliverables are met for effective customer oversight.

The role requires strong communication, advanced Excel skills, and experience with Avaya ACD and NICE systems, plus U.S. citizenship and a Secret clearance.

Qualifications

• Must be a U.S. citizen with a current, active Secret level security clearance.
• Bachelor’s Degree or four years of additional experience may be substituted for a BS/BA degree.
• Two years of management experience.
• Four years of analytical or information processing experience.
• Strong written and spoken English communication skills.

Responsibilities

• Directly supervise, coach and develop Supervisors, Workload Coordinators and other management staff as assigned.
• Hire and manage a technically proficient and professionally capable staff throughout the life of the contract.
• Provide timely deliverables and performance related data to the customer to allow monitoring, oversight and performance measurement of support services.
• Suggest process improvements to improve service delivery and performance.
• Promote innovation, efficiency, and effectiveness.
• Resolve problems with minimal disruption to contract activities.
• Participate in conference calls and digital video conferences with overseas posts, CA/VO, DOS, and other U.S. Government agencies.

Skills

English proficiency

Staff coaching

Staff development

MS Office

Excel (Advanced)

Avaya ACD

NICE

Interpersonal skills

Team leadership

Security clearance

Education

Bachelor’s Degree or equivalent experience

Tools

Avaya ACD

NICE

Microsoft Office

Job description

LDRM is looking for a Second Shift Unit Manager to work in Williamsburg, KY.

Responsibilities

• Directly supervise, coach and develop Supervisors, Workload Coordinators and other management staff as assigned
• Hire and manage a technically proficient and professionally capable staff throughout the life of the contract.
• Provide timely deliverables and performance related data to the customer in order to allow adequate monitoring, oversight, and performance measurement of support services.
• Suggest process improvements to improve service delivery and performance.
• Promote innovation, efficiency, and effectiveness.
• Resolve problems with minimal disruption to the activities being performed under the contract.
• Participate in conference calls and digital video conferences as required with overseas posts, CA/VO, DOS, and other U.S. Government agencies. May be requested to provide formal and informal briefings to visitors.

Qualifications

• Strong command of the English language both verbally and written.
• Excellent written and oral communication skills.
• Strong administrative and organizational skills.
• Proficient with Microsoft Office software package.
• Experience working with Avaya Automatic Call Distribution Software (ACD).
• Experience working with NICE Contact Center Interaction Recording Software.
• Advanced knowledge and skills in Microsoft Excel
• Good interpersonal and communication skills.
• Ability to interact with personnel at all levels.
• Demonstrate a professional work ethic.
• Basic understanding of geography.
• Ability to work independently and as a member of the team.
• Must be a U.S. citizen with a current, active Secret level security clearance.
• Must successfully complete a comprehensive 10-year criminal and credit history background check.
• Bachelor’s Degree; or four (4) years of additional experience may be substituted for a BS/BA degree
• Two (2) years of management experience.
• Four (4) years of analytical or information processing experience in a field that equips the applicant with the knowledge, skills and abilities to successfully manage teams of analysts.

Job ID

2026-25503

Work Type

On-Site

Company Description

Work Where it Matters

LDRM, a joint venture comprised of Lockwood Hills Federal, an Akima company, and DTSV, is not just another technical support contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska.

At LDRM, the work you do every day makes a difference in the lives of our 15,000 Iñupiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States.

For our shareholders, LDRM provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years.

For our government customers, LDRM provides technical, operational, and administrative support services to federal agencies, including Department of State and the U.S. Patent and Trademark Office.

As an LDRM employee, you will be surrounded by a challenging, yet supportive work environment that is committed to innovation and diversity, two of our most important values. You will also have access to our comprehensive benefits and competitive pay in addition to growth opportunities and excellent retirement options.

Job ID:25503-en-us