Top Secret/SCI HPC District Services Manager

HITEC

Maryland

Hybrid

USD 150,000 - 190,000

Full time

4 days ago

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Job summary

Hewlett Packard Enterprise (HPE) is seeking a proactive service delivery leader to guide the on-site HPC support team across Maryland. You will coach, mentor, and coordinate site Leads, system administrators, and technical consultants to deliver high-quality, timely technical services.

You will own the mission of maintaining full system availability to meet contracted SLAs, manage escalations, report on KPIs, and work with leadership to optimize staffing and processes.

Qualifications

Experience delivering IT services with SLA commitments.
Proven ability to lead and mentor cross-functional teams.
Strong problem-solving and decision-making skills.

Responsibilities

Plan, direct, and monitor operational/tactical activities of the on-site team to deliver high-quality support.
Own the mission of maintaining full system availability to meet contracted SLAs.
Coordinate customer escalations and technical/process issues for field teams.
Develop and lead standard processes and reusable solutions for the customer environment.
Provide guidance on process improvements aligned with business tactics and strategy.
Ensure understanding of the service contract terms and conditions.
Proactively identify and close risks to SLA, system availability, or customer satisfaction.
Meet business and operational targets by managing site and staffing KPIs.

Skills

Leadership

Customer service

IT service management

SLA management

Job description

You will own the mission of maintaining full system availability to meet contracted SLAs, manage escalations, report on KPIs, and work with leadership to optimize staffing and processes.

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