Sustainment Operations Manager

3 weeks ago


Fort Knox, United States VELOCITY EXECUTION GROUP INC Full time
Job DescriptionJob Description
  • Serve as the primary liaison between the IPPS-A Tier 1 and Tier 2 Help Desks and the IPPS-A Product Support Division regarding the operations and maintenance of the IPPS-A system platform. 
  • Monitors help desk activities to include the identification, prioritization, and resolution of end user help requests. 
  • Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. 
  • Design and enforce request handling and escalation policies and procedures. 
  • Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations. 
  • Track and analyze trends in Help Desk requests and generate statistical reports. Assist in the development, implementation, and administration of help desk staff training procedures and policies. 
  • Coordinate break fixes action, engineering change requests and authorized service interruptions at the Tier 1/2 level, to include but not limited to installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. 


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