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Director, End User Experience

3 months ago

Bath, United States General Dynamics - Bath Iron Works Full time

**Job Description**:
Bath Iron Works is the premier provider of surface combatants to the US Navy and utilizes advanced and integrated engineering, design, procurement, manufacturing resource planning, human resources and manufacturing systems to achieve our mission.

The Director, End User Experience will report to the Chief Information Officer and will be responsible for establishing BIW’s user experience focused on BIW’s mission and organizational goals. This Position will be responsible for all areas of the organization that have direct contact with our users; Help Desk, end user computing and end user mobility. He/She will oversee and contribute to the end-to-end user experience and ensure a stable, secure, easy to use solution that meets the user’s needs to achieve their goal. He/She will work collaborative with other areas of IT to ensure that changes in the IT are communicated and implemented with the least impact to BIW’s end user population.

The Director, End User Experience will:

- Act as user experience proponent and advocate.
- Manage the internal It Support team and evaluate skills and performances, ensure end user service is timely and accurate on a daily basis, support technician, set specific end user service standards.
- Contribute to improving IT support by actively monitoring and responding to end user’s queries, establish best practices through the entire technical support process, and identify areas of improvement.
- Evaluate daily, weekly and monthly team’s productivity, provide feedback to the appropriate internal teams like security, to improve cross problems solutions.
- Providing outstanding first level technical support as well as assisting in planning out and building our IT end user solutions.
- Lead the internal IT support team in our day-to-day IT operations, equipment provisioning, user access management, endpoint maintenance, & contributing to the overall improvement of our IT stack.
- Ensure Licensing Management.
- Support onboarding / off-boarding employees on corporate systems.
- Create and update manuals and documentation.
- Work collaboratively with all vendors, peers, and BIW leaders to ensure that IT solutions are meeting the needs of current and evolving business.

Required/Preferred Education/Training:

- Bachelor’s degree required or equivalent experience.
- At least 10 years of relevant experience in managing complex IT organizations.
- Ability to obtain an active Secret Security Clearance.
- This position requires you to be able to obtain a government security clearance. **Y**ou must be a US Citizen for consideration** and you must be able to obtain an interim security clearance within the first 45 days of hire. For more information regarding the security clearance process, please visit Investigations & Clearance Process (dcsa.mil)

Required/Preferred Experience:

- Exceptional customer service skills with a problem-solving attitude.
- Team management and leadership skills, team player, can collaborate in a productive fashion.
- Able to troubleshoot a large variety of technical issues.
- Ability to work under pressure.
- Solid technical background.
- Ability to think both short-term and long-term driving to a strategy.
- Excellent written and verbal communications skills.
- This position requires you to be able to obtain a government security clearance. **Y**ou must be a US Citizen for consideration** and you must be able to obtain an interim security clearance within the first 45 days of hire. For more information regarding the security clearance process, please visit Investigations & Clearance Process (dcsa.mil)