Team Manager, Data Analytics and Quality

Job Summary

Amentum is currently seeking a Team Manager, Data Analytics and Quality to support an IT Managed Services program for the Department of Energy. The overall program includes a 500+ work force performing Enterprise IT support, Service Desk, and Telecommunications support across multiple facilities and locations, for classified and unclassified telecommunications and information technology (IT) systems for National Technology and Engineering Solutions of Sandia (NTESS).

The Team Manager, Data Analytics and Quality works as part of Enterprise End-User Computing Services, which is comprised of teams that research, develop, and service the desktop and mobile computing environments across Sandia. Teams include Password Administration, Strategic Mobility project, Corporate Computing Help Desk, strategically located desktop support teams (CSUs), Personnel Moves, and other specialized support teams.

The Team Manager would assist in applying common best practices for the industry to the customer using a knowledge base to create conceptual business models and to identify relevant issues and considerations in selecting application software packages. Assess the operational and functional baseline of an organization and its organizational components and help to define the direction and strategy for an engagement while ensuring the organizational needs are being addressed. Typical areas addressed include Human Resources, Finance, Supply, and operations. Identify information technology inadequacies and/or deficiencies that affect the functional area’s ability to support/meet organizational goals. Support the development of functional area strategies for enhanced IT.

The Team Manager’s daily activities include leading a team of highly skilled employees working to accomplish a variety of tasks and activities in data analytics, training, system administration and innovation. Assisting the team in researching and applying best practices from industry leaders to drive efficiency, productivity and enhance usage of technology, people and process. Drawing from past experiences and lessons learned to develop recommendations for the team’s approach to new and existing projects. Using data, identify issues and opportunities within the environment, and develop proposed solutions to the customer. Providing education and mentoring to assist staff in career and skills development, encouraging an innovative and out of the box culture amongst staff.

Responsibilities:

• Responsible for the day-to-day supervision of team members–planning & oversight of the team & any daily associated activities.
• Exercise appropriate workflow & time management and assist team members in the same.
• Demonstrate outstanding customer service and leadership skills.
• Accountable for both the team’s service quality & performance.
• Ensure appropriate workload balancing for the team.
• Be the first point of escalation for customers & other IT staff.
• Provide support for all escalated service requests.
• Promote employee recognition, mentoring and career development.
• Analyze ticket trends & report issues to other IT groups as appropriate.
• Collaborate with other teams to address issues, opportunities for improvement.
• Participate in meetings with other IT groups to anticipate changes in the client environment, propose the appropriate action plans & inform/train staff accordingly.
• Appropriately document all required information to develop & maintain applicable operational materials.
• Participate in the screening, interviewing, & selection of staff.
• Initiate & participate in the hiring activities for the team, training & mentoring of new staff, work with staff to develop training goals & plans.
• Team members performance planning & reviews.
• Develop & administer corrective actions as appropriate.
• Perform problem analysis with appropriate recommendations for remedial action.
• Properly prepare other team leads and managers for customer presentations, quality audits, etc.
• Escalate all pertinent issues to the Operations Manager, or Deputy PM.
• Partner with your peers to communicate new solutions & assist with solution development.
• Provide prompt response to client & division requests,
• Primary point of contact with any client-related delegates or representatives.
• Provide customers with regular updates through meetings & communications.
• Conduct/participate in meetings with team staff & client management.
• Participate in applicable IT projects.
• Other duties may-be-assigned.

• Must be a U.S. Citizen.
• Ability to obtain a TOP SECRET (TS) or DOE Q clearance and the ability to maintain it for the life of the contract.
• Must have a Bachelors Degree and 4 years of experience OR an Associates Degree and 8 years of experience OR High School Diploma / GED and 12 years of experience.
• Four years’ experience directly managing and supervising teams. Management of remote/hybrid teams is preferable.
• Advanced understanding of Microsoft Business Intelligence reporting application, Excel, PowerPoint, and other Microsoft Office applications.
• Advanced level understanding of ServiceNow, Remedy, Heat or other ITSM ticketing platform.
• 3-4 years of experience operating within ITSM best practices.
• Experience with developing and managing Service Level Agreements (SLAs).

• ITIL/ITSM V.4 Foundation Certification.
• An Active Clearance is strongly desired.
• Experience in creating data driven solutions using the ServiceNow platform.