End User Services Manager

GovCIO is hiring an End User Services Manager to support the USFK USACIAS-P program in the Republic of Korea (South Korea). This position will be located at USAG Humphreys, Pyeongtaek, Korea, and will be a fully onsite position. This position reports directly to the Program Manager.

Directs all phases of End User Services operations from planning and inception through execution and continuous improvement. Responsible for the cost, schedule, and technical performance of End User Services within the Maverick TO and associated TDLs, including Tier 2 and Tier 3 support for workstation, account access, messaging, portal, hardware, software, and collaboration issues across the CX-K enterprise. Coordinates the preparation of staffing plans, performance reports, operating budgets, and service level metrics in alignment with ITSM best practices and TDL deliverables.

• Acts as the primary contractor point of contact for End User Services activities. Develops and expands service capabilities with the customer through proactive user training programs, knowledge base enhancements, and process improvements to minimize Tier 1 escalations and preventable incidents.
• Directs the work of employees assigned to End User Services from technical support, training, and administrative areas, including the Tier 2 End User Support team, the Tier 3 End User Support team, and the End User Training team.
• Maintains aggressive efforts to achieve objectives for service availability, rapid resolution of Tier 2/Tier 3 incidents, high user satisfaction, and support during major exercises and contingencies.
• Prepares manpower staffing plans, including skill and labor mix, to support contract operations in South Korea. May be responsible for recruiting, interviewing, and hiring staff with relevant experience in Korea/USFK.

Bachelor's with 12+ years (or commensurate experience)

Required Skills and Experience

• Clearance Required: Secret
• Proven ability to direct professional and technical personnel across support areas in a high-stakes operational setting.
• Ability to serve as primary contractor POC for USFK/government stakeholders and clearly delineate contractor (Tier 2/3) vs. government (Tier 1) responsibilities in reports, deliverables, and interactions

Preferred Skills and Experience

• Practical application of service management best practices to optimize Tier 2/3 delivery and continual improvement
• Hands-on experience with the IT services in a joint ROK/US environment

#NSS

#KR

#DL

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

What You Can Expect

Interview & Hiring Process

If you are selected to move forward through the process, here’s what you can expect:

• During the Interview Process
• Virtual video interview conducted via video with the hiring manager and/or team
• Camera must be on
• A valid photo ID must be presented during each interview

• During the Hiring Process
• Enhanced Biometrics ID verification screening
• Background check, to include:
• Criminal history (past 7 years)
• Verification of your highest level of education
• Verification of your employment history (past 7 years), based on information provided in your application

Employee Perks

At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:

• Employee Assistance Program (EAP)
• Corporate Discounts
• Learning & Development platform, to include certification preparation content
• Training, Education and Certification Assistance*
• Referral Bonus Program
• Internal Mobility Program
• Pet Insurance
• Flexible Work Environment

*Available to full-time employees

Our employees’ unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.