Requisition Number: 23207
Required Travel: 0 - 10%
Employment Type: Full Time/Salaried/Exempt
Anticipated Salary Range: $155,929.00 - $215,000.00
Security Clearance: Ability to Obtain
Level of Experience: Senior
Meet HII's Mission Technologies Division
Our team of more than 7,000 professionals worldwide delivers all-domain expertise and advanced technologies in service of mission partners across the globe. Mission Technologies is leading the next evolution of national defense - the data evolution - by accelerating a breadth of national security solutions for government and commercial customers. Our capabilities range from C5ISR, AI and Big Data, cyber operations and synthetic training environments to fleet sustainment, environmental remediation and the largest family of unmanned underwater vehicles in every class. Find the role that's right for you. Apply today. We look forward to meeting you.
To learn more about Mission Technologies, click here for a short video: https://vimeo.com/732533072
Come Join HII! Where Hard Stuff is Done Right!
HII Mission Technologies seeks an IT Service Delivery Senior Manager to lead a geographically dispersed team providing advanced technical support for hardware, software, and enterprise systems. This position is responsible for ensuring consistent, high-quality support across remote and onsite environments, serving as an escalation point for complex issues, and driving continuous improvement in service delivery and user experience.
Responsibilities: I want to and can do that!
Lead, mentor, and manage the Tier 2 support team, including both remote and onsite personnel.
Ensure timely and effective resolution of escalated technical incidents and service requests.
Develop and maintain standard operating procedures (SOPs) for Tier 2 support processes.
Collaborate with Tier 1 support, infrastructure, and application teams to drive resolution of cross-functional issues.
Implement and track service metrics, KPIs, and SLAs to ensure performance targets are met or exceeded.
Identify trends in support issues and proactively recommend solutions to reduce incident volume.
Lead the development of knowledge base articles and training materials for internal use.
Manage schedules, resource planning, and on-call rotations to ensure 24x7 coverage where and when needed.
Oversee remote support toolsets, ensuring secure and efficient access to end-user environments.
Maintain compliance with IT security policies and industry best practices.
Support audits, security reviews, and documentation as required for regulatory and corporate compliance.
Requirements: I have already done that or have it!
8 years relevant progressive experience with Bachelors in related field; 6 years relevant progressive experience with Masters in related field; or High School Diploma or equivalent and 12 years relevant progressive experience.
8+ years of IT support experience, including 3+ years in a leadership or management role.
Strong understanding of enterprise IT environments including Windows, MacOS, Active Directory, networking, and cloud-based services (e.g., O365, Azure).
Experience supporting remote workers and endpoint management platforms (e.g., Intune, JAMF).
Exceptional leadership, team-building, and conflict-resolution skills.
Excellent communication and stakeholder management abilities.
Onsite work expected with occasional travel to support satellite locations.
Must be able to participate in a rotating on-call schedule, if required.
Preferred Requirements
ITIL v4 Foundation or higher certification.
Experience in regulated environments, such as defense and energy.
Familiarity with ServiceNow or similar ITSM platforms.
Project management experience (Agile or PMP certified a plus).
Physical Requirements
May be required to visit job site in an industrial or shipboard environment. Normally not required to lift more than 40 pounds higher than three feet above feet/floor level.
HII is more than a job - it's an opportunity to build a new future. We offer competitive benefits such as best-in-class medical, dental and vision plan choices; wellness resources; employee assistance programs; Savings Plan Options (401(k)); financial planning tools, life insurance; employee discounts; paid holidays and paid time off; tuition reimbursement; as well as early childhood and post-secondary education scholarships. Bonus/other non-recurrent compensation is occasionally offered for qualified positions, and if applicable to this role will be addressed by the recruiter at the screening phase of application.
The listed salary range for this role is intended as a good faith estimate based on the role's location, expectations, and responsibilities. When extending an offer, HII's Mission Technologies division takes a variety of factors into consideration which include, but are not limited to, the role's function and a candidate's education or training, work experience, and key skills.
Why HII
We build the world's most powerful, survivable naval ships and defense technology solutions that safeguard our seas, sky, land, space and cyber. Our workforce includes skilled tradespeople; artificial intelligence, machine learning (AI/ML) experts; engineers; technologists; scientists; logistics experts; and business administration professionals.
Recognized as one of America's top large company employers, we are a values and ethics driven organization that puts people's safety and well-being first. Regardless of your role or where you serve, at HII, you'll find a supportive and welcoming environment, competitive benefits, and valuable educational and training programs for continual career growth at every stage of your career.
Together we are working to ensure a future where everyone can be free and thrive.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.
Do You Need Assistance?
If you need a reasonable accommodation for any part of the employment process, please send an e-mail to buildyourcareer@hii-co.com and let us know the nature of your request and your contact information. Reasonable accommodations are considered on a case-by-case basis. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address. Additionally, you may also call 1-844-849-8463 for assistance. Press #3 for HII Mission Technologies.
