Customer Service Support

Entarian is looking for a Help Desk Service Manager to support the Naval Supply Systems Command (NAVSUP) Ordnance Information System (OIS) to provide technical expertise on a mission-critical program whose purpose is to develop, modernize, enhance, operate, and maintain services for OIS mission critical systems. This role serves as the primary administrative and customer support representative for the OIS Help Desk and Ship Install/Field Support team. In this role, you will be the central point of contact for fleet customers, manage the OIS support mailbox, monitor fleet synchronization compliance, maintain help desk ticketing actions, and ensure accurate communication between fleet users and OIS ship install/field technicians. *This position is based on site in a secure space in Yorktown, VA.* Primary Duties And Responsibilities Customer Support and Communication Serve as the alternate point of contact for incoming OIS support requests received via phone, email, Teams, or support ticket submissions. Assist in managing the OIS support mailbox and ensure customer inquiries receive timely responses. Assist in gathering preliminary information from customers, including screenshots, error messages, system information, points of contact, and issue descriptions. Maintain communication with fleet customers throughout the support process. Provide status updates to customers based on information received from assigned technicians. Follow up with customers for missing information or required actions necessary to support troubleshooting efforts. Determine when issues require escalation to an OIS field technician for advanced troubleshooting or onsite support. Ticket Management Assist in creating, updating, maintaining, and closing support tickets. Review Daily Status Reports (DSRs) submitted by OIS technicians and translate technical updates into clear and concise ticket entries. Assist in documenting actions taken, recommendations provided, and status changes based on technician feedback. Assist in ensuring all customer interactions, support actions, and resolutions are accurately reflected within ticketing system. Assist in monitoring open tickets and ensure appropriate follow-up actions are completed. Assist in maintaining ticket accuracy from creation through closure. Assist in closing support tickets upon confirmation that issues have been resolved or support efforts have been completed. Fleet Synchronization Monitoring Review daily OIS synchronization reports using approved high-side systems. Maintain and update fleet synchronization logs located on approved low-side repositories. Identify ships that have failed to synchronize within established compliance timelines. Proactively contact shipboard personnel when synchronization activity has not occurred within four days or as directed by program requirements. Create support tickets for ships exhibiting synchronization issues or extended periods of inactivity. Coordinate with fleet personnel to identify causes of synchronization failures and route issues to the appropriate technician when necessary. Maintain visibility of fleet synchronization health and support efforts via the "Ship Status" Board within ticketing system. Administrative Support Assist in maintaining awareness of all active support cases and pending customer actions. Track ongoing fleet support efforts and ensure information is accurately documented. Assist with organization and maintenance of shared support repositories, support records, and reference materials. Assist in the coordination of customer communications between fleet personnel and OIS field technicians. Assist in ensuring support records remain current and accurately reflect technician-provided updates. Assist in providing leadership visibility by ensuring support actions, sync status, and ticket activity remain current within established tracking systems. Assist as needed in the creation of monthly and or weekly reports on open tickets and work items for review. Basic OIS User Assistance Provide basic user guidance for common OIS functions and routine questions. Assist users with navigation of approved OIS reference materials, guides, and support resources. Provide basic OIS trouble shooting assistance to Fleet users as needed. Direct users to the appropriate support organization when issues involve policy, business process decisions, ordnance procedures, or functional ownership outside of OIS field support responsibilities. Determine when technical issues need to be escalated and coordinate escalation with Help Desk Team Lead and Product Owner. Minimum Qualifications Must have DOD Secret level clearance to start; U.S. Citizen required only for Federal Clearance Requirement Certification Requirement: Directive 8570.1/8140 - IAT II: Security+ Bachelor’s Degree (or equivalent years’ experience) and 5+ years of prior relevant experience Must have project management and resource management experience Experience in help desk management, preferably in a multi-server environment. Experience developing SOPs, checklists, and guides for end users. Must be a self-starter, strong leader, and have the ability to work independently with little supervision. Demonstrated ability to communicate orally and in writing and a positive customer service attitude. Troubleshooting experience -- Determining causes of operating errors and identifying solutions to fix the errors. Desired Qualifications Desired certifications: ITIL certification Prior Military, preferably Navy, experience is a plus Knowledgeable of Navy Ordnance Information Systems. Experience working on Navy Ashore/Afloat systems such as CANES, ISNS, COMPOSE, etc. Afloat Navy IT / System Administration experience About Us Formed through the strategic union of Sev1Tech and ERT, Entarian is a premier provider of mission-critical engineering and technology solutions. Founded on a legacy of excellence dating back to 1993, Entarian is a product of an evolved and fully diversified engineering and federal technology leader. From deep space to defense and civilian missions, Entarian delivers secure, mission-aligned digital solutions that drive national resilience and operational effectiveness. We don't just support modernization; we define it. Entarian is an Equal Opportunity and Affirative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. #J-18808-Ljbffr