Helpdesk Manager

MDW Associate is seeking a Helpdesk Manager to support the Naval Special Warfare (NSW) Force's Defense Agencies Initiative (DAI) Enterprise Resource Planning (ERP) environment.

The Helpdesk Manager will lead and oversee Defense Agencies Initiative (DAI) helpdesk operations supporting Naval Special Warfare (NSW) financial management and accounting users. The Helpdesk Manager will provide leadership, supervision, and operational oversight for a team responsible for delivering Tier 1 support, user training, issue resolution, reporting, process improvement, and business process automation initiatives.

The successful candidate will serve as the primary interface between government stakeholders, DAI users, and contractor personnel, ensuring efficient support operations, timely issue resolution, and continuous improvement of service delivery processes.

This role is fully remote.

The Helpdesk Manager may perform a combination of some or all of the following duties:

• Monitoring unresolved Production Support Requests (PSRs) and trouble tickets.
• Preparing recurring operational status reports.
• Ensuring compliance with established Service Legal Agreements (SLAs).
• Lead the helpdesk process improvement initiatives through automation, including dashboard development and robotic process automation (RPA).
• Leveraging expertise in financial, accounting, auditing, and reporting systems to improve operational efficiency.
• Developing and delivering user training and creating supplemental learning materials.
• Maintaining training schedules, supporting business process standardization, authoring and updating process documentation and user handbooks, and establishing communities of practice.
• Collaborating with Government stakeholders to ensure DAI business processes, training, and operating procedures remain accurate, effective, and aligned with organizational requirements.

Required Experience/Skills:

• Minimum of five (5) years of Department of Defense (DoD) experience within the last ten (10) years supporting and managing large, complex programs utilizing Oracle Federal Financials.
• Minimum of seven (7) years of experience providing direct support for Defense Agencies Initiative (DAI) financial and accounting operations.
• Demonstrated experience leading teams in a helpdesk, customer support, program management, or service delivery environment.
• Experience managing support operations for enterprise financial management systems.
• Strong analytical, organizational, problem-solving, and decision-making skills.
• Excellent written and verbal communication skills.
• Proficiency with Microsoft Office applications, reporting tools, and collaboration platforms.

Preferred Experience/Skills:

• Experience serving as a project lead, team lead, program lead, or equivalent leadership role.
• Agile certification or experience working in Agile project environments.
• Experience supporting DAI modules including:
  • Budget to Report (B2R)
  • Cost Accounting
  • Procure to Pay (P2P)
  • Oracle Time and Labor (OTL)
  • Oracle Analytics Server (OAS)
  • Order to Cash (O2C)
• Experience supporting Department of Defense financial management operations.
• Experience developing performance metrics, dashboards, and executive reports.
• Knowledge of AI-powered tools, automation technologies, and process improvement methodologies.
• Minimum of one (1) year of experience utilizing AI tools and integration technologies.
• Experience implementing or supporting Robotic Process Automation (RPA) solutions.

Education Requirement(s):

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Administration, Accounting, Finance, Management, or a related field

Security Requirement(s):

• Public Trust - Candidates for this position must be submitted for a background investigation in order to satisfy government requirements.

Company Description

Incorporated in 2012, MDW is a small business headquartered in McLean, VA with offices in Huntsville, AL. We provide Federal government clients with consulting, management services, advisory and assistance services, decision support, strategic planning, process planning and improvement, task execution and metrics analysis. Our mission is to make our clients more successful by providing honest assessments, exceptional analysis, prudent advice, direct communication, and hard work.

Our core capabilities include:

• Strategic Planning
• Cost Estimating
• Budget Programming and Justification
• Budget Execution
• Acquisition Management
• Financial Systems Support & Integration

MDW Associates, LLC ("MDW") is an equal opportunity employer and does not discriminate in hiring or employment on the basis of race, religion, color, sex, national origin, age, marital status, covered veteran status, mental or physical disability, pregnancy or any other unlawful basis unrelated to the ability to do the job. MDW seeks to employ talented, ethical, and entrepreneurial-minded persons. Our applicants and employees are protected from discrimination as required by Federal law.

Additional Information

We offer a competitive and comprehensive benefits and compensation package for our employees, including but not limited to:

• Health
• Dental
• Vision
• Group Life Insurance/Long Term Disability/Short Term Disability
• Retirement/401(k)
• Flexible Leave Policy

All your information will be kept confidential according to EEO guidelines.