Helpdesk Manager

MDW Associates•Virginia Beach, VA

1d•$90,000 - $150,000•Remote

About The Position

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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.