HPC US Defense District Service Manager, (Clearance TS/SCI with Poly) Maryland

Hewlett Packard Enterprise•All, MD

12d•$109,000 - $251,000•Remote

About The Position

Hewlett Packard Enterprise is hiring an HPC US Defense District Service Manager to lead direct and remote teams delivering technical services for HPC solutions. The manager works with service managers and ER managers, coaches and mentors team members, and supports their professional development. The team provides up to 24x7 end-to-end support to HPC customers, managing system administration and technical service cases from opening through resolution. The manager acts as a trusted customer advisor and keeps the team informed about relevant technologies and industry knowledge. When cases are escalated to ER teams, the team remains engaged to help ensure customer needs are resolved appropriately. The role leads site teams across multiple field locations and works closely with site leads, system administrators, technical consultants, customer stakeholders, sales account teams, ASMs, and project managers. It is accountable for maintaining system availability against contracted SLAs, managing operational and business metrics, coordinating escalations, developing reusable processes and solutions, and identifying risks to service levels and customer satisfaction. The manager also oversees staffing, recruiting, onboarding, performance management, and team development. The position is designated remote/teleworker, with work primarily from home when not traveling to client sites. It requires regular customer-site work and travel in Maryland, including visits to local and remote sites. Periodic after-hours work is required. Active U.S. citizenship and an active Top Secret/SCI clearance with Full Scope Polygraph are required.

Requirements

U.S. citizenship.
Active Top Secret/SCI clearance with Full Scope Polygraph.
Bachelor's degree in Engineering, Computer Science, or Business, or equivalent practical experience.
Five to ten or more years of related managerial experience, including direct people leadership such as HPC field team lead or supervisory experience.
Strong customer-experience focus and ability to act as a customer liaison.
Excellent written and verbal communication skills.
Ability to take responsibility and drive tasks to successful completion while coordinating across teams.
Ability to work in a multi-technology, multi-vendor environment and lead teams diagnosing complex technical problems to root cause.
Ability to forecast outcomes and assess situational impact at a practical level.
Adaptability in a dynamic environment and receptiveness to constructive feedback.
Ability to communicate and build relationships with peers, junior staff, leaders, and customers.
Willingness to travel throughout Maryland and work at customer sites.
Ability to perform periodic after-hours work.

Nice To Haves

Experience in technical customer support or leading customer support teams.
Self-motivation, listening skills, action orientation, and composure.
Relationship-building and management skills, including partnering and consulting to build peer relationships.
Leadership skills in coaching, team building, conflict resolution, and management.
Ability to manage multiple priorities and use project management skills, including time and risk management, resource prioritization, and project structuring.
Fact-based analytical problem-solving and sound decision-making skills.
Communication skills suited to a wide range of audiences, including written, verbal, and presentation formats; strong English skills are desired.
Business acumen, technical knowledge, and industry experience in technical support and high-tech products or domains.

Responsibilities

Lead direct and remote teams delivering technical services for HPC solutions and supporting a strong customer experience.
Coach, guide, and mentor team members and support their personal and professional development.
Work with site leads, system administrators, and technical consultants to plan, direct, and monitor on-site technical support activities.
Manage tradeoffs involving budget, time, and resources.
Maintain system availability against contracted SLAs by actively managing alerts and system health.
Coordinate customer escalations and technical, process, or materials issues encountered by field teams.
Develop and lead standard processes, reusable solutions, and workarounds for affected products, processes, and customer environments.
Recommend process improvements aligned with business tactics and strategy.
Understand service contracts and associated terms and conditions.
Identify, report, and close risks to SLAs, system availability, and customer satisfaction.
Manage site and business metrics, KPIs, and operational targets.
Work with the leader to set, monitor, and control direct and contractor staffing levels.
Improve engineer performance and establish and meet team-specific technical service case quality goals.
Collect, analyze, and report data on problem reports and service trends.
Provide monthly status reports to the Services Geo Lead (Director), highlighting successes and areas for improvement.
Build internal and external relationships and foster collaborative innovation with customers and site leadership.
Maintain collaborative relationships with sales account teams, ASMs, project managers, and other stakeholders.
Work at customer sites 2–3 days per week for local sites and regularly visit remote sites and field teams, with a stated travel target of approximately 30% and a target visit cadence of every six weeks.
Directly manage site personnel across multiple field sites, typically 1–4 sites and 10–20 people, including site leads.
Recruit, onboard, and support the development of direct staff and contractors.
Manage administrative activities including one-on-one feedback, annual performance reviews, payroll, time-off approvals, and promotion nomination packages.
Forecast current and 6–12-month staffing needs in view of site revenue and budget.
Support new team members with onboarding needs such as IT, payroll, benefits, and leave.
Remain engaged when cases are elevated to ER teams to help ensure customer technical service needs are completed.
Perform periodic after-hours work.