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

Hewlett Packard Enterprise•All, Maryland, United States of America, MD

14d•$109,000 - $251,000•Remote

About The Position

Hewlett Packard Enterprise is seeking an HPC US Defense District Service Manager to lead direct and remote teams delivering technical services for high-performance computing solutions. The manager works with service managers and ER managers, coaches and mentors team members, and supports their professional growth. The team provides end-to-end customer support, manages system administration and technical service cases from opening through closure, troubleshoots service requests, and remains involved when cases are escalated to engineering response teams. The manager serves as a trusted customer advisor and helps ensure the team maintains relevant technology and industry knowledge. The role leads site teams across multiple field sites, typically 1–4 sites and 10–20 people, and oversees service delivery, system availability, contract obligations, customer escalations, team performance, staffing, and operational metrics. The position is designated remote/teleworker, primarily working from home when not traveling to customer sites. It requires mandatory travel in Maryland, with regular customer-site visits; local-site work is described as 2–3 days per week, and travel is approximately 25–30%. Periodic after-hours work is required. US citizenship and an active Top Secret/SCI clearance with Full Scope Polygraph are required.

Requirements

US 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 leadership or supervision.
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 through to successful completion while coordinating with other teams.
Ability to work in a multi-technology, multi-vendor environment and lead diagnosis of complex technical problems to their root cause.
Ability to forecast practical outcomes and situational impacts.
Adaptability in a dynamic environment and receptiveness to constructive feedback.
Ability to communicate and build relationships with peers, junior staff, leaders, and customers.
Ability to manage multiple priorities and use project-management skills, including time and risk management, resource prioritization, and project structuring.
Sound decision-making and fact-based analytical problem-solving skills.
Ability to maintain composure and demonstrate self-motivation, listening skills, and an action-oriented approach.
Relationship-building and management skills, including partnering and consulting to build peer relationships.
Leadership skills including coaching, team building, and conflict resolution.
Business acumen, technical knowledge, and industry experience in one or more technical support or high-tech product domains.
Willingness to travel throughout Maryland and work at customer sites.
Willingness to work after hours periodically.

Nice To Haves

Experience working in technical customer support or leading customer support teams.
Strong English skills and communication skills tailored to varied audiences, including written, verbal, and presentation formats.

Responsibilities

Work with site team leads, system administrators, and technical consultants to plan, direct, and monitor operational and tactical activities and deliver high-quality technical support.
Manage tradeoffs involving budget, time, and resources.
Maintain system availability and contracted service-level agreements by 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 based on knowledge of 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 service-level agreements, system availability, and customer satisfaction.
Manage site and business metrics, including key performance indicators, to meet business and operational targets.
Work with the leader to set, monitor, and control direct and contractor staffing levels and improve engineer performance and technical service case quality.
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 positive internal and external relationships and collaborative team dynamics with customers and site leadership.
Maintain collaborative relationships with the sales account team, ASMs, project managers, and other stakeholders.
Visit local customer sites 2–3 days per week and regularly visit remote sites and field teams, with approximately 30% travel and a target of visiting every six weeks.
Direct site-team 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 members and contractors.
Coach and lead assigned technical staff.
Manage administrative tasks such as one-on-one feedback, annual performance reviews, payroll, time-off approvals, and promotion nomination packages.
Forecast staffing needs for the current period and the following 6–12 months, considering site revenue and budget.
Support new team members with general onboarding needs, including HPE IT, payroll, benefits, and leave.
Periodically perform after-hours work.