New Employee Onboarding Manager
About The Position
The New Employee Onboarding (NEO) Manager oversees end-to-end scheduling, coordination, and delivery of new employee IT hardware within the NCR. The role leads a team of 3–4 Tier II IT technicians, ensuring consistent, high-quality support for end users and hardware including laptops, desktops, VDI, mobile devices, and printers. The Manager is the primary operational liaison to the DHS NEO Lead and provides timely updates on ticket inquiries, onboarding coordination, workflow issues, and team performance. The position is accountable for service KPIs, ticket accuracy, operational readiness, and adherence to federal onboarding processes. The role also coordinates on-site and remote hardware deployments, oversees laptop provisioning activities, manages escalations across related teams, and maintains onboarding procedures and documentation. The position requires a bachelor's degree and eight years of relatable experience, along with substantial experience in IT support, endpoint deployment, ITSM workflows, and federal or enterprise onboarding processes.
Requirements
- Bachelor's degree and 8 years of relatable experience.
- Experience managing IT support or deskside support teams, preferably in a federal or enterprise environment.
- Ability to oversee onboarding workflows, including verifying account creation, updating trackers, scheduling deployments, and completing ServiceNow SCT tasks such as Create Account and Confirm User Account Created.
- Experience coordinating GFE deployments and account readiness with CORs/POCs, federal onboarding teams, and technicians.
- Ability to evaluate and update onboarding tickets with required status, including Intune enabled/disabled status, hardware requirements, customer notes, and deployment details.
- Experience developing SOPs, templates, and work instructions and maintaining structured knowledge repositories.
- Strong written and verbal communication skills, including customer-facing correspondence and escalation management.
- Proficiency troubleshooting Windows 10/11, Microsoft Office products, and common browsers.
- Experience installing, upgrading, reprovisioning, and removing software, including coordinating Windows and Mac provisioning projects.
- Experience using ServiceNow or similar ITSM tools to manage incidents, requests, SCT tasks, and workflow statuses through completion.
- Extensive experience with IMAC processes (Install, Move, Add, Change) and coordinating asset logistics for local and remote deployments.
- Experience with Intune, account verification, administration, and PIV authentication.
- Ability to assign local users as primary users in Intune and validate hardware association for onboarding.
- Ability to interpret onboarding documentation, audit ticket content, and ensure alignment across systems such as CISA ALM, CISANet GAL, and Microsoft Intune.
- Ability to rapidly learn new technologies and follow DHS/CISA-specific application workflows and procedures.
Nice To Haves
- Project management experience, including workflow ownership and cross-team coordination.
- ITIL 4 Foundations certification.
- Experience supporting federal onboarding environments, including coordination with SailPoint/ICAM teams, re-enablement ticket processes, and NEO scheduling.
Responsibilities
- Serve as the primary CISA/DHS customer engagement point for escalations, onboarding schedule coordination, and communication regarding NEO workflow status.
- Oversee the end-to-end NEO experience and ensure technicians follow standardized procedures and deliver exceptional customer service.
- Monitor team KPIs and SLA performance daily and implement corrective action plans when trends indicate SLA risk.
- Conduct monthly ticket and process audits to ensure routing accuracy, complete work notes, and compliance with documentation standards.
- Lead continuous improvement initiatives by reviewing service delivery processes, recommending enhancements, and evaluating tools, technologies, and workflows.
- Oversee the creation, maintenance, and version control of SOPs, work instructions, knowledge base content, and training guides.
- Cultivate a collaborative team environment emphasizing open communication, accountability, and customer focus.
- Coordinate on-site and remote hardware deployments, including communication with CORs/POCs, address eligibility verification, and compliance with NCR/local deployment rules.
- Manage escalations involving account issues, Intune enablement status, re-enablement workflows, and ticket lifecycle dependencies across EUS, ICAM/SailPoint, and COR/POC teams.
- Oversee laptop provisioning activities required to prepare deployments.
Benefits
- Flexible time off benefit.
- Learning resources and learning and development opportunities.
- Healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.
- Competitive compensation and benefits options designed to support and protect employees and their families.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
