User Support Manager

Description

Ricardo Defense is currently recruiting for an experienced User Support Manager to join our Information Technology Department in our Troy, MI office.  

This is a Hybrid position which will allow some work from home. 

Qualified candidates must be local to the Troy, MI office

Essential Duties and Responsibilities:

• Oversee the operations of the service desk, including ticket management, incident resolution, and service request fulfillment while ensuring timely response and resolution of user issues and inquiries
• Monitor and measure performance against SLAs to ensure service quality and customer satisfaction
• Generate reports and dashboards to track user support performance, trends, and key performance indicator adherence
• Allocate resources, including staffing, equipment, and tools, to meet service desk demands and workload requirements
• Continuously review and optimize user support processes, workflows, and procedures while identifying areas for improvement, implementing best practices, and driving efficiency gains
• Manage the incident management process for resolving user-reported incidents and service disruptions while ensuring incidents are logged, categorized, prioritized, and resolved within agreed-upon timeframes
• Lead problem management activities to identify root causes of recurring issues and prevent future incidents
• Develop and deliver user training programs and documentation to enhance user knowledge and self-service capabilities
• Monitor customer satisfaction levels through surveys, feedback mechanisms, and customer interactions

Requirements

• A Bachelor's degree in Computer Science, Information Technology, or a related field from an accredited college or university is required
• Must be able to obtain a US Secret Clearance. Minimum requirement to obtain a clearance is U.S Citizenship. Only applicants that meet this requirement will be considered
• Sponsorship for this position is not provided
• A minimum of ten years of experience in a user support role, with at least 3 years in a managerial or supervisory capacity
• Strong understanding of IT infrastructure, software applications, and hardware components
• Ability to diagnose and resolve technical issues effectively
• Familiarity with help desk software, ticketing systems, remote access tools, and monitoring solutions
• Proven experience in leading and managing a support team, including hiring, training, and performance evaluation
• Ability to develop and implement support strategies, policies, and procedures to improve service delivery
• Experience in managing projects, allocating resources, and meeting deadlines
• Excellent verbal and written communication skills, with the ability to convey technical information clearly and effectively to non-technical users

Ricardo Defense offers an impressive compensation and benefits package including:

• Medical, Dental & Vision Benefits
• Company Paid Life and AD&D
• Company Paid Short Term and Long-Term Disability
• Flexible Spending & HSA Accounts
• Legal & ID Shield Services
• 401k with Company Match
• Paid holidays, vacation, and sick days

About Us:
Ricardo Defense Inc, is the business entity within Ricardo plc that works on classified safety and defense contracts for the US DoD and it therefore operates as a separate entity governed by a Special Security Agreement (SSA). Ricardo Defense Inc provides solutions to meet the challenges faced by defense customers in the integration of complex and diverse systems specializing in taking innovative technologies from science to real-world deployment. For more information, visit www.ricardo.com.

Ricardo Defense Inc, is a proud recipient of the 2022 and 2023 Hire Vets Gold Medallion Award.

Ricardo Defense Inc, is an Equal Opportunity/Affirmative Action employer. All qualified applicants will be considered without regard to race, color, religion, national origin, sex (including gender identity or gender expression), age, mental or physical disability, creed, ancestry, citizenship, veteran status, marital status, sexual orientation, medical condition, genetic trait or any other characteristic protected by federal, state or local law.

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