Job description
GFEBS Help Desk Deputy PM
Come and join the MDC Team where we thrive on data to solve high impact business problems!
About the Role:
We are currently looking for a GFEBS Help Desk Team Lead to join our team in support of high-level management work activities for an assigned MDC client. The Team Lead will be supporting the users of the GFEBS financial, asset and accounting management system at DHA. Experience with all GFEBS Process Areas including Funds Management, Project Systems, Financials, Spending Chain, Reimbursables, Cost Management and PP&E, Reporting, Civilian Pay and GRC Provisioning is required.
Ideal Candidate: The candidate will have demonstrated experience with:
- Managing a high-performance GFEBS Service Desk.
- Assuming the roles and responsibilities of Program Manager in their absence.
- Assisting with compiling Monthly Status Reports and consolidating for submission
- Assisting with Performance Management Reviews
- Effectively communicating, briefing and apprising senior level officials regarding the status of service desk issues and senior level initiatives.
- Coordinating with customer leadership to ensure Service Desk Team efforts are aligned with the Customer’s priorities.
- Performing service desk functions by troubleshooting GFEBS problem areas to find solutions and temporary workarounds.
- Compiling job aids and providing training on processes to end users in adherence with established policies, rules, and regulations.
- Assigning regional, deployable resources to provide over-the-shoulder support to address GFEBS DHA/MHS end-user system and process needs for DHA HQs and Non-MTFs.
- Troubleshooting and resolving Tier “1.5” related GFEBS related tickets
- Supporting CM/PP&E related interface error resolution
- Collaborating with other Team Leads to help identify ticket trends and develop related Knowledge Management Articles
- Collaborating with Tier 1 to assist with increased first contact ticket resolution
- Collaborating with Tier 2/Tier 3 on ticket escalation item
- Performing additional ad hoc duties within area of practice to help drive our Vision, fulfill our Mission, and abide by our Organization's Values.
Skills
- Have no less than twelve (12) years of experience all GFEBS Process Areas including Funds Management, Project Systems, Financials, Spending Chain, Reimbursables, Cost Management and PP&E, Reporting, Civilian Pay and GREC Provisioning.
- Experience leading teams and Service Desk programs.
- Ability to clearly communicate via email (construct a clear, concise email) with users for work shift.
- Ability to clearly communicate with users interpersonally for On-Site/Deskside Support
- Ability to walk to different desk locations while providing On-Site/Deskside Support.
- Ability to listen/decipher users' issues.
- Ability to exhibit patience.
- Ability to potentially travel to different sites located in the East/West Region
Education: Bachelor's Degree
Experience: Senior Level, a minimum of 12 years of experience
Security: Secret
Location: Hybrid (Remote & DHA HQ in Falls Church)
Equal Opportunity Employer/Veterans/Disabled
MDC is an affirmative action and equal opportunity employer. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact MDC Human Resources.
In compliance with President Biden’s Executive Order 14042 and the Safer Federal Workforce Task Force COVID-19 Workplace Safety: Guidance for Federal Contractors and Subcontractors, MDC requires all employees to follow the prevailing guidance at the time of hire.
MDC is an equal opportunity employer. We provide employment and opportunities for advancement, compensation, training, and growth according to individual merit, without regard to race, color, religion, sex (including pregnancy), national origin, sexual orientation, gender identity or expression, marital status, age, genetic information, disability, veteran-status veteran or military status, or any other characteristic protected under applicable Federal, state, or local law. Our goal is for each staff member to have the opportunity to grow to the limits of their abilities and to achieve personal and organizational objectives. We will support positive programs for equal treatment of all staff and full utilization of all qualified employees at all levels within MDC.
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