[Hiring] Manager - Technical Support @BAE Systems

Role Description

This job is fully remote. We are seeking an experienced, forward-thinking Manager to lead a team of business analysts supporting the BAE Systems Enterprise portfolio of Engineering Tools. The successful candidate will lead the team in a dynamic environment, ensuring effective collaboration via MS Teams and delivering high-quality solutions that meet stakeholder needs. This role requires strong leadership, communication, and stakeholder management skills to drive operational success.

Beyond day-to-day management, the candidate will be responsible for modernizing team operations by automating installs and centralizing fragmented information. A key priority will be the capture and dissemination of tribal knowledge into the team's formal knowledge base to ensure organizational resilience. To optimize resource allocation, the Manager will align to a tiered support system while simultaneously upskilling the workforce under their responsibility to handle more complex challenges.

The successful candidate will ensure the smooth operation of COTS applications, provide technical and functional support, and collaborate with cross-functional teams to drive business growth and innovation. BAE System’s IT department is investing in Digital Transformation and this role will be key in evaluating the portfolio and staff for alignment to these initiatives.

Qualifications

• Bachelor's Degree in Computer Science, Information Technology, or a related Engineering field
• 6+ years of experience as a Business Analyst, IT, or a related field
• At least 2 years of experience in a management or leadership role
• Fluency in English, with the ability to communicate effectively with stakeholders across different regions and cultures
• Experience in supporting engineering, manufacturing, operations, or a related field is preferred
• Certified Project Management Professional

Requirements

• Knowledge of Engineering Tools and Applications
• Managing service ticket operations, ensuring timely resolution of tickets and incidents in ServiceNow by monitoring SLAs, KPIs, and client satisfaction metrics to ensure service excellence
• Experience working with cross-functional teams and managing IT projects
• Proven experience managing COTS Application Licenses
• Knowledge of Engineering Tools deployment
• Excellent communication, collaboration, and leadership skills
• Ability to work in a fast-paced environment and adapt to changing priorities with great time management and organizational skills
• Ability to analyze complex problems and develop creative solutions
• Ability to manage multiple projects and priorities simultaneously
• Strong business acumen and understanding of technical requirements

Benefits

• Health, dental, and vision insurance
• Health savings accounts
• 401(k) savings plan
• Disability coverage
• Life and accident insurance
• Employee assistance program
• Legal plan
• Discounts on home, auto, and pet insurance
• Paid time off and paid holidays
• Paid parental, military, bereavement, and applicable federal and state sick leave
• Company recognition program for monetary or non-monetary recognition awards
• Other incentives based on position level and/or job specifics