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This position requires an active MBI clearance or the ability to obtain a MBI clearance to be considered. Requires a blend of technical expertise, customer service skills, and leadership experience. They should also be able to communicate sophisticated technology concepts to both IT professionals and end users. Will be responsible for supporting the IRS IT leaders at the assigned IRS Service Center location and responsible to identify and resolve IT processes related incidents that occur as a result of the deployment of System and Service Center Recognition Image Processing System (SCRIPS) Modernization (MOD) software system. Compensation & Benefits: Estimated Starting Salary Range: $115,000 - $125,000 Full time benefits include Medical, Dental, Vision, 401K and other possible benefits as provided. Benefits are subject to change with or without notice. High-Level Responsibilities Include:
- Oversees support for go-live and iterative rollouts of SCRIPS MOD project.
- Oversees real-time technical support for SCIPRS MOD system
- Recommends business process reengineering improvements to maximize the new system's potential, improving overall tax processing speed and accuracy
- Monitors, tracks and reports on all post deployment and support activities
Detailed Responsibilities Include:
- Define processes to create and distribute executive level daily reports to capture progress towards resolution of outstanding IT and Business process issues as well as progress toward key process indicators.
- Prepare briefing material to update senior IRS Executives.
- Update IT, Business process and Operational documentation (IRM), as required.
- Anticipate potential issues and implement preventive measures to mitigate risks before they impact operations.
- Gather feedback and data to refine processes and system performance while continually striving for excellence in every aspect of the rollout.
- Oversee the team responsible to:
- Install, configure, and maintain hardware and software.
- Ensure the system is fully operational and troubleshoot technical issues swiftly.
- Ensure robust and reliable network connectivity, resolving any network-related issues to guarantee continuous access to the new processing system.
- Provide support, quickly diagnosing and fixing system errors, software malfunctions, and other technical disruptions.
- Collaborate to protect sensitive tax data, continuously monitoring and implementing security protocols to prevent breaches and ensure compliance with federal standards.
- Work closely with IRS personnel to analyze current workflows, identify inefficiencies, and develop optimized processes aligned with the new system's capabilities.
- Guide IRS staff through the transition, offering comprehensive training and support to help them adapt to new procedures and technologies.
- Monitor system performance and business processes, ensuring that all aspects of the new system meet rigorous quality and compliance standards.
- Oversee the rollout process.
- Coordinate between IT and business teams.
- Ensure project milestones are met on time and within budget.
- Adheres to Service Level Targets or Agreements.
- Performs other work-related duties as assigned.
IT Support Team Manager Experience, Education, Skills, Abilities requested:
- Bachelors in related field or years of experience in lieu of education.
- Minimum 2 years of experience leading a team of at least 5 individuals
- Advanced level of experience with Active Directory, Windows Server and Workstation operating systems,
- HDI or A+ certification required.
- Net+ certification preferred.
- Advanced knowledge of computer software systems, including databases, office applications, and operating systems.
- Excellent analytical and diagnostic skills.
- Digitalization and scanning background a plus.
- Advanced knowledge of help desk software and remote-access systems.
- High-level communication skills.
- Ability to troubleshoot complex hardware and software issues.
- Ability to display patience and understanding.
- Must pass pre-employment qualifications of Cherokee Federal.
- MBI security clearance preferred, if not ability to qualify for MBI security clearance.
Company Information: Cherokee Nation Solution Link (CNSL) provides support, services, and solutions to federal and commercial customers. The company takes a personalized approach to solving our clients' toughest challenges, helping you make the most of your skills. CNSL is part of Cherokee Federal - a team of tribally owned federal contracting companies. For more information, visit cherokee-federal.com. #CherokeeFederal #LI Similar searchable job titles: Senior Help Desk Support Manager Senior IT Support Team Lead Senior Technical Support Supervisor Senior Service Desk Manager Senior Desktop Support Supervisor Keywords: Help desk support manager IT support supervisor Technical support team lead Service desk supervisor Desktop support manager Legal Disclaimer: Cherokee Federal is an equal opportunity employer. Please visit cherokee-federal.com/careers for information regarding our Affirmative Action and Equal Opportunity Employer Statement, Accommodation request, and Presidential EO 14042 Notice.
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Cherokee Federal
401(k)
Jan 11, 2025