Job description

Overview: Our long-term client relationship with NASA has led to a need for an User Services Supervisor on the Human Space Flight Technical Integration (HSFTIC) contract at Johnson Space Center (Houston, TX).

Building on more than four decades of experience in providing innovative integration solutions for government and commercial space programs, Barrios offers an extensive range of engineering, software, and related technology integration services in support of the aerospace community. As a woman-owned and operated small business, we are a people-focused company that supports professional development, while working to ensure that you maintain a healthy work-life balance.

Barrios employees actively participate in the growth of the commercial spaceflight industry through our partnerships with companies leading commercial space development, as well as successfully supporting NASA as our primary government customer. Our long history supporting Low Earth Orbit (LEO) on the International Space Station, and now Commercial LEO, lays the groundwork for future missions to the Moon through our work on Orion, Gateway, and the Space Launch System.
Responsibilities: The User Services Supervisor will:

• Provide technical oversight and guidance to the HSFTIC User Services team, including IT Procurements, Facility Management, IT Desktop support and Customer Support desk.
• Supervise the implementation of the HSFTIC contract Statement of Work, Annual Work Plans, and processes as they relate to the respective areas of Users Services Team while managing to the established budget for the organization.
• Develop, manage, and coach customer help desk specialists and application support analysts across multiple program to deliver exceptional customer experience.
• Monitor, report, and analyze team performance to drive improvement in Response Time, Accuracy, Resolution Time, etc.
• Identify training gaps and assist in building educational opportunities to correct gaps.
• Manage expectations and coordinate training opportunities.
• Respond directly to support issues and service requests.
• Interface with other team members to insure resolution of incidents in a timely manner.
• Ensure customer satisfaction by maintaining constant communication on open service items.
• Assist in identifying trends in support requests and incidents.
• Analyze trends for automation opportunities.
• Look for opportunities to modernize the service desk experience.
• Develop, maintain, support operational processes.
• Develop, manage, and maintain vendor relationships.
• Develop and maintain support documentation in a central knowledge base.
• Establish and implement short- and long-range organizational goals, objectives, and strategic plans; monitor and evaluate programmatic and operational effectiveness, and effects changes required for improvement.
• Provide Project Management and leadership for projects within the organization.
• Provide team growth, team building, personnel management, and mentoring for the organization.
• Perform other duties as assigned.

Qualifications: Required Education/Experience/Skills:

• BS/BA degree or higher with three (3) or more years experience in supervising or directing personnel and five (5) years of IT related experience.
• Customer-focused, and passionate about the end-user experience.
• Enjoys challenging themselves constantly to improve, and empower the end-user community by providing IT knowledge and tools.
• Must possess technical expertise & confidence interfacing with technical personnel with minimal supervision.
• Experience with multiple software applications such as MS Project, Microsoft Outlook, Excel, Word and PowerPoint are required.
• Experience with a IT ticketing system, such as JIRA.
• Detail oriented and ability to prioritize multiple tasks with tight deadlines.
• Ability to communicate well, both verbally and written.
• Demonstrated multi-tasking skills.

*
Preferences: *

• NASA or Government experience.
• Prior work on human space programs a plus.
• Experience with developing IT performance metrics.
• PMP certification a plus.

Essential Requirements:

• Must be a U.S. Citizen and successfully complete a U.S. government background investigation.
• Post offer applicants and employees are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol as outlined in our Drug Free Workplace policy.
• Applicant selected may be subject to government security investigation and must meet eligibility requirements for access to classified information.
• Work may involve sitting for extended periods.
• May require lifting and carrying up to 25 lb.
• Must have sufficient mobility to enter areas of test facilities where necessary.
• Generally an office environment, but can involve inside or outside work depending on task.
• Standard office equipment (PC, telephone, fax, etc.)
• Regular attendance in accordance with established work schedule is critical.
• Ability to work outside normal schedule and adjust schedule to meet peak periods and surge requirements when required.
• Must be able to work in a team atmosphere.
• Must put forward a professional behavior that enhances productivity and promotes teamwork and cooperation.
• Grooming and dress must be appropriate for the position and must not impose a safety risk/hazard to the employee or others.
• This position may require some commuting and traveling to other installations as needed.

Don’t miss out on this great opportunity; for immediate consideration, apply now!

Barrios Technology is a drug-free workplace, which is imperative to the health and safety of all employees and is required as a condition of receiving contracts from federal agencies. Please remember that regardless of the legalization of marijuana in several states, possession and use continues to be illegal under the federal Controlled Substances Act. This includes the use of some CBD products. A post-offer, pre-employment drug test is a condition of employment.

Barrios Technology is an Equal Employment Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.

Job Type: Full-time

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