Senior Helpdesk Engineering Management Specialist (TS/SCI Poly)

Our Deloitte AI & Engineering team to transform technology platforms, drive innovation, and help make a significant impact on our clients' success. You'll work alongside talented professionals reimagining and reengineering operations and processes that are critical to businesses. Your contributions can help clients improve financial performance, accelerate new digital ventures, and fuel growth through innovation.

Work you'll do

As a Senior Engineering Management Specialist on the Engineering as a Service team, you will be responsible for:

• Lead day-to-day operations and maintenance support for an Appian-based contract writing system in a steady-state production environment
• Oversee ticket triage, backlog prioritization, issue escalation, and resolution tracking across support activities
• Coordinate hot fixes, release support, year-end support activities, and training support with technical teams and stakeholders
• Monitor operational performance, prepare status reporting, identify delivery risks, and escalate issues early to support timely resolution
• Partner with leadership, functional teams, and technical resources to remove blockers, reprioritize work during surge periods, and improve support processes

A successful candidate would possess these skills:

• Ability to work independently and collaborate as part of a team
• Effective written and verbal communication skills
• Meticulous attention to detail and quality of work product
• Ability to build and sustain professional relationships
• Ability to lead projects or workstreams
• Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment
• Strong interpersonal skills and professional demeanor
• Ability to meet deadlines
• Ability to mentor and provide clear guidance to others

The team

Deloitte's Government & Public Services (GPS) practice - our people, ideas, technology and outcomes - is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.

Our Engineering as a Service offering provides end-to-end design, implementation, and technology operations, leveraging our core engineering expertise. We help transform engineering teams, modernize technology, & deliver complex programs with a product engineering mindset. Our flexible delivery models- traditional teams, pools, or pods, are tailored for each client's needs, offering engineering-led Advise, Implement, & Operate capabilities to accelerate innovation.

The Project Delivery Talent Model is designed for professionals with specialized skills that align to a current client need. Team members focus on delivering services to clients, without additional expectations related to business development or promotion. Their employment is tied to their role on a project, and they are eligible for a benefits package that is competitive for project delivery-focused professionals.

Qualifications

Required:

• Bachelor's degree.
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
• Active TS/SCI Polygraph security clearance required
• 6+ years of experience supporting enterprise applications, production support environments, or help desk operations
• 3+ years of experience leading operations and maintenance, service desk, or application support activities
• Experience managing ticket queues, backlog prioritization, escalations, release support, and operational status reporting
• Ability to travel 0-10%, on average, based on the work you do and the clients and industries/sectors you serve.

Preferred:

• Experience supporting federal government technology programs
• Experience coordinating hot fixes, production releases, and defect resolution in a live support environment
• Experience using service management or ticketing tools to track incidents, service requests, and backlog items
• Experience leading cross-functional teams across business, support, and technical stakeholders
• Experience developing support metrics, dashboards, or operational reports
• Appian certification

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $113,000 to $188,400.

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

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