Premier Enterprise Solutions

Role Description Premier Enterprise Solutions is seeking a Help Desk Escalation Coordinator (HDEC). This position is responsible for the proactive management, monitoring, and governance of all service desk tickets across Tier 1 and Tier 2 operations. The HDEC ensures that all tickets are processed in accordance with established Service Level Agreements (SLAs), specifically requiring resolution within fourteen (14) days or formal escalation to Tier 3 support. This role provides end-to-end visibility into ticket status, enforces accountability across support tiers, and ensures that all tickets are tracked through final resolution, including those escalated beyond Tier 2. The HDEC serves as a central coordination point between technical teams and stakeholders and delivers status reporting to executive leadership. Key Responsibilities - Ticket Lifecycle Management - Monitor the entire service desk ticket queue (Tier 1 and Tier 2) on a daily basis - Ensure all tickets are: - Actively assigned and worked - Properly categorized and documented - Updated in accordance with service desk standards - Identify and address: - Aging tickets - Tickets lacking progress updates - Misrouted or improperly handled tickets - SLA Compliance & Escalation Management - Enforce SLA compliance requiring ticket resolution within 14 days - Identify tickets approaching SLA thresholds and take proactive action - Monitor tickets escalated to Tier 3 - Ensure all escalated tickets are formally documented and transitioned appropriately - Continue to track and monitor all escalated tickets through final resolution - End-to-End Ticket Tracking - Maintain visibility and accountability for all tickets from initiation through closure - Track all ticket statuses, including: - Open - In Progress - Pending - Escalated (Tier 3) - Resolved / Closed - Conduct regular coordination with Tier 1, Tier 2, and Tier 3 teams to ensure progress - Dashboard Management - Develop and maintain a centralized ticket management dashboard - Ensure dashboard is updated regularly and reflects real-time or near real-time status - Track and report on key metrics, including: - Total open tickets - Aging tickets - SLA compliance status - Escalated tickets - Backlog trends - Executive Reporting - Provide monthly reports to the Chief Information Officer (CIO) and other leadership - Reports shall include: - Ticket volume and trend analysis - SLA compliance rates - Aging and backlog analysis - Escalation metrics and outcomes - Identified risks and operational challenges - Provide recommendations for service desk performance improvement - Stakeholder Coordination - Establish and maintain relationships with key stakeholders across the organization - Serve as a point of contact for ticket status inquiries and updates - Proactively communicate: - Ticket progress and expected timelines - Delays and risks - Resolution updates - Coordinate with business units and technical teams to ensure transparency and alignment - Continuous Service Improvement - Identify systemic issues affecting ticket resolution performance - Recommend improvements to: - Ticket handling processes - SLA policies and enforcement - Workflow efficiency - Support initiatives to improve service desk operations and customer satisfaction Qualifications - Bachelor's degree in information technology, Business Administration, or related field (or equivalent experience) - 3–5 years of experience in IT service desk operations or service management - Experience working in Tier 1 / Tier 2 / Tier 3 support environments - Strong understanding of IT service management (ITSM) processes (e.g., ITIL framework) - Experience with ticketing systems (e.g., ServiceNow, Remedy, Jira, or equivalent) - Strong analytical, organizational, and problem-solving skills - Excellent written and verbal communication skills - Ability to manage multiple priorities in a fast-paced environment Preferred Qualifications - ITIL Foundation certification or higher - Experience supporting federal or government IT environments - Experience developing dashboards and reporting metrics using tools such as Power BI or Excel Benefits - Comprehensive and competitive benefits package - Paid vacation, sick leave, and holidays - Health insurance and life insurance - Military leave - Training opportunities - Short- and long-term disability - 401(k) retirement plan with company matches/immediate vesting - And more

Role Description Premier Enterprise Solutions has an opening for an experienced and motivated Senior Accountant. This position requires proven experience in federal government finance and accounting. The candidate will be responsible for performing the full scope of accounting processes including: - Accounts receivable - Accounts payable - Payroll processing - General ledger accounting and reporting Candidate will engage with corporate staff and project leads in the planning, forecasting, tracking analysis, and reporting on projects of varying contract type, size, complexity, and level of risk. The candidate will be responsible for executing diverse accounting and finance duties in a Unanet (experience required) accounting systems environment. Location: 100% Remote. Qualified hire must reside within 2 hours of Washington, D.C. Job Duties: - Responsible for daily accounting processing and assisting in the financial deliverables to include month-end financial statements, project expense reports, and ad hoc financial analyses. - Must have experience with UNANET, a specialized Enterprise Resource Planning (ERP) software designed specifically for project-driven businesses. - Process, participate, and analyze monthly customer invoices while accurately invoicing all billable costs. - Analyze and post monthly balance sheet adjustments. - Set-up new projects and modifications in Unanet. - Review contract setup in Unanet. - Assist with forecasting and budgeting in Unanet. - Serve as lead for Time and Labor in Unanet; provide direct support to the project teams on time and labor issues, including subcontractors. - Setup new hires and process terminations within Unanet. - Process payroll using Unanet in a timely and efficient manner. - Prepare payroll labor reconciliations for review and posting of labor. - Prepare monthly balance sheet reconciliations and month-end close schedules. - Prepare corporate and project revenue and cost projections, tracking client funding inside of Unanet. - Support development of corporate budget and perform financial analysis of variances. - Maintain purchase requisitions for subcontractors, consultants, and materials; monitor subcontractor's cost and review invoices. - Various other monthly accounting processes not limited to: posting of cash receipts and disbursements, project accounting, and other schedules as necessary. - Interface with corporate staff, project managers, and external customers to address financial and/or accounting issues in a timely and effective manner. Qualifications - Bachelor's Degree or higher in accounting, finance, or business administration. - Minimum of 7 years' experience in accounting in a federal contracting environment. - Must have experience with UNANET, a specialized Enterprise Resource Planning (ERP) software designed specifically for project-driven businesses. - Extensive knowledge of the practices and principles of government contract (FAR) accounting, budgeting, cash management, contract management, and GAAP. - Proficient in Microsoft Office 365, including Word, Excel, PowerPoint, Outlook, Teams, SharePoint; proficient in Adobe Acrobat Professional and other relevant software. - Possess and demonstrate excellent and professional oral and written communication skills. - Excellent time and priority management skills with proven experience meeting tight deadlines; ability to manage and prioritize multiple projects simultaneously. - Ability to conform to shifting priorities, demands, and timelines by implementing analytical and problem-solving capabilities to maintain multiple project schedules. - Able to collaborate and interact with internal and external stakeholders effectively and professionally; must be a team player, be hands-on, and take ownership of projects. - Exceptional customer service skills; ability to share and alleviate concerns and conflicts in a proof-positive manner and provide effective solutions, resulting in positive outcomes. - Exceptional analytical and listening skills; willingness to learn new concepts. - Must be detail-oriented and possess critical thinking, focused leadership, and time management skills. Benefits - Comprehensive and competitive benefits package. - PTO for vacation and sick leave. - Holidays and training. - Employee Awards Program. - Health insurance including dental and vision. - Life and AD&D insurance. - Short and long-term disability. - 401(k)-retirement plan with company matches/immediate vesting.