• Manage enterprise IT service delivery, planning, coordination, and resource availability for the ABMC Microsoft enterprise support contract. • Oversee transition services, proactive maintenance, reactive technical support, and on-demand application development. • Develop and manage comprehensive project documentation, including the Program Management Plan, Quality Control Plan, and Risk and Issue Log. • Deliver Monthly Contract Status Reports detailing completed work, CLIN hours utilized, ticket trends, SLA performance, and open risks. • Coordinate with the ABMC Change Control Board (CCB) to authorize production changes and manage emergency change procedures. • Manage the prioritized product backlog, iteration planning, and sprint resource allocation for business application development. • Retain ownership of incident escalation, tracking, and status communication when issues require support from Microsoft or other third-party vendors. • Ensure all contract deliverables undergo quality control reviews for technical accuracy, completeness, and Section 508 accessibility compliance.

Role Description We are seeking a highly skilled IT Support Services III-Help Desk to join our team and provide expert technical support to our organization. The ideal candidate will have significant experience in IT support, with the ability to troubleshoot and resolve complex issues across various systems and platforms. This role will involve: - Providing tier III support for complex application, hardware, and networking issues escalated from support teams, ensuring timely resolution and minimal downtime. - Utilizing analytical skills to diagnose issues and implement effective solutions, ensuring that root causes are addressed to prevent recurrence. - Assisting in the management and administration of IT systems, including servers, databases, and cloud services, ensuring optimal performance and security. - Offering high-level support to end-users, providing guidance and training on IT systems and applications to enhance user experience. - Maintaining comprehensive documentation of technical procedures, troubleshooting steps, and solutions to enhance the knowledge base for future reference. - Mentoring and supporting junior IT support staff, providing technical guidance and sharing knowledge to develop their skills and capabilities. - Monitoring system performance and security, proactively identifying and resolving potential issues before they impact users. - Participating in incident response activities, including investigating security incidents and recommending appropriate corrective actions. - Working closely with other IT teams, including network, security, and application support, to ensure seamless service delivery and address complex issues. Qualifications - Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience). - 5+ years of experience in IT support or system administration, with a focus on advanced troubleshooting and complex technical issues. - Strong knowledge of operating systems (e.g., Windows, Linux, macOS) and enterprise applications. - Extensive experience with networking concepts, including TCP/IP, DNS, DHCP, and VPN configurations. - Proficiency with helpdesk and ticketing systems (e.g., ConnectWise, ServiceNow, JIRA, Zendesk). - Excellent problem-solving skills, with the ability to work independently and manage multiple priorities effectively. - Strong communication skills, capable of conveying technical concepts to non-technical users. Requirements - Should be willing to accept a long-term work-from-home arrangement. - Should be amenable to a night shift schedule.

Role Description MDW Associate is seeking a Helpdesk Manager to support the Naval Special Warfare (NSW) Force's Defense Agencies Initiative (DAI) Enterprise Resource Planning (ERP) environment. The Helpdesk Manager will lead and oversee Defense Agencies Initiative (DAI) helpdesk operations supporting Naval Special Warfare (NSW) financial management and accounting users. The Helpdesk Manager will provide leadership, supervision, and operational oversight for a team responsible for delivering Tier 1 support, user training, issue resolution, reporting, process improvement, and business process automation initiatives. The successful candidate will serve as the primary interface between government stakeholders, DAI users, and contractor personnel, ensuring efficient support operations, timely issue resolution, and continuous improvement of service delivery processes. This role is fully remote. The Helpdesk Manager may perform a combination of some or all of the following duties: - Monitoring unresolved Production Support Requests (PSRs) and trouble tickets. - Preparing recurring operational status reports. - Ensuring compliance with established Service Legal Agreements (SLAs). - Leading the helpdesk process improvement initiatives through automation, including dashboard development and robotic process automation (RPA). - Leveraging expertise in financial, accounting, auditing, and reporting systems to improve operational efficiency. - Developing and delivering user training and creating supplemental learning materials. - Maintaining training schedules, supporting business process standardization, authoring and updating process documentation and user handbooks, and establishing communities of practice. - Collaborating with Government stakeholders to ensure DAI business processes, training, and operating procedures remain accurate, effective, and aligned with organizational requirements. Qualifications - Minimum of five (5) years of Department of Defense (DoD) experience within the last ten (10) years supporting and managing large, complex programs utilizing Oracle Federal Financials. - Minimum of seven (7) years of experience providing direct support for Defense Agencies Initiative (DAI) financial and accounting operations. - Demonstrated experience leading teams in a helpdesk, customer support, program management, or service delivery environment. - Experience managing support operations for enterprise financial management systems. - Strong analytical, organizational, problem-solving, and decision-making skills. - Excellent written and verbal communication skills. - Proficiency with Microsoft Office applications, reporting tools, and collaboration platforms. Requirements - Experience serving as a project lead, team lead, program lead, or equivalent leadership role. - Agile certification or experience working in Agile project environments. - Experience supporting DAI modules including: - Budget to Report (B2R) - Cost Accounting - Procure to Pay (P2P) - Oracle Time and Labor (OTL) - Oracle Analytics Server (OAS) - Order to Cash (O2C) - Experience supporting Department of Defense financial management operations. - Experience developing performance metrics, dashboards, and executive reports. - Knowledge of AI-powered tools, automation technologies, and process improvement methodologies. - Minimum of one (1) year of experience utilizing AI tools and integration technologies. - Experience implementing or supporting Robotic Process Automation (RPA) solutions. Education Requirement(s) - Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Administration, Accounting, Finance, Management, or a related field. Security Requirement(s) - Public Trust - Candidates for this position must be submitted for a background investigation in order to satisfy government requirements. Company Description Incorporated in 2012, MDW is a small business headquartered in McLean, VA with offices in Huntsville, AL. We provide Federal government clients with consulting, management services, advisory and assistance services, decision support, strategic planning, process planning and improvement, task execution and metrics analysis. Our mission is to make our clients more successful by providing honest assessments, exceptional analysis, prudent advice, direct communication, and hard work. - Strategic Planning - Cost Estimating - Budget Programming and Justification - Budget Execution - Acquisition Management - Financial Systems Support & Integration

• Drive the evolution of enterprise authentication and federation experiences • Lead a team focused on designing, building, and scaling authentication solutions • Collaborate with architecture, infrastructure, security, and application development teams • Ensure secure, resilient, and scalable identity services • Direct and develop staff, managing performance and promoting professional development