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Help Desk Manager---Finance Shared Services Customer Support--Irving Texas ID-19317

About the position

At Northrop Grumman, our employees have incredible opportunities to work on revolutionary systems that impact people's lives around the world today, and for generations to come. Our pioneering and inventive spirit has enabled us to be at the forefront of many technological advancements in our nation's history - from the first flight across the Atlantic Ocean, to stealth bombers, to landing on the moon. We look for people who have bold new ideas, courage, and a pioneering spirit to join forces to invent the future, and have fun along the way. Our culture thrives on intellectual curiosity, cognitive diversity, and bringing your whole self to work — and we have an insatiable drive to do what others think is impossible. Our employees are not only part of history, they're making history. Northrop Grumman is seeking a Manager 1 in Irving, Texas to manage the customer support function for Accounts Payable within Finance Shared Services. The customer support team manages approximately 40,000 inquiries per year from suppliers and employees of Northrop Grumman. The Manager coordinates tiered support with the Accounts Payable operation teams for an efficient and effective service delivery. This position does not offer a virtual arrangement; candidates must be available to work on-site at least 2 days per week at our Irving, TX location. The Manager effectively uses metrics and best practice experience to lead the team tactically and strategically. We are seeking a leader who proactively listens, understands, and identifies the customers' true needs and delivers a low-effort experience by providing tools and processes that meet the business objectives of stakeholders. The Customer Support team provides training and process support related to our systems and policies. This position will require excellent written and verbal communication as well as a dedicated services approach.

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Responsibilities

  • Manage the customer support function for Accounts Payable within Finance Shared Services.
  • Coordinate tiered support with the Accounts Payable operation teams for efficient service delivery.
  • Lead the customer support team tactically and strategically using metrics and best practices.
  • Proactively listen to and understand customers' needs to deliver a low-effort experience.
  • Provide training and process support related to systems and policies.

Requirements

  • Bachelor's degree in a related field.
  • 5 years of management experience of exempt, non-exempt, and contractor workforce of more than 8 people.
  • Demonstrated history of talent and team development.
  • 5 years of help desk management experience including being the primary escalation point of contact.
  • Accounts Payable experience and related accounting knowledge.
  • Experience in process development.
  • Experience in process and procedural documentation including flow charts and decision trees.
  • SAP experience.
  • Application of project management fundamentals.

Nice-to-haves

  • SAP S4
  • Open Text Vendor Invoice Management
  • Costpoint
  • ServiceNow citizen development
  • Tableau dashboard creation
  • PowerPoint
  • Excel
  • Alteryx Workflow
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