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The Helpdesk Manager – Travel System(s) Technical Support is responsible for managing the technical support operations related to Defense Travel System (DTS) and its integrated systems in support of the Defense Travel Management Office (DTMO) Travel Assistance Center (TAC). The Travel Systems Technical Support Manager leads, trains, and supports analysts who provide technical assistance to DoD travel enterprise customers, including troubleshooting system issues, managing DTS access, and coordinating with partner systems.

•Manage day to day interactions with current and prospective clients.
•Manage and deliver components of client engagements. 
•Develop and maintain contact with decision makers at key clients; participate and lead aspects of the proposal development process; contribute to the development of proposal pricing strategies 

Professionals will focus on key client issues that are at the core of the business by integrating our industry expertise with deep technical and operational transformation capabilities.

• Lead and manage the technical support team responsible for DTS and integrated systems. 
• Ensure technical support operations align with contract standards and the established Concept of Operations (CONOPS). 
• Provide expert-level support and guidance on: 
• DTS Login and user access issues 
• Certification Authority processes 
• Import/Export functionality within DTS 
• Identification and resolution of interfacing system deficiencies 
• DTS system reports including Report Scheduler and BI Reporting Tool (BIRT) 
• Establishing and maintaining workaround procedures 
• Documenting and reporting system issues 
• Coordinate with DTMO and DTS PMO on system updates, testing, and issue resolution. 
• Participate in pre- and post-release verification testing of DTS updates and patches. 
• Maintain awareness of DTS releases, projects, and initiatives through regular coordination with DTMO. 
• Ensure accurate and timely escalation of system issues using the Ticket Management System (TMS). 
• Develop and maintain technical documentation, SOPs, and training materials. 

Qualifications: 

• Minimum 5 years of experience at the enterprise or DoD component headquarters/major command level with DTS Login, Certification Authority, Import/Export functionality, interfacing system deficiencies, system reports (Report Scheduler and BI Reporting Tool), establishing workaround procedures, and reporting system issues with documentation. 
• Bachelor’s Degree in a related field. Experience may substitute education requirements.  

Preferred Qualifications:  

• Experience managing a helpdesk or support center in a federal or DoD environment
• ISO 9001 Training to be completed by employee after onboarding.