New Employee Onboarding Manager

The New Employee Onboarding Manager oversees the end-to-end scheduling, coordination, and delivery of new employee IT hardware within the NCR. This position leads and manages a team of 3–4 Tier II IT technicians, ensuring consistent, high-quality support for end users and end-user hardware.

What You Will Do

Serve as the primary CISA/DHS customer engagement point for escalations, onboarding schedule coordination, and overall communication regarding NEO workflow status. Ensure exceptional customer service delivery by overseeing the entire NEO experience and ensuring technicians follow standardized procedures.

Why It Might Be a Fit

The Manager is accountable for meeting all service KPIs, ensuring ticket accuracy, operational readiness, and adherence to federal onboarding processes. The Manager is responsible for leading continuous improvement initiatives by reviewing service delivery processes, recommending enhancements, and evaluating new tools, technologies, and workflows.

Requirements

• Experience managing IT support or deskside support teams, preferably in a federal or enterprise environment.
• Bachelors Degree and 10 years of relatable experience
• Demonstrated ability to oversee onboarding workflows, including verification of account creation, updating trackers, scheduling deployments, and ensuring completion of ServiceNow SCT tasks (Create Account, Confirm User Account Created).
• Experience working cross-functionally with CORs/POCs, federal onboarding teams, and technicians to coordinate GFE deployments and account readiness.
• Ability to evaluate and update onboarding tickets with required status (Intune enabled/disabled), hardware requirements, customer notes, and deployment details.
• Experience developing SOPs, templates, work instructions, and maintaining structured knowledge repositories.
• Strong written and verbal communication skills, including customer-facing correspondence and escalation management.
• Proficiency in troubleshooting Windows Operating Systems (Windows 10/11), Microsoft Office products, and common browsers.
• Experience installing, upgrading, reprovisioning, and removing software; including coordination of provisioning projects (Windows and Mac).
• Experience using ServiceNow (or similar ITSM tools) to manage incidents, requests, SCT tasks, and update workflow statuses through completion.
• Extensive experience with IMAC processes (Install, Move, Add, Change) and coordinating asset logistics for local and remote deployments.
• Experience with Intune, account verification, administration, and PIV authentication.
• Ability to assign local users as primary users in Intune and validate hardware association as part of onboarding requirements.
• Ability to interpret onboarding documentation, audit ticket content, and ensure alignment across systems such as CISA ALM, CISANet GAL, and Microsoft Intune.
• Ability to rapidly learn new technologies and adhere to DHS/CISA-specific application workflows and procedures.

Benefits

• healthcare
• wellness
• financial
• retirement
• family support
• continuing education
• time off benefits