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Federal Account Support Manager

Hewlett Packard Enterprise | Annapolis Junction MD 20701 USA | Full Time | Posted: 01/15/2021

Job Descriptiontop

Hewlett Packard Enterprise advances the way people live and work. We bring together the brightest minds to create breakthrough technology solutions, helping our customers make their mark on the world.


Our new innovative IT services organization is HPE Pointnext.  We have the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation.


In this role, you’ll provide onsite support to our Public Sector client in Annapolis Junction. Based on the clients’ needs, the support services you provide will primarily include enterprise server, storage, networking, desktop, and laptop support. You will use your background in field technical support or customer service, as well as your technical knowledge and training, to manage this strategic Federal client relationship.


Position requires a TS/SCI clearance. As a result, US citizenship is required. This position will also require a US Government background check and fingerprinting for site access badges.


You’ll have opportunity to work on the products we deliver and support while gaining experience as a Federal Account Support Manager, which can lead to future careers within HPE.


As the Federal Account Support Manager, you will:

  • act as trusted advisor in the consultant role for customer and HPE sales teams

  • deliver a range of technical support services, including strategic account support, by proactively maintaining high-level technical, operational expertise and understanding of industry trends

  • work with a wide range of endpoint and enterprise technologies, including desktops, laptops, printers, servers and a variety of storage technologies

  • maintain high level Customer satisfaction by clarifying Customer needs and ensuring that they are met

  • handle Customer relation problems promptly and appropriately, escalate issues according to established procedures

  • review support plan for business indicators and map to HPE service solutions

  • develop and grow assigned customer account relationship

  • design and deliver support solutions

  • provide suggestions for operational efficiencies

  • lead Customer Expectation management as part of escalation process

  • give input to operational methods and programs that may affect the business management strategy in the geographic area

  • respond to service, product, technical, and customer relations questions

  • perform other duties as needed or assigned


Job Requirementstop

Education and Experience Required 

  • Bachelor’s degree (preferred) or Associate degree (technical field ideal)

  • 6+ years’ work experience in enterprise server, storage, and/or networking technologies

  • Without an Associate’s or higher-level degree, an additional 2 years’ experience is required for a total of 8+ years relevant experience

  • TS/SCI with Full Scope Poly clearance, required. As a result, US citizenship is required.


Knowledge and Skills Required 

  • Information Technology Information Library (ITIL) certification

  • IAT Level 2 or Security + certification

  • In-depth knowledge of industry standard networked computing environments, operating systems, and applications

  • System health check experience, using health check tools for compute and storage technologies

  • Experience with US Federal customers with a technical background or significant technical understanding to communicate with customers and technicians for problem determination and solution implementation

  • Ability to employ exemplary consulting skills by becoming a trusted advisor to the customer and providing clarity to solution determination

  • Ability to identify alternative actions, set appropriate priorities, and identify creative and practical solutions

  • Ability to provide customer recommendations to improve processes

  • Advanced skills in communication, analysis, and presentation

  • Ability to communicate effectively and tactfully to technical level, first- and middle-level management

  • Ability to anticipate customer needs, develop proposed solutions, and build consensus

  • Experienced knowledge of change management process and tools in complex environment

  • Active listening skills and ability to adjust messages to audience level

  • Problem-solving skills – proactive, reactive and creative

Job Detailstop

Location Annapolis Junction, MD, 20701, United States
Categories Computer Software, Computer Hardware, Customer Service & Help Desk, Government, Professional, Contracts & Acquisitions
Sec Clearances Top Secret/SCI

Location Maptop

Contact Informationtop

Contact Name Jane Kaatz
How to apply A resume is required to apply to this job. Applications are sent to employer via email. Click on the link below and follow instructions.
Apply Click Here (apply to job)
Primary Phone 470 212 9104
Job Code 1070609