Job Description

Salary: $89,700 - 162,150 per year Requirements:

• A Bachelor's degree with 10 years of relevant experience; additional years of experience can substitute for a degree.
• A minimum of 10 years of related experience is preferred; however, candidates with less experience may be considered if they demonstrate direct and pertinent experience linked to the specific contract or mission needs.
• Proven experience in managing on-site operational personnel, such as Print Equipment Operators (PEOs), technical dispatchers, or field service support teams.
• Strong skills in vendor management, including contract oversight, service level agreement (SLA) enforcement, and performance governance.
• Extensive knowledge of ServiceNow, encompassing incident tracking, asset management, and reporting capabilities.
• Familiarity with print-related networking, print server architecture, and protocols such as IPP, LPD/LPR, and SMB printing.
• Experience with solutions like Follow Me Print, HP Security Manager, KonicaCare, HP Webjet Admin, and PrintFleet.
• A demonstrated ability to work collaboratively and communicate effectively with technical teams, vendors, and leadership stakeholders.

Responsibilities:

• Act as the enterprise print environment leader, taking ownership of the design, performance, and optimization of the print infrastructure.
• Oversee the vendor contract and serve as the primary point of contact for Managed Print Services (MPS) vendor relationships, ensuring compliance with SLAs and KPIs.
• Supervise on-site Print Equipment Operators (PEOs), who manage supply logistics, toner installation, and manual meter read collection; provide leadership, training, and alignment with operational standards.
• Validate vendor support and manage all HP and Konica Minolta print devices, including security baseline configurations, diagnostics, and firmware updates.
• Utilize ServiceNow to track incidents, manage asset lifecycle, enforce operational workflows, and generate performance reports.
• Lead or assist in project-based and Agile initiatives, such as print fleet refreshes, system integrations, or transformations of service models.
• Apply project management methodologies to organize, execute, and monitor initiatives across IT, procurement, and facilities teams.
• Assess vendor performance through regular reporting, quarterly business reviews (QBRs), and escalation protocols; recommend penalties or service credits as necessary.
• Analyze usage trends and suggest opportunities to enhance costs, improve user experiences, and decrease downtime.
• Ensure compliance with all audit and security standards, including secure print practices and data protection policies.
• Maintain updated documentation, such as standard operating procedures (SOPs), support guides, vendor workflows, and internal training resources.

Technologies:

• Firmware
• Support
• LESS
• Security
• SMB
• ServiceNow
• ITIL

More:

We are excited to announce an opening for a Print Manager under the NASA End-User Services & Technologies (NEST) contract. In this critical position, you will ensure seamless print support across all NASA centers and contractual worksite locations, managing and maintaining essential IT print services that are vital to NASA’s core business activities.

As the Print Lead, you will manage our enterprise print infrastructure's strategic and operational aspects, acting as the subject matter authority for HP and Konica Minolta devices while using ServiceNow to oversee incidents, assets, and performance analytics. This role includes direct supervision of a team of on-site Print Equipment Operators (PEOs), who are responsible for delivery coordination, toner installation, and page count tracking. Furthermore, you will be the primary contract owner, ensuring all service level agreements and daily commitments are fulfilled.

We aim to attract candidates who combine technical expertise with robust leadership and project execution skills. Preference will be given to individuals with certifications such as PMP or Certified Scrum Master (CSM).

If you are prepared to embrace this challenging and fulfilling role, we invite you to apply and join our team, which is dedicated to achieving NASA's mission objectives through innovative and dependable print services. Let’s innovate together and address complex challenges creatively. We are the go-to technical company when things get unusual, and we strive to solve high-stakes issues with agility and ingenuity.

Job Tags

Full time, Contract work,

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