Contractor Team Lead

Inserso Corporation • Chantilly, VA

116d

About The Position

Inserso is seeking a Contractor Team Lead to provide support to our DHS customers worldwide. This position leads onsite and remote Tier 2 support that requires prompt action and quick resolution of user IT issues to minimize downtime. These IT issues include hardware, software, applications, network diagnostics, cloud and other IT services, as requested. The Contractor Team Lead is a manager that reports to an Operations Manager and provides IT Field Operations (ITFO) support for 24x7 LANs and associated applications, peripherals, connectivity, and end-users in a Service Desk supported Tier II environment. This position relies on instructions and pre-established guidelines to perform the functions of the job while working independently and/or under immediate supervision. A certain degree of creativity and latitude is required.

Requirements

• Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process.
• Associate Degree or equivalent experience.
• 10 years of IT-related support experience, preferably through progressive technical roles.
• 3 years' experience of IT support in an Enterprise environment (10,000+ end-users).
• 1+ year experience in a lead technical role or supervisory position supporting a group of 5 or more.
• Solid understanding of ITIL principles and ability to obtain ITIL certification within 90 days of start.
• Experience evaluating system performance results and recommending improvements or optimizations.
• Experience functioning as a technical expert across multiple project assignments.
• Attention to detail and follow-through.
• Ability to work with minimal supervision.
• Must pass Motor Vehicle Records check as this position is classified as a 'Regular Driver' and overnight travel may be required.
• Must maintain a state of travel readiness required to take prompt action on support requests which may require local and/or overnight travel to Government locations.
• Must be comfortable working in a Law Enforcement environment which may consist of locations similar to detention facilities, prisons, or jails.

Nice To Haves

• Possesses and applies expertise on multiple complex work assignments which are broad in nature, requiring originality and innovation in determining how to accomplish tasks.
• Ability to apply a comprehensive knowledge across key tasks and high impact assignments.
• Experience planning and leading major technology assignments and projects.
• Subject matter expert with the setup, configuration and administration of servers and backups.
• Experience performing IT hardware repairs and installing replacement parts.
• PMP, MCSE, A+, Security+, Project+, or other relevant certifications.

Responsibilities

• Plans and develops methods and procedures for service delivery to the end users.
• Directs and coordinates projects and exercises control over personnel responsible for specific functions or phases of the service delivery program.
• Serves as a designated manager to technical leads and systems engineers including project/task delegation, monitoring work quality and providing technical direction.
• Supports technical escalations and facilitates technical training and mentoring for new employees.
• Acts as senior technical point of contact and overall go-to person for assigned key customer(s).
• Prepares and submits monthly, weekly, daily, and ad hoc IT service-related reports and/or data calls.
• Leads team meetings with technical leads, engineers, external support groups and client IT management.
• Coordinates and provides LAN administrator support with the installation, configuration and maintenance of network communication devices, servers, network storage arrays and tape backup units.
• Provides support of network attached devices such as computers, printers, fax machines, biometric devices, electrocardiograms, x-ray machines, smart display, and sensors.
• Identifies work product deficiencies and implements effective solutions to improve service to customers.
• Monitors ITSM (ServiceNow) assignment groups and applies troubleshooting needed to resolve tickets.
• Updates tickets following documentation templates and/or guidelines to ensure quality requirements are met.
• Provides daily, weekly, and monthly activity reports describing activities accomplished in a timely manner.
• Provides inventory support and input to the provided inventory system for the customer.
• Participates in pre-scheduled after-hours support of weekly on-call rotation and/or as a team member supporting special projects or events.
• Analyzes functional business requirements and design specifications for functional activities.
• Effectively contributes to technical discussions and develops and presents required briefing materials to ensure the customer's needs are met.
• Identifies/fixes problems within existing systems design/implementation of new systems, enhances existing systems and participates in analysis, design, and new construction of next generation IT systems.
• Manages client interaction and expectations regarding service delivery efforts while developing lasting relationships with client personnel and other support groups to foster success.
• Identifies operational risks and develops mitigation strategies.
• Ensures consistency and quality of service delivery efforts and deliverables within assigned area of responsibility.
• Reviews and approves timesheets, expense reports and travel requests.
• Drives the hiring process to ensure continual progress, identification of positions at risk, develops a pipeline of candidates to maintain a high staffing to plan ratio, performs technical interviewing and issuance of staffing recommendations.
• Provides performance management by conducting effective evaluations and mentoring team members through formal and informal channels.
• Serves as escalation POC for Government IT Managers.
• Provides evaluation, training, coaching and mentorship of system engineers.
• Fulfills routine and ad-hoc technical and service-related reporting requests.

Benefits

• EOE, including Disability/Vets.
• Reasonable accommodation will be made for qualified individuals with a disability, where such accommodation will not impose an undue hardship during the application process and on the job.

What This Job Offers

• Career Level: Manager
• Industry: Professional, Scientific, and Technical Services
• Education Level: Associate degree