Resource Fulfillment Lead

Evolver Federal•Washington, DC

2d•Onsite

About The Position

Evolver is an information technology, cybersecurity, and digital transformation company supporting national defense, federal civilian agencies, and Fortune 500 organizations. We help customers secure critical systems, modernize enterprise technology, and solve complex operational challenges through integrated technology capabilities spanning cybersecurity, enterprise IT infrastructure, cloud, software development, data analytics, legal technology and eDiscovery, applied AI, and electronic security systems. Our teams combine deep technical expertise with mission understanding to deliver secure, reliable, and scalable solutions that advance performance in high-stakes environments. Evolver is seeking an IT Fulfillment and Inventory Team Lead to lead a team of 18 IT Fulfillment and Inventory technicians on a federal IT support services contract. The operation includes aspects of IT support including Laptop Imaging and Deployment, Equipment Repair, Asset Management, and Equipment Moves. This position works in close collaboration with other teams and government staff to advance support objectives including efficiency, customer satisfaction, and overall effectiveness of IT resources. This an essential position and requires work on-site (weekdays from 7:30 a.m. to 4:00 p.m.) in Washington, DC (next to Smithsonian Metro) with occasional travel to other offices in Virginia and Maryland.

Requirements

3 years of experience in lead position for customer support operations for federal government contract chartered with large scale, multi-faceted IT support.
2 years of experience with software/hardware asset life cycle management processes planning, acquisition, deployment, monitoring, and disposal
2 years of experience creating and delivering oral and written communication with the highest levels of management and client end users
2 years of experience with Windows 10, MS Office 365
2 years of experience with HP and Dell workstations and laptops
2 years of experience with System build, deployment, and maintenance
2 years of experience with IT ticketing software, including the ability to create ad hoc reports, and manage work/ticket queues.
High School Diploma
US citizen with ability to pass a comprehensive government background/badging investigation

Nice To Haves

Bachelor's degree
Certified IT Asset Manager (CITAM)
Certified Hardware Asset Manager (CHAMP)
Excellent computer skills, including high level of proficiency with Microsoft Office, including Excel, Outlook, and Word.
Must be detail-oriented, organized, and can work under tight deadlines.
2 years of experience working as a contractor supporting the Federal Government.

Responsibilities

Oversee day-to-day operations of IT fulfillment and Asset Management including the management support personnel.
Responsible for evaluating, scheduling, and mentoring staff.
Achieve high quality operations that meet Service Level Agreements resulting in high customer satisfaction levels.
Work with the Asset Manager to improve customer service standards through communication techniques, work instructions, and training
Work directly with customers when incident, request, or problem escalation is viewed as necessary
Deliver management level weekly, monthly and ad hoc reporting, including inventory reports.
Respond to issues and address challenges to the contract success as well as proactively identify and mitigate risks.