IT End User Support Manager

Found in: beBee S US - 2 weeks ago

SCOTT AFB, United States SAIC Career Site Full time

Description

The National Security Customer Group of SAIC is seeking IT End User Support Lead section to support an IT Service Delivery effort for USTRANSCOM (USTC) located at Scott Air Force Base (AFB) in Illinois, approximately 20 Miles from St. Louis, MO. The USTC Managed Information Technology Services (MITS) contract is intended to provide strategic, technical, and program management guidance and support services to facilitate the operations and modernization of the combatant command’s infrastructure, systems, and applications. This support will be provided to the USTC Command, Subordinate Commands, and other supporting organization as directed on behalf of the Command Control, Communications & Cyber Systems Directorate (TCJ6).

 

The End User Support Lead is a pivotal role focused on providing outstanding on-site and remote support to end-users. Collaborating closely with the Service Desk Manager, this position plays a crucial role in managing ticket queue escalations and ensuring efficient resolution of IT issues. Responsibilities include maintaining and supporting command-approved applications, peripherals, and desktop technology. Additionally, the End User Support Lead will periodically engage with customers and directorate offices regarding team customer surveys and technician performance.

 

  

Responsibilities

·       Lead the local End User team consisting of the Service Desk, Cyber Operations Center, Telephone/Mobility, Executive Communications Team, Web/Sharepoint, Audio Visual, PC Maintenace, and the Functional Area Communications and Computer Systems Manager (FACCSMs) managing the positive control and hand off of ticket queue assignments, ensuring effective follow-up support, and maintaining clear communication with end-users.

·       Ensure the thorough documentation of all tickets with detailed resolutions or workarounds, and research comprehensive solutions for recurring problems.

·       Perform regular Proactive IT Support Walkthroughs to actively engage with users, identify potential IT issues, and provide immediate troubleshooting, enhancing overall user satisfaction with IT services.

·       Develop and maintain Knowledge-based articles for complex issues and user-related troubleshooting.

·       Oversee the installation, monitoring, and maintenance of all command-provided hardware, software, mobile devices, and peripherals for end-users.

·       Provide weekly and monthly management reports on projects, accomplishments, and IT support activities.

Contribute to the development and refinement of technology guidelines, policies, and procedures.

·       Coordinate approval of Standard Operating Procedures (SOPs) for End User Technicians 

·       Support and engage with the USTC customer frequently to provide status on specific ticket escalations, updates on Special Projects and meet any ad hoc user requests

·       Attend Daily\Weekly operations meetings to provide Key Stake holders project updates, ticket updates, issues and concerns

·       Support in the creation of SOPs and training guides, ensuring deskside Knowledge Repository is maintained with accurate information

·       Track and monitor the performance of all end-user SLAs and KPIs daily for each technician, identifying trends and implementing corrective action when SLAs are at risk

·       Perform monthly ticket audits on regional team, ensuring tickets are routed correctly and populated following a standardized work detail format

·       Provide detailed reporting on tickets to key stakeholders weekly

·       Manage team schedule, balancing employee absences/vacations and USTC SLAs/KPIs

·       Reviews service delivery process and procedures, recommending customer service and IT process support enhancements, researching and recommending new technologies and procedures.

·       Set clear team goals and provide corrective action plans where individual performance is not being met

·       Collaborate with other DoDAC SAIC organizational entities (e.g. service desk, AV, Mobility) and external vendors to solve issues on the customers behalf.

 

This position is for Monday through Friday, normal business hours.  

 

 

 

Qualifications

·       DoD Secret clearance

·       BA/BS

·       10+ years of experience

  • 5+ years of previous experience managing team of 10 or more IT personnel

·       ITIL® 4 Foundations

·       Must have at least one of these IAT Level II certifications: Security+, CECCNA-Security, CySA+ **, GICSP, GSEC, CND, SSCP

·       Must have at least one Computing Environment (CE) certification or certificate for the technical area of responsibility in either Network support/defense (e.g., Splunk, Cisco, McAfee, etc.) OR Operating System (e.g., Microsoft, Linux, Solaris, etc.

  • Previous experience using ITSM tools for ticket and SLA tracking and reporting

·       Must be organized and detailed oriented

·       Self- starter and problem solver

·       Strong analytical and problem solving skills

·       Experience with MS Office to include Word, PowerPoint, Visio, Project and Excel

·       Ability to manage multiple, high, & competing priorities in a fast-paced, constantly changing environment

·       Strong oral and written communication skills across all levels

  • Collaborative management approach to drive project / task success across multiple stakeholder organization
  • Excellent leadership skills with the ability to motivate and guide a team to achieve high-quality service delivery.
  • Ability to become familiar with basic project management approaches, tools and phases of the project lifecycle.
  • Prior experience working on customer site

SAIC accepts applications on an ongoing basis and there is no deadline.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.

  • IT End User Support Manager with Security Clearance

    Found in: Dice One Red US C2 - 6 days ago

    Scott AFB, United States SAIC Full time

    Description The National Security Customer Group of SAIC is seeking IT End User Support Lead section to support an IT Service Delivery effort for USTRANSCOM (USTC) located at Scott Air Force Base (AFB) in Illinois, approximately 20 Miles from St. Louis, MO. The USTC Managed Information Technology Services (MITS) contract is intended to provide strategic,...

  • IT End User Support Manager

    6 days ago

    Scott Air Force Base, United States SAIC Full time

    Description The National Security Customer Group of SAIC is seeking IT End User Support Lead section to support an IT Service Delivery effort for USTRANSCOM (USTC) located at Scott Air Force Base (AFB) in Illinois, approximately 20 Miles from St. Louis, MO. The USTC Managed Information Technology Services (MITS) contract is intended to provide strategic,...

  • IT End User Support Manager with Security Clearance

    Found in: Careerbuilder One Red US C2 - 1 day ago

    Scott Air Force Base, IL, United States SAIC Full time

    Description The National Security Customer Group of SAIC is seeking IT End User Support Lead section to support an IT Service Delivery effort for USTRANSCOM (USTC) located at Scott Air Force Base (AFB) in Illinois, approximately 20 Miles from St. Louis, MO. The USTC Managed Information Technology Services (MITS) contract is intended to provide strategic,...

  • Help Desk Technician with Security Clearance

    Found in: Dice One Red US C2 - 2 weeks ago

    Scott AFB, United States Advanced Software Design Full time

    ASD provides the Air Mobility Command/A4 Resources and Integration Division technical support of Logistics eTools, technical support of the G081 Program Management Office, A4 staff, conference rooms, programming, training and program management support. Key responsibilities will include: Provides end-user software and hardware troubleshooting. Receives calls...

  • AV Programmer

    Found in: Dice One Red US C2 - 6 days ago

    Scott AFB, United States By Light Professional IT Services Full time

    Overview By Light is supporting the Managed Information Technology Service (MITS) Enterprise Support Managed Services effort for the United States Transportation Command (USTRANSCOM). USTRANSCOM provides command and control (C2) for the synchronized transportation, distribution, and sustainment of personnel and assets, making possible the projection and...

  • Telecommunications Technician with Security Clearance

    Found in: Dice One Red US C2 - 6 days ago

    Scott AFB, United States SAIC Full time

    Description The National Security Customer Group of SAIC is seeking a Telecommunications Technician to support an IT Service Management effort for USTRANSCOM located at Scott Air Force Base (AFB) in Illinois. The USTC Managed Information Technology Services (MITS) contract is intended to provide strategic, technical, and program management guidance and...

  • IT Asset Procurement Analyst with Security Clearance

    Found in: Dice One Red US C2 - 6 days ago

    Scott AFB, United States SAIC Full time

    Description The National Security Customer Group of SAIC is seeking a Configuration Management Specialist to support an IT Service Management effort for USTRANSCOM (USTC) located at Scott Air Force Base (AFB) in Illinois, just 20 miles outside of St. Louis, MO. The USTC Managed Information Technology Services (MITS) contract is intended to provide strategic,...

  • IT Asset Procurement Analyst with Security Clearance

    Found in: Dice One Red US C2 - 4 days ago

    Scott AFB, United States SAIC Full time

    Description The National Security Customer Group of SAIC is seeking a Configuration Management Specialist to support an IT Service Management effort for USTRANSCOM (USTC) located at Scott Air Force Base (AFB) in Illinois, just 20 miles outside of St. Louis, MO. The USTC Managed Information Technology Services (MITS) contract is intended to provide strategic,...

  • Client support Technician with Security Clearance

    Found in: Dice One Red US C2 - 6 days ago

    Scott AFB, United States Centuria Corporation Full time

    Job Title: Client Support TechnicianLocation: Scott AFB, IL - HybridClearance: Secret Company/ Program Description: Centuria, a Service-Disabled Veteran-Owned Small Business (SDVOSB), has been delivering IT, Engineering, and Scientific solutions to the Federal Government since 2002. During our two decades of service we have earned the trust and respect of...

  • Systems Engineer III with Security Clearance

    Found in: Dice One Red US C2 - 6 days ago

    Scott AFB, United States McLean Intelligent Workforce Full time

    Job Title: Systems Engineer IIIJob Location: Scott AFB, IL (The position is telework, but the person must be able to go onsitewhen needed)Employment Type: Full Time Job Summary:The Systems Engineer III is highly specialized in one or more phases of software systemsdevelopment, systems integration, or network engineering. Provides technical assistance...

  • Network Lead Technician

    Found in: Talent US C2 - 6 days ago

    Scott AFB, United States Chameleon Full time

    This position requires a Top - secret security clearance . Overview: This position will serve as the focal point for this task. This position will provide technical support for network management, maintenance, upgrades of the WLAN and the ancillary networks that support our mission to ensure 24x7 availability, building and configuring network...

  • IT Specialist

    Found in: beBee S US - 5 days ago

    Scott AFB, United States Department Of The Army Full time

    Summary Please limit your resume to 5 pages. If more than 5 pages are submitted, only the first 5 pages will be reviewed to determine your eligibility/qualifications. This is a Direct Hire Authority (DHA) solicitation utilizing the DHA for STEM Positions and Cyber Security to recruit...

  • Telecommunications Technician

    Found in: beBee S US - 2 weeks ago

    SCOTT AFB, United States SAIC Career Site Full time

    Description The National Security Customer Group of SAIC is seeking a Telecommunications Technician to support an IT Service Management effort for USTRANSCOM located at Scott Air Force Base (AFB) in Illinois.  The USTC Managed Information Technology Services (MITS) contract is intended to provide strategic, technical, and program management guidance and...

  • Service Desk Agent with Security Clearance

    Found in: Dice One Red US C2 - 2 weeks ago

    Scott AFB, United States Peraton Full time

    About Peraton Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our...

  • Associate Computer User Support Specialist with Security Clearance

    Found in: Dice One Red US C2 - 6 days ago

    Macdill AFB, United States Akima Full time

    Description Overview Work Where it Matters Compass Point, an Akima company, is not just another federal IT contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska. At Compass Point, the work you do every day makes a difference in the lives of...

  • Help Desk Service Specialist with Security Clearance

    Found in: Dice One Red US C2 - 6 days ago

    Scott AFB, United States SAIC Full time

    Description The National Security Customer Group of SAIC is seeking a Help Desk Service Specialist to support an IT Service Desk effort for USTRANSCOM located at Scott Air Force Base (AFB) in Illinois. The USTC Managed Information Technology Services (MITS) contract is intended to provide strategic, technical, and program management guidance and support...

  • IT Enterprise Data Analyst with Security Clearance

    Found in: Dice One Red US C2 - 6 days ago

    Scott AFB, United States SAIC Full time

    Description The National Security Customer Group of SAIC is seeking Data Scientist to support the IT Service Delivery effort for USTRANSCOM (USTC) located at Scott Air Force Base (AFB) in Illinois, approximately 20 Miles from St. Louis, MO. The USTC Managed Information Technology Services (MITS) contract is intended to provide strategic, technical, and...

  • Data Analyst with Security Clearance

    Found in: Dice One Red US C2 - 6 days ago

    Scott AFB, United States TEKsystems co Allegis Group Full time

    Workplace TypeHybridWorksite Location731 Lakepointe Centre Dr, O Fallon, Illinois, 62269-3073, United StatesJob Titledata analystTop Skills - Must Haves • cloud • relational databaseTop Skills' DetailsDegree and 2+ years of experienceNeed some development experience with Python and SQLSecondary Skills - Nice to HavesJob DescriptionAGENCY:...

  • AV/VTC Technician with Security Clearance

    Found in: Dice One Red US C2 - 6 days ago

    Scott AFB, United States By Light Professional IT Services Full time

    Overview By Light is supporting the Managed Information Technology Service (MITS) Enterprise Support Managed Services effort for the United States Transportation Command (USTRANSCOM). USTRANSCOM provides command and control (C2) for the synchronized transportation, distribution, and sustainment of personnel and assets, making possible the projection and...

  • Desktop Support Technician

    Found in: Dice One Red US C2 - 6 days ago

    Patrick AFB, United States By Light Professional IT Services Full time

    Overview American Communications Solutions and By Light Professional IT Services, together as Full Spectrum Operations (FSO) are hiring dedicated and talented IT professionals under the Eastern Western Operational Communications Services (EWOCS) contract. EWOCS provides reliable high-quality communications and innovative IT solutions for the Guardians,...