Contractor Team Lead
4 weeks ago
**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 to include 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.
- Coordinate and provide LAN administrator support with the installation, configuration and maintenance of network communication devices, servers, network storage arrays and tape backup units.
- Provide support of network attached devices such as computers, printers, fax machines, biometric devices, electrocardiograms, x-ray machines, smart display, and sensors.
- Identification of work product deficiencies and implementation of effective solutions to improve service to customers.
- Monitors ITSM (ServiceNow) assignment groups and applies troubleshooting needed to resolve tickets.
- Update tickets following documentation templates and/or guidelines to ensure quality requirements are met.
- Provide daily, weekly, and monthly activity reports describing activities accomplished in a timely manner.
- Provide inventory support and input to the provided inventory system for the customer.
- Participate 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 contribute to technical discussions and develop and present required briefing materials to ensure the customer’s needs are met.
- Should provide identification/fixing for the problems within existing systems design/implementation of new systems, enhances the 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.
- Identification of operational risks and development of mitigation strategies.
- Ensures consistency and quality of service delivery efforts and deliverables within assigned area of responsibility.
- Must possess experience of system engineering in one or more areas including telecommunications concepts, computer languages, operating systems, database/DBMS, and middleware.
- Review and approval of timesheets, expense reports and travel requests.
- 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.
Required Skills/Experience:
- 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 mínimal supervision.
- Must pass Motor Vehicle Records check as this position is classified as a “Regular Driver” and overnight travel may be required (Actual travel percentage varies based upon location but is typically less than 20%). 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 (Local short notice travel to customer sites is common, extended overnight and air travel is typically less than 5% per year).
- Must be comfortable working in a Law Enforcement environment which may consist of locations similar to detention facilities, prisons, or jails.
- If the position requires you to enter certain facilities, you may be required to attest to or provide proof of COVID-19 vaccination or be able to provide a negative COVID-19 test result
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