IT End User Support Manager

1 week 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, 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 experience5+ 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 levelsCollaborative management approach to drive project / task success across multiple stakeholder organizationExcellent 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 siteSAIC 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: Careerbuilder One Red US C2 - 6 days 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,...

  • 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,...

  • IT End User Support Manager with Security Clearance

    Found in: Dice One Red US C2 - 1 week 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,...

  • Functional Analyst

    1 week ago

    Scott Air Force Base, United States cFocus Software Incorporated Full time

    Job DescriptionJob DescriptioncFocus Software is seeking a Functional Analyst to join our program supporting USTRANSCOM at Scott Air Force base. This position requires an active Secret clearance and must meet 8570 requirements.Qualifications:Bachelor’s Degree or equivalent experience in a computer, engineering, or science field.Active Secret Clearance8570...

  • Telecommunications Technician

    Found in: beBee jobs US - 1 week ago

    Scott Air Force Base, Illinois, 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...

  • Air Transportation Data Analyst 1

    1 week ago

    Scott Air Force Base, United States Optimized Technical Solutions Full time

    Job DescriptionJob DescriptionAir Transportation Data Analyst 1: Will demonstrate in-depth functional knowledge of AMC airlift operations and is highly proficient with utilizing GATES applications. An ideal candidate will possess over eight years of experience serving within an Aerial Port, Air Mobility Squadron, Air Transportation Function (ATF), or...

  • Helpdesk Technician with Security Clearance

    Found in: Dice One Red US C2 - 1 week ago

    Scott Air Force Base, United States TEKsystems co Allegis Group Full time

    Duties & Responsibilities: • Assists customers with IT requests and issues• Answers customer phone calls and emails, log incidents and conduct basic troubleshooting of hardware/software/network and peripheral device issues using FAQs, knowledge base and other guides• Provides Tier I support to end users for laptop/desktop/PC, applications, printers and...

  • Desktop Technician with Security Clearance

    Found in: Dice One Red US C2 - 1 week ago

    Scott Air Force Base, United States TEKsystems co Allegis Group Full time

    Job DescriptionJob DescriptionSupporting USTRANSCOM, the Helpdesk Support position assists customers with questions and problems concerning computer systems, hardware and software. The position may work with customers remotely and in person, guiding them through systems configuration and troubleshooting, while aiming to resolve issues with efficiency. Duties...

  • IT Specialist

    Found in: beBee jobs US - 2 weeks ago

    Scott Air Force Base, Illinois, 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 and appoint qualified candidates to positions in the competitive...

  • IT Helpdesk Support Service Specialist

    1 week ago

    Hill Air Force Base, United States Pelatron Technologies LLC Full time

    Job DescriptionJob DescriptionLocation: Hill AFB, UTStatus: Contract, Full-TimeSingle point of contact between the service provider and the users. First contact to resolve or satisfy communications and IT issues and requirements, including support for all base user and/or devices. Answer customer calls and tickets to resolve issues and questions on first...

  • System Administrator

    1 week ago

    Scott Air Force Base, United States cFocus Software Incorporated Full time

    Job DescriptionJob DescriptioncFocus Software seeks a System Administrator to join our program supporting USTRANSCOM at Scott Air Force base with remote capabilities. This position requires an active Secret clearance and must meet 8570 requirements.Qualifications:Bachelor’s Degree or equivalent experience in a computer, engineering, or science field.Active...

  • Help Desk Technician

    1 week ago

    Scott Air Force Base, United States cFocus Software Incorporated Full time

    Job DescriptionJob DescriptioncFocus Software seeks a Help Desk Technician to join our program supporting USTRANSCOM at Scott Air Force base with remote capabilities. This position requires an active Secret clearance and must meet 8570 requirements. Qualifications: Bachelor’s Degree or equivalent experience in a computer, engineering, or science...

  • Desktop Support Technician Level II

    1 week ago

    March Air Force Base, United States Veterans First Initiative Full time

    Job DescriptionJob DescriptionDesktop Support Technician Level IIFull-timeLocation: March ARB, CAVeterans First Initiative, LLC (VFI) is a U.S. Government Contractor and IT Services Integrator that delivers Network, Unified Communications, Information Technology, and Cybersecurity Engineering and Infrastructure Solutions on a global scale. VFI is certified...

  • Help Desk Service Specialist

    Found in: beBee jobs US - 1 week ago

    Scott Air Force Base, Illinois, United States SAIC Career Site 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

    Found in: Talent US C2 - 1 week ago

    Scott Air Force Base, 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...

  • management and program analyst

    Found in: beBee jobs US - 3 weeks ago

    Scott Air Force Base, Illinois, United States Department Of The Air Force Full time

    Summary Click on "Learn more about this agency" button below to view Eligibilities being considered and other IMPORTANT information.The primary purpose of this position is to manage the installation's records and Freedom of Information Act (FOIA) and Privacy Act (PA) programs program. The incumbent is also responsible for implementing policy, providing...

  • Service Design Coordinator

    Found in: Resume Library US A2 - 1 week ago

    Scott Air Force Base, Illinois, United States By Light Professional IT Services LLC Full time

    Overview: By Light is seeking a Business Systems Analyst 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 support services to facilitate the operations...

  • Analyst Systems with Security Clearance

    Found in: Dice One Red US C2 - 19 hours ago

    Scott Air Force Base, United States Valiant Integrated Services Full time

    Job Summary Support U.S. Transportation Command’s (USTRANSCOM’s) Joint Training and Readiness Division as a Functional Area Communications and Computer Systems Manager for Local Area Network administration, knowledge management, records management and trusted agent responsibilities for Non-Secure Internet Protocol Router (NIPR) and Secure Internet...

  • System Administrator with Security Clearance

    Found in: Dice One Red US C2 - 1 week ago

    Scott Air Force Base, United States CEdge Software Consultants Full time

    Hi , Hope you are doing great. We have some immediate requirement for System Administrator position.please check the below details and let me know if you are interested for the profile. DESIGNATION: System AdministratorLOCATION: Scott AFB, ILDuration: 2 YEARSSECRET CLEARANCE REQUIREDCOMTIA SECURITY+ CERFICATION NEEDED Overall Assignment Description: CEdge...

  • Network Support Analyst with Security Clearance

    Found in: Dice One Red US C2 - 1 week ago

    Scott Air Force Base, United States TEKsystems co Allegis Group Full time

    Network Support Analyst @ Scott Air Force Base! PRIMARY RESPONSIBILITIES:•Provide technical support for the design, implementation, and integration of network changes and sustainment.•Assist in the planning and performing of analytical research, design development, and other assignments in conformance with design, engineering and customer specifications....