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Regional Technical Support Lead

2 months ago

'Aiea, United States PVM Inc Full time
Job Overview

Position: Regional Technical Support Lead

Location: Camp Smith, Hawaii

Security Clearance: ACTIVE TS clearance with SCI eligibility required

PVM Inc is currently in search of a Regional Technical Support Lead based in Camp Smith, Hawaii. This pivotal role involves overseeing and directing technical support operations across a specified region. The successful candidate will provide expert technical assistance, lead a team of support engineers, ensure the efficient performance of IT systems, and collaborate with various departments to implement and sustain technology solutions. The Regional Support Lead serves as a central communication point for all site leads within their region, facilitating effective communication with the program manager and Contracting Officer's Representative (COR). A comprehensive understanding of the Unified Command structure, joint doctrine, and joint policies, particularly in relation to Special Operations mission planning, is essential.

Key Responsibilities:

  • Guide and mentor a team of regional support engineers, offering training, direction, and performance assessments.
  • Oversee daily support operations, ensuring prompt and effective resolution of technical challenges.
  • Establish and implement best practices and standard operating procedures for the support team.
  • Deliver high-level technical support for hardware, software, and network-related issues.
  • Diagnose and resolve intricate technical problems, escalating issues to other IT departments or vendors as needed.
  • Ensure all incidents and service requests are documented, monitored, and resolved in the company's ticketing system.
  • Collaborate with project managers and stakeholders to facilitate the adoption of new technologies and system enhancements.
  • Manage and execute regional IT projects, ensuring alignment with corporate goals and timelines.
  • Guarantee compliance with company policies and regulatory standards in all project undertakings.
  • Act as the primary liaison for regional clients, fostering strong relationships and ensuring high levels of customer satisfaction.
  • Conduct regular client meetings to review support performance and address any concerns or feedback.
  • Develop and provide training programs and documentation for end-users.
  • Offer engineering and technical administration, embedded data services, and analytical support for workflow development and data source integration.
  • Provide mentorship and expert utilization of various software capabilities to address information challenges, including mission-critical issues.
  • Deliver support across the SOF Information Environment (SIE), including Tactical Local Area Networks and other military hardware and End User Devices.

Qualifications:

  • ACTIVE TS clearance with SCI eligibility required
  • 5+ years of relevant experience required
  • Comprehensive knowledge of the Unified Command structure, joint doctrine, and joint policies.
  • Thorough understanding of processes and procedures for utilizing automated tools to plan, support, and execute Special Operations roles for mission planning.
  • Ability to develop processes and techniques that enhance the mission planning environment and reduce the workload for other mission planning support contractors.

Education:

  • Bachelor's degree in Computer Science, Information Technology, or a related field. Equivalent experience may be considered.

Technical Skills:

  • Strong expertise in hardware, software, and network troubleshooting and support.
  • Experience with IT service management (ITSM) tools and methodologies.
  • Proficiency in various operating systems (Windows, macOS, Linux) and enterprise applications.
  • Familiarity with cloud technologies and virtualization (e.g., AWS, Azure, VMware) is advantageous.

Why Join PVM Inc?

At PVM Inc, we genuinely value diversity. As a member of our team, you will collaborate with individuals from diverse backgrounds who are passionate about solving challenges for our clients and focused on delivering value. Our culture promotes problem-solving, leadership, and innovation, creating an environment that supports both your professional and personal growth. Here are some highlights of the benefits of being part of the PVM community:

  • Opportunities for career growth and advancement
  • Tuition and training reimbursement
  • Peer bonus program

PVM Inc delivers digital services that empower government agencies to harness the potential of their data and maximize the value of their technology investments. We design, develop, and deploy solutions to address mission-critical challenges. Founded by a retired Naval officer, PVM Inc is a black- and service-disabled veteran-owned small business committed to assisting our clients in achieving their missions and making a positive impact in the communities we serve.

PVM Inc is an equal opportunity employer. We do not discriminate against any employee or applicant based on race, gender, nationality, age, religion, disability, military status, or sexual orientation. We are dedicated to providing an inclusive and welcoming environment for our team, their families, and our clients.