Customer Support Operations Lead
2 weeks ago
Enterprise Solutions and Management (ESM) is a dynamic government contractor specializing in strategic IT services tailored to meet the mission requirements of Defense and Federal clients. We are seeking a Customer Support Team Leader for a pivotal role.
Role Responsibilities
This position involves supporting a significant environment within the Department of Homeland Security (DHS) U.S. Customs and Border Protection (CBP), which serves around 75,000 business users utilizing approved operating systems. The program encompasses Engineering, Operations, Cybersecurity, and Service Management, focusing on:
- Windows 10 and Windows 11 platforms managed through Microsoft Endpoint Management solutions, including Microsoft Endpoint Configuration Manager (MECM) and Microsoft Intune.
- MacOS environments utilizing Casper Administration Management (CAM) and JAMF mobile device management systems.
The primary duties include:
- Deliver comprehensive support for the General Support System (GSS), which is the core IT infrastructure that underpins CBP's daily operations and applications.
- Address and resolve incidents, requests, and tasks via CBP's designated tracking systems, ensuring effective management of all identified queues.
- Handle support inquiries through CBP messaging platforms, including group mailboxes and collaboration tools.
- Oversee workflow management utilizing systems such as ServiceNow, Jira, and Azure DevOps.
- Create and maintain essential documentation, including installation guides, known issues, user manuals, and process documentation as directed by leadership.
Essential Knowledge, Skills, and Abilities (KSA)
- Lead and coordinate service management activities, providing valuable input to management processes.
- Support workflows in ServiceNow and facilitate end-user communications while coordinating service provisioning and incident resolution.
- Demonstrated experience in providing Tier I-II customer support and managing workflows with ServiceNow, Jira, or Azure DevOps.
Preferred Qualifications
- Exhibit a positive, self-driven attitude with the capacity to adapt to changing circumstances and manage stress effectively.
- Ability to communicate clearly and effectively with team members, management, and clients.
- Proficient in researching and devising innovative solutions to unique challenges with minimal oversight.
Minimum Education and Experience
- Computer Hardware Engineer with a minimum of 3 years of experience.
- Experience may substitute for formal education according to established guidelines.
Clearance Requirements
- Must pass a CBP Background Investigation.
Physical Demands
- Must be able to stand, walk, and sit; communicate verbally in person and via telephone; manipulate objects or controls; and reach with hands and arms. Regularly required to bend, kneel, and lift up to 25 pounds.
- Physical demands may include extensive walking throughout various locations.
Additional Responsibilities
- Other duties as assigned.
ESM is committed to providing equal employment opportunities to all individuals, regardless of race, color, creed, religion, gender, age, sexual orientation, national origin, disability, genetic information, veteran status, gender identification, or any other characteristic protected by law.
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