The EUO Onsite Support Site Lead , serving as the Contractor trusted advisor at specified VA facilities, is responsible for providing personnel oversight for five (5) or more IT Customer Service Engineers (CSEs), providing mentoring, guidance, management, and oversight of daily tasking. Leveraging their IT expertise, the ideal candidate will be expected to support daily IT operations, via the ServiceNow ticketing queue. The ideal candidate will also be responsible for cultivating a productive relationship with local VA Leadership (VA Area Managers & IT Supervisors)
Key Responsibilities:
Personnel Management:
Lead by example in supporting the customer
Lead a team of Customer Service Engineers (CSE) in the day-to-day support of CSE assignments, ensuring adherence to project goals and deliverables.
Oversee attendance and workplace behavior at the assigned facilities to ensure a professional and productive environment and identify areas of improvement
Resolve interpersonal conflicts and issues among CSEs immediately to maintain team cohesion and morale.
Training:
Working with the District Project Manager, support Day 1 activities for new personnel, inclusive of start date confirmation; upon onboarding, provide ongoing training and development for existing staff.
Support the execution of standard operating procedures to streamline operations; collaborate with counterparts and District Project Managers.
Technical Support and Management
Leveraging ServiceNow: If authorized, assign SNOW tickets to CSE's per the AM guidance, assist in tracking incidents and tasks, ensuring timely resolutions and proper documentation of issues.
Assist in delivering both remote and desk-side technical support, responding to IT support tickets, and performing diagnostic and repair activities on both hardware and software components.
Assist in setting up and maintaining user accounts, interfacing with other software applications, compiling reports, and responding to customer requests.
Assist in the maintenance of Active Directory and other system accounts, support connectivity and client applications, and assist in the configuration and support of local and wide area network services.
Maintain staffing rosters and ensure adequate coverage for all onsite operational needs, including managing PTO, schedules and workloads.
Monitor service metrics and operational performance, identifying areas for improvement and elevate corrective actions as necessary to the District PM.
Identify potential risks associated with operations onsite and work collaboratively with the District Project Manager to mitigate risk.
Prepare and submit regular reports for onsite activities, personnel performance, and service metrics as directed by the District Project Manager.
Empathy: Show understanding and patience with frustrated or non-technical customers.
Relationship building: Develop trust and rapport with customers and colleagues.
Professional demeanor: Represent the company with courtesy and confidence in all interactions.
Work Expectation: 90% of your day will be performing CSE type activities the other 10% performing Site Lead activities
Requirements
Bachelor's degree in computer science, electronics engineering or other engineering or technical discipline is required.
5 years of experience; 8 years of additional relevant experience may be substituted for education.
Previous experience in a supervisory role within IT service management or a related field.
Strong understanding of customer relationship management principles and practices.
Excellent communication and interpersonal skills.
Proven ability to manage personnel and track performance metrics.
Ability to identify and mitigate risks effectively.
Well-versed in IT Service Management and customer relationship management.
Experience with IT incident and service request ticketing systems, such as ServiceNow.
Must possess oral and written communication skills to convey issues, reports, and other deliverables clearly and effectively.
Preferred Skills:
ITIL Foundation certified or equivalent IT service management certified- preferred, or relevant experience.
Located in the region for ease of travel to sites within the region when necessary.
Clearance requirement:
US Citizen or green card holder
Willing and able to get a Public Trust Suitability clearance