Site Lead - EUO Onsite Support (VA ESOM Mid-Atlantic)

Overview

Thank you for considering IT Concepts dba Kentro, where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is fully committed to advancing our customers' missions, fostering professional growth, and making a positive impact on our communities. By joining our supportive community, you will find that Kentro is dedicated to your personal and professional development. Together, we can drive meaningful change, spark innovation, and achieve extraordinary milestones.

Kentro is seeking a Site Lead to support our VA - ESOM- End Point Support and Operations Monitoring (ESOM) contract, serving as the Contractor primary IT Lead and Supervisor at specified VA facilities. The Site Lead is responsible for providing personnel oversight for five (5) or more IT Customer Service Engineers (CSEs), providing mentoring, guidance, management, and oversight of daily tasks. 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.

Location: OnsiteCharles George VA Medical Center

Responsibilities

• Personnel Management:

• Lead a team of Customer Service Engineers (CSE) in the day-to-day supervision 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

• Review and approve timesheets in a timely manner.

• Resolve interpersonal conflicts and issues among CSEs immediately to maintain team cohesion and morale.

• Directly observe and coach CSEs to enhance their performance and service delivery.

• Address minor infractions (counseling level items) directly and inform District Project Manager of outcome.

• Identify and escalate more severe personnel or behavioral issues (requiring a Letter of Warning or Performance Improvement Plan) with appropriate documentation to the District Project Manager.

• Act as the primary point of contact between the District Project Manager, on-site personnel, VA Site Supervisors, and VA Area Managers, ensuring clear communication of project expectations and roles.

• Conduct regular performance reviews with CSEs, providing feedback and guidance to enhance service delivery.

• Hiring, Onboarding and Training: Support hiring and onboarding processes for new personnel, inclusive of start date confirmation; upon onboarding, provide ongoing training and development for existing staff.

• Standard Operating Procedure Support: 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.

• Notify the District Project Manager and local VA leadership of any critical onsite issues.

• Communication & Interpersonal Skills:

• Active listening: Understand customer needs and concerns fully before responding.

• Clear verbal and written communication: Explain technical issues in simple, customer-friendly language.

• 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.

• Customer-Centric Mindset:

• Proactive attitude: Anticipate customer needs before they escalate into issues.

• Continuous improvement: Seek feedback to improve both personal performance and customer experience.

• Ownership: Take responsibility for resolving issues from start to finish.

Qualifications

• 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.
• Site specific experience preferred
• 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
• Must meet updated ID requirements: https://www.gsa.gov/technology/it-contract-vehicles-and-purchasing-programs/federal-credentialing-services/get-appointment-help/bring-required-documents
• If you do not currently meet the ID requirements outlined, you must be willing and able to update your current forms of ID in a timely manner to complete the suitability process successfully.

Health Requirements:

This Kentro position provides on-site support for the Department of Veterans Affairs. The Department of Veterans Affairs has facility-specific vaccination and testing requirements (please see the bulleted examples below). If chosen for this role, candidates may be required to show proof that their vaccinations and testing are current. The Kentro Suitability team will provide guidance on what the facility-specific health requirements for this position are, any documents needed, and how to request reasonable accommodation.

• Yearly Flu Vaccination
• Tuberculosis testing with a negative result
• Vaccination records or titer testing required for Measles Mumps and Rubella (MMR), Hepatitis B, and/or Varicella