Site Lead - EUO Onsite Support (VA ESOM Continental)
About the role
Kentro is seeking a Site Lead to support our VA - ESOM- End Point Support and Operations Monitoring (ESOM) contract. The Site Lead will serve as the Contractor primary IT Lead and Supervisor at specified VA facilities.
Responsibilities
Lead a team of Customer Service Engineers (CSEs) 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.
Support hiring and onboarding processes 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.
Leveraging ServiceNow: 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.
Aid in setting up and maintaining user accounts, interfacing with other software applications, compiling reports, and responding to customer requests.
Aid 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 elevating 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.
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.
Preferred Skills
ITIL Foundation certified or equivalent IT service management certified- preferred, or relevant experience.
Site specific experience preferred.